Guest Experience Manager

FAIRMONT

Guest Experience Manager

Boston, MA
Full Time
Paid
  • Responsibilities

    Job Description

    ** __**

    • 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

    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.