Job Description

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• Responsible for all aspects of Guest Service and Guest Satisfaction that are generated and maintained in the Fairmont Gold Department.
• Fostering a culture where the Fairmont Gold Team is focused on providing WOW experiences that will create memories for all Fairmont Gold Guests, doing whatever is necessary to exceed expectations.
• Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty. Handle all Fairmont Gold Comments. Manage the Fairmont Gold Guest History system and ensure Guest information is updated.
• Facilitate the training & development of the Fairmont Gold Team. Participate in the Training & Communication process of all colleagues providing service to Fairmont Gold.
• Provides guidance and motivation to the Fairmont Gold Team. Establishes and communicates on a daily basis with the Fairmont Gold Team. A strong commitment to Colleague Satisfaction.
• Be accountable for operational costs and expenses - Monthly Profit & Loss Statement / Adherence to budget.
• Responsible for scheduling according to the staffing guide and reconciling payroll.
• Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation, in line with Fairmont Gold Standards of Procedures & Service.

Qualifications

• Proven leadership and employee relation skills.
• Previous experience in a luxury guest relations hospitality role, minimum of 2 years required.
• Proven commitment to Guest Service and exceeding guest expectations.
• Excellent organizational, written /verbal communication and interpersonal skills.
• Degree or Diploma in Hospitality Management is an asset.
• All applicants must be eligible for US work authorization.

Additional Information

A team devoted to service and accuracy as they work with team members from other departments in an environment where learning and growth are continual.