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Luxury Guest Experience Manager
hace 2 meses
We are seeking a dynamic and experienced leader to join our team as a Fairmont Gold Manager at Fairmont la Marina. As a key member of our Front Office team, you will be responsible for delivering exceptional guest experiences and driving revenue growth through innovative strategies and excellent leadership.
Key Responsibilities
- Lead a high-performing team of Fairmont Gold ambassadors, providing guidance, coaching, and development opportunities to ensure exceptional guest service and satisfaction.
- Develop and implement targeted strategies to drive revenue growth, improve guest satisfaction, and enhance the overall Fairmont Gold experience.
- Collaborate with cross-functional teams, including Food and Beverage, Housekeeping, and Engineering, to ensure seamless operations and exceptional guest experiences.
- Stay up-to-date on industry trends, competitor analysis, and market insights to inform business decisions and drive innovation.
- Own and resolve guest concerns, ensuring timely and effective resolution and follow-up to maintain high levels of guest satisfaction.
- Work closely with the Front Office team to ensure smooth arrival and departure experiences for Fairmont Gold guests, maximizing incremental revenue opportunities.
- Provide personalized pre-arrival emails and assist with reservations to enhance the guest experience.
- Arrange standard and requested amenities, inspect rooms prior to arrival, and ensure the Fairmont Gold lounge and operating equipment are in perfect condition.
- Develop and maintain relationships with business partners, concessionaires, and counterparts to drive revenue growth and enhance the Fairmont Gold experience.
- Implement creative and innovative ideas to enhance the guest experience, including special events and promotions.
- Ensure the pristine cleanliness of the Fairmont Gold lounge and operating equipment throughout the day.
- Actively participate in and promote environmental programs and department-specific initiatives to drive sustainable operations.
- Assist in supervising other areas of the Front Office as needed.
To be successful in this role, you will need:
- Proven leadership skills, supporting an environment of colleague development, interdepartmental teamwork, and a passion for exceptional customer service.
- Dynamic, enthusiastic, and creative leadership, with the ability to perform multiple functions under pressure.
- Proactive, innovative, and service-driven approach, with a demonstrated eye for detail.
- Excellent interpersonal and communication skills, both written and verbal.
- Minimum 3-4 years of experience in Rooms, including a solid working knowledge of Front Office operating systems.
- Previous Food and Beverage experience is an asset.
- Degree/Diploma in Hospitality Management or a university degree is a strong asset.
We are an inclusive company, committed to attracting, recruiting, and promoting diverse talent. We believe in creating a work environment that values and respects individual differences and promotes a culture of inclusivity and diversity.
