Guest Experience Manager - job 1 of 3
Company Description
The Fairmont Scottsdale Princess is Arizona’s largest and longest running AAA Five Diamond hotel, and we want you to help us stay iconic. The Princess offers luxury and world class hospitality with 750 guestrooms, more than 300,000 square feet of meeting space, four award-winning restaurants, six sparkling heated pools, and a luxurious Well & Being Spa. Be a part of events like the WM Phoenix Open, Easter at the Princess, Summer at the Princess and Christmas at the Princess. The hotel features great benefits like PTO, matching retirement, travel discounts and more. This place really has it all – except for you!
What’s in it for you:
- Employee discounts at the Fairmont Scottsdale Princess, local companies and Accor worldwide for you and your family
- Free meals at our on-site employee restaurant
- Learning programs through our Academies designed to sharpen your skills
- Great Medical and Dental benefits, 401K, Direct Deposit etc.
- Career development opportunities within the Fairmont Scottsdale Princess in addition to national promotion opportunities. The sky is the limit!
Job Description
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 execution
- Develop and maintain strong relationships with local vendors, partners, and attractions to enhance the guest experience
- Communicate through pre-shift 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 well-stocked 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, results-oriented 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 d’Or 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 Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
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At Fairmont Scottsdale Princess, we are on the lookout for a dynamic Guest Experience Manager ready to lead our Concierge team and make magic happen for our guests! Recognized as Arizona’s largest AAA Five Diamond hotel, we pride ourselves on delivering world-class hospitality across our stunning property with 750 luxurious guestrooms and over 300,000 square feet of meeting space. As the Guest Experience Manager, you’ll be the vital link that creates unforgettable moments—from attending events like the WM Phoenix Open to ensuring that every guest receives personalized service that exceeds their expectations. Your role involves guiding and empowering your team to deliver exceptional service, sharing your extensive knowledge of local attractions and cultural events, and managing guest requests like reservations and special arrangements with flair. You will also build relationships with local vendors and partners to enhance our guests' experiences further. Join our team and enjoy fantastic benefits, including travel discounts and career development opportunities. If you are enthusiastic about creating memorable guest experiences and have a knack for leadership and organization, we would love to hear from you and start a new chapter in hospitality together!
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Accor is global leader in corporate services, operates in nearly 100 countries with 150,000 employees. With more than 4,000 hotels worldwide, covering all segments from economy to upper upscale, Accor Hospitality, the Accor’s hotel offering, of...
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