Guest Experience Manager - job 2 of 2

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 works 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/

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Employee Benefit card offering discounted rates in Accor worldwide.

Learning programs through our Academies.

Ability to make a difference through our Corporate Social Responsibility activities like Planet 21.

Do what you love, care for the world, dare to challenge the status quo!

#BELIMITLESS

• Responsible for all aspects of Guest Service and Guest Satisfaction that are generated and maintained in the Fairmont Gold Department.
• Fostering a culture where the Fairmont Gold Team is focused on providing WOW experiences that will create memories for all Fairmont Gold Guests, doing whatever is necessary to exceed expectations.
• Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty. Handle all Fairmont Gold Comments. Manage the Fairmont Gold Guest History system and ensure Guest information is updated.
• Facilitate the training & development of the Fairmont Gold Team. Participate in the Training & Communication process of all colleagues providing service to Fairmont Gold.
• Provides guidance and motivation to the Fairmont Gold Team. Establishes and communicates on a daily basis with the Fairmont Gold Team. A strong commitment to Colleague Satisfaction.
• Be accountable for operational costs and expenses - Monthly Profit & Loss Statement / Adherence to budget.
• Responsible for scheduling according to the staffing guide and reconciling payroll.
• Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation, in line with Fairmont Gold Standards of Procedures & Service.

• Proven leadership and employee relation skills.
• Previous experience in a luxury guest relations hospitality role, minimum of 2 years required.
• Proven commitment to Guest Service and exceeding guest expectations.
• Excellent organizational, written /verbal communication and interpersonal skills.
• Degree or Diploma in Hospitality Management is an asset.
• All applicants must be eligible for US work authorization.

A team devoted to service and accuracy as they work with team members from other departments in an environment where learning and growth are continual.