Guest Experience Manager

Creating personalized and memorable guest experiences is at the heart of our Concierge team at Fairmont Hotels & Resorts. Showcase your passion for service as Guest Experience Manager where you will lead train and recognize your team in support of delivering seamless and exceptional guest service.

Reporting to the Director of VIP Services & Concierge responsibilities and essential job functions include but are not limited to the following:

• Lead the Concierge team in providing outstanding personalized guest service experiences
• Ensure all service standards are consistently met and exceeded
• Provide detailed knowledge of the hotel local attractions restaurants and cultural events to assist guests in creating unforgettable experiences
• Oversee guest requests including transportation reservations and special arrangements ensuring seamless
• Develop and maintain strong relationships with local vendors partners and attractions to enhance the guest experience
• Communicate through preshift logs emails and departmental meetings all pertinent information for the respective shift and areas of operation
• Assist in training coaching and developing Concierge colleagues to uphold luxury service standards
• Ensure proper staffing and scheduling of the Concierge team in accordance with productivity guidelines
• Monitor guest feedback and online reviews taking proactive steps to address service opportunities
• Maintain an organized and wellstocked Concierge desk with relevant materials maps and resources
• Follow department policies procedures and service standards
• Follow all safety policies
• Other duties as assigned

Qualifications :

• Passion for guest service and creating exceptional experiences
• Excellent written and verbal communication interpersonal and leadership skills
• Highly organized resultsoriented with the ability to be flexible and work well under pressure
• Degree or Diploma in Hospitality Management is an asset
• Fluent in English; additional languages are an asset
• Minimum of 1 year of previous supervisory experience in a luxury hotel environment preferably in Concierge or Front Office Operations
• Membership in Les Clefs dOr is an asset
• Strong local knowledge and ability to provide expert recommendations
• Must have the ability to handle multiple guest requests simultaneously
• Proficiency in Opera Property Management System is an asset
• Should possess or seek certification in basic first aid
• Strong guest service orientation and training skills background required
• Ability to work independently and prioritize responsibilities
• Experience with a Hotel loyalty program is an asset
• Computer proficiency in a Windows environment (Word Excel PowerPoint)
• Results focus Idea generation innovative and creative problem solving Rapport and relationship building focused on achieving results Engage commitment of others
• Problem solving orientation
• Quick decision making in response to changing conditions
• Authoritative leadership based on generalist expertise knowledge of systems
• Accountability for results

Additional Information :

Your team and working environment:
A team of Heartists that are committed to working together supporting each other and providing the best guest experience Feel Valued Feel Sparked We Are One

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

Why work for Accor
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day making sure that work brings purpose to your life so that during your journey with us you can continue to explore Accors limitless possibilities.

By joining Accor every chapter of your story is yours to write and together we can imagine tomorrows hospitality. Discover the life that awaits you at Accor visit what you love care for the world dare to challenge the status quo! #BELIMITLESS

Remote Work :

No

Employment Type :

Fulltime