Guest Relations Supervisor

MAIN DUTIES AND RESPONSIBILITIES:    

• Assumes full responsibility of the Guest Services department in the absence of the Guest Service Manager
• Fosters a warm and caring service culture while maintaining our Fairmont Service Plus culture
• Creates and is dedicated to a positive teamoriented work environment through open communication empathy and support
• Completes regular quality assurance inspections and coach accordingly
• Represents the Guest Services department by attending all relevant meetings and prepares the relevant reports and followup as requested in the absence of the Guest Service Manager
• Assists in recruiting new team members and ensures that they are provided with initial and ongoing training mentoring and support
• Consistently has a presence with our colleagues while balancing the administrative needs of the position
• Ensures departmental schedules reflect our service commitments colleague needs and businessproductivity commitments
• Ensures that our colleagues appearance is always reflective of our grooming standards and that they are always in a clean and proper uniform.
• Assists in conducting daily shift briefings ensuring that our colleagues are well informed and prepared to deliver outstanding service
• Liaise with Front Office Fairmont Gold Royal Service department to ensure seamless experience
• Liaises with our Conference Services Department and our group contacts to ensure that all of our groups needs are well planned and achieved
• Ensures that the departments equipment is well cared for and properly maintained
• Assists in the training of Guest Services colleagues and also prepares them for emergency procedures
• Ensures that the driveway traffic is managed effectively
• Answers telephone calls using Fairmont Telephone Etiquette

Qualifications :

• Previous leadership experience in Guest Services required
• Proven performance record in leading a department which achieved very high guest service colleague satisfaction and financial results
• Must have excellent communication skills both written and verbal
• Must be highly organized energetic and possess the ability to work well under pressure
• Must possess excellent management skills: decisionmaking leadership organization planning and initiative
• Must be resultsoriented by being motivated and driven to meet objectives
• Must have a strong personality in order to be assertive when controlling traffic on the driveway
• Must have the ability to manage several tasks simultaneously
• Must be physically fit in order to lift and move luggage
• Proficient in the English language (verbal & written) second language such as Arabic is an asset
• Must be flexible in terms of working hours
• Must be guestorientated

Remote Work :

Yes

Employment Type :

Fulltime