Fairmont Gold Supervisor (Executive Floor & Lounge)

At Fairmont, unparalleled personalized service and luxury await guests of Fairmont Gold, our exclusive 47 room and suite “hotel within a hotel” experience. As Fairmont Gold Supervisor, your leadership will foster an engaged team of service professionals who bring our exceptional “Fairmont Gold standards” to life – and turn moments into memories for our guests.

What you will be doing:

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and at any time of day.
• Always maintain positive guest relations.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of:
  • all hotel features/services, hours of operation.
  • all room types, numbers, layout, decor, appointments and location.
  • all room rates, special packages and promotions.
  • daily house count and expected arrivals/departures.
  • scheduled daily group activities.
  • Loyalty program details
• Build guest loyalty through personalized service
• Review all Fairmont Gold reservations to ensure requests are met and all Fairmont Gold Standards are adhered to.
• Process all guest registrations and check-outs.
• Communicate services and amenities of the hotel to guests.
• Oversee the lounge operations and follow F&B processes.
• Coordinate all guest room billing.
• Respond to all guest requests.
• Document and confirm reservations and cancellations.
• Block rooms in computer and follow through on designated requirements.
• Generate, print and distribute daily and weekly reports.
• Ensure the highest possible revenues are generated for Fairmont Gold, working with the Front Office team on daily upsell programs
• Settle guest accounts and adhere to all cashiering procedures.
• Assist other front office departments as needed.

• High school graduate or equivalent vocational training certificate.
• Previous experience in Front Office preferred
• Previous experience in Food & Beverage operations preferred
• Previous guest relations and cashiering experience required
• Computer literate in Microsoft window Applications.
• Knowledge of Opera Property Management system
• Fluency in English both verbal and non-verbal.
• Available to work flexible shifts including mornings, evenings, weekdays, weekends, and holidays
• Ability to:
  • perform job functions with attention to detail, speed and accuracy.
  • prioritize and organize.
  • be a clear thinker, remaining calm and resolving problems using good judgement.
  • understand guests’ needs.
  • work cohesively with co-workers as part of a team.
  • work with minimal supervision.
  • maintain confidentiality of guest information and pertinent hotel data.

What’s in it for you:

• Paid time off
• Medical, Dental and Vision Insurance, 401K
• Complimentary Shift Meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
• Career development opportunities with national and international promotion opportunities