Guest Relations & Concierge Manager

F

FAIRMONT

Guest Relations & Concierge Manager

Washington, DC
Full Time
Paid
  • Responsibilities

    Job Description

    Guest Relations & Concierge Manager

    What’s in it for you:

    • Competitive Salary
    • Paid Time Off
    • Medical, Dental and Vision Insurance, 401K
    • Employee benefit card offering discounted rates in Accor worldwide
    • Learning programs through our Academies
    • Opportunity to develop your talent and grow within your property and across the world!
    • Ability to make a difference through our Corporate Social Responsibility activities

    Pay range: $55,000 - $65,000 per annum

    What you will be doing:

    Reporting to the Director, Front Office, the Guest Relations & Concierge Manager is responsible for ensuring we provide the highest level of guest service for our VIP and ALL Members.

    • Ensure that all Rooms Brand and LQA Standards procedures are adhered
    • Ensure procedures are being met or exceeded on a daily basis for all loyalty/VIP Guests
    • Coordinate the arrival, stay and departure experience to ensure a seamless experience
    • Liaise with all key departments to gather the correct information
    • Communicate relevant information and special requirements to all departments to ensure the expectations of all loyalty and VIP guests are exceeded
    • Work directly with the Front Office operation to ensure a seamless experience
    • Create Daily and Weekly reports highlighting the upcoming arrivals and in house Guests
    • Review arrivals for the next ten days on a daily basis
    • Coordinate with the Front Office and Housekeeping to ensure preferences are consistently met
    • Assist VIP and high profile loyalty guests with preparation of activity itineraries and ground transportation when applicable
    • Ensure Front Office and Accounting colleagues are aware of special billing arrangements
    • Perform pre-arrival communication to VIP and loyalty guests when necessary to ensure the correct information is obtained
    • Contact guests during their stay and assist with any needs that arise
    • Ensure all billing is correct and delivered the night prior to departure; schedule check out services with Uniform/Guest Services team
    • Review all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
    • Assume Manager On Duty when on shift overseeing, Front Office, Guest Services, Royal Service and Fairmont Gold.
    • Respond and monitor Guest Feedback via Voice of the Guest, Expedia, Booking.com, Google reviews.
  • Qualifications

    Qualifications

    Qualifications

    Your experience and skills include:

    • Minimum 2 years' previous management experience in Front Office operations
    • Degree or Diploma in Hospitality Management is an asset
    • Exceptional interpersonal and organizational skills; written and verbal communication skills
    • Knowledge of computerized Front Office systems required with emphasis in Opera Cloud, Alice, Kipsu.
    • Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
    • Enthusiastic team player, with strong self-initiative
    • Strong guest service orientation and training skills background required
    • Highly organized, results-oriented with the ability to be flexible and work well under pressure
    • Strong guest service orientation and training skills background required
    • Ability to work independently and prioritize responsibilities

    Additional Information

    Our commitment to Diversity & Inclusion:
    We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.