Job Description

What you will be doing:

• Ensures that delivery of Forbes 5 star personalized guest experience is the key focus across all areas of the hotel
• Leads by example in developing high quality relationships with the guests, ensuring that all tasks relating to guest service, comfort and satisfaction are treated with utmost priority.
• Analyzes feedback and trends in guest satisfaction taking appropriate action to strive for enhancements at every opportunity.
• Has expert knowledge of the facilities, services and events offered by the hotel and the surrounding area and actively promotes them as well as all amenities and programs offered by the company.
• Ensures that the team are fully aware of the Standard Operating Procedures including but not limited to Forbes 5 star and LQA standards, and can deliver them.
• Builds a culture of prioritizing quality improvement through training plans, quality audits, corrective action plans, and regular review.
• Liaises closely with all Heads of Department with regards to servicing and handling of high-profile guests.
• Works in partnership with Regional Director of Talent & Culture to create a positive, diverse and empowered, high-performance culture, role modelling inclusive ‘inverted pyramid’ leadership, and nurturing talent to ensure that all HOD’s are effective in their current roles and developed to their full potential.
• Ensures that Standard Operating Procedures and Job Training Programs are in place and delivered across the operations to build capability and meet brand and service standards.
• Works in partnership with the Assistant Director of Food and Beverage to Support to optimize financial performance while enhancing brand reputation and value.
• Champions Planet 21 initiative, diversity and inclusion and other Accor related programs in the operation.
• Responds to any changes as dictated by the needs of the industry, company or hotel.
• Maintains all hotel records and forms required for audit purposes and as prescribed by local management and policies.
• Ensures that all departmental reports and correspondence are completed punctually and accurately.
• During the course of duty you will have access to certain information, which demands the utmost confidentiality. Discretion must be exercised at all times.
• Detailing (BEO Creation) of all Tonga events with client specifications including space requirements, times, equipment, menus, theme, decor, staffing etc
• Solicit new and existing accounts to meet and exceed revenue goals through proactive sales efforts via telephone, outside sales calls, site inspections and written communication

Your responsibilities are included but not limited to this job description as this has been drafted as a guide to the purpose and main duties of the role as it currently exists. The Fairmont San Francisco relies on the flexibility of its colleagues to ensure the continuity of the high standards currently being achieved. It is not intended as a wholly comprehensive or permanent schedule of duties and it does not form part of the contract of employment. The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.

Qualifications

Your skills and experience include:

• Minimum of 2 years’ experience required in a senior leadership role within a similar hotel brand
• 1+ of experience in quick service/fast casual restaurant management or service-related field with high customer/client contact required
• Experience leading hotel operations in a unionized environment, strongly preferred
• Demonstrates courage, confidence and a positive outlook across a wide range of challenging situations.
• Develops, mentors and empowers team members inspiring them by building a positive culture
• Advocates guest passion. Makes guests and their needs a primary focus in developing business initiatives.
• Inspires, engages and motivates the team to achieve a shared vision
• Collaborates with colleagues across the hotel, communicating clearly and consistently to ensure understanding
• Enables the team by directing, coaching, coordinating and monitoring resources and activities to achieve goals
• Seeks opportunities to self-develop, is detail minded, highly organized and time efficient to ensure that goals are met
• Operational decision making – provides practical solutions to complex operational problems
• Monitors market trends and understands their impact on the strategic plans of the business
• Effective time management, proven track record
• Ability to maintain organization in a changing environment
• Exhibits initiative, responsibility, flexibility, and leadership
• Proficient in the use of Microsoft Office Suite, including but not limited to Word, Excel, PowerPoint, and Outlook
• Ability to communicate effectively in written format and oral presentations
• Understands financial data and the operations of their own and other departments
• Identifies opportunities for business improvement and change, develops and implements change initiatives
• This is a full-time position and hours of work and days will vary. Must have flexibility and availability during evenings and weekends as it is required to meet the needs of the business

Additional Information

Visa: Must be able to provide proof of eligibility to work in the United States

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. Fairmont San Francisco is an Equal Employment Opportunity Employer EEOE M/F/V/D

Salary Rate: $ 83,000-$110,000 USD Gross per year