Fairmont Gold Manager at The Fairmont Hotel

Company DescriptionAt Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.Job DescriptionAs an Fairmont Gold Manager, your engaging personality will make a lasting impression when our guests stay at Fairmont Gold, creating loyalty that will ensure their return. The Fairmont Gold Manager is responsible for ensuring the entire operation is running smoothly for both our guests and our heartists, by creating a sense of enhanced service and perfect overall experience, in lounge and during the entirety of the stay for our guests. The Fairmont Gold Manager will be proactive in ensuring the inventory, lounge, pantry and both rooms and food and beverage are as should be at all times. The Fairmont Gold Manager will not only be an ambassador to Fairmont Gold, but also an ambassador of the hotel and assist guests with providing an overview of the property and amenities.Job Description:Ensuring the overall Fairmont Gold operation is running smoothly by monitoring arrivals for the day and ensuring rooms are being prepared, amenities are being placed, in house guest rooms are being serviced and the overall lounge operation is running per standardLeading the Fairmont Gold pre-shift and ensuring all team members are on the same pageCreating the daily meal period and break scheduleEnsuring the back of house areas are always clean and up to standards, communicating with Housekeeping and Stewarding when necessaryActing as the Fairmont Gold 'Manager on Duty' and immediately and effectively taking care of any guest concernsWorking with the hotel 'Manager on Duty' as required and maintain an open line of communicationWorking with other departments in the hotel (Housekeeping, Engineering, Culinary, Food and Beverage and more) to ensure that the Fairmont Gold operation is running smoothlyEnsuring to properly document and escalate any guest issues using the SCORE entry form in Royal Service Manager and informing upper Management of any urgent concernsConsistently offer professional, friendly and engaging serviceLead and coordinate all aspects of the Fairmont Gold floor to ensure Fairmont Gold Standards are adhered toFully understand and be able to teach and train any heartists on the Fairmont Gold operation, both in-lounge and Supervisory skillsMaintain communication with all departments within the hotel to ensure that Fairmont Gold standards are delivered on a consistent basisParticipate in the recruitment and training of new Colleagues and SupervisorsEnsure proper scheduling in accordance to productivity guidelinesEnsure that guest satisfaction is maintained from the moment a guest reservation is created (pre-arrival) to when the guest departs the hotel (post-departure)Develop and maintain strong guest relationships to ensure Fairmont Gold loyaltyWork with the Culinary team to determine the daily Fairmont Gold Lounge menuEnsure that the Culinary team is always informed on Fairmont Gold occupancy and any last minute changes in occupancy, arrivals or departuresEnsuring that the Culinary team is well informed of any special guest requests; dietary or special amenity or food requestsAssist at the Fairmont Gold reception desk when appropriate, ensuring no Fairmont Gold guests are waitingMaintaining conversation with any guests waiting in the lounge or reception area and assisting when necessaryEnsure the Lounge is maintained at all times including removal of soiled dishes, buffet is stocked when appropriate, and Noise and Ambiance Environment is in line with Fairmont Gold StandardsAssist the Fairmont Gold Lounge attendants, where necessary, ensuring that Food and Beverage set up is done properly and enough back stock of food is availableEnsuring that the Fairmont Gold Lounge is clean after every meal period break downConstantly checking that all team members are using proper sanitary and disinfectant proceduresMaintaining that all surfaces are properly being wiped downEnsure that Fairmont Gold Standard Operating Policies as well as local policies are followed consistentlyConfirming that the honor bar is stocked at all times and inventory is properly being taken and trackedMaking sure that the overall lounge ambiance (music, lights, TVs) are up to standardEnsuring that all equipment is properly functioning at all times and if not, being properly reported for maintenanceBalance operational, administrative and Colleague needsEnsure that Fairmont Gold room inventory is balanced at all timesAssisting with scheduling as requiredAssisting with payroll as requiredMonitor Fairmont Gold arrivals and departures ensuring that the operation is running smoothly and efficientlyContinuously monitoring the status of rooms, following up on rooms to be inspected and assisting where necessaryEnsure to touch base with any in-house guests in-lounge to offer assistance, as requiredWork with the Guest Experience Manager for any VIP guests and ensure any requirements are arranged and metMaintain a consistent line of communication with the Housekeeping leader assigned to the Fairmont Gold floors, ensuring that assisted is provided where requiredWhere necessary, complete any colleague disciplinary action based on steps and training provided via Talent & CultureAlways ensure to train and teach colleagues, offering the opportunity to learn and growFollow department policies, procedures and service standardsFollow all safety policiesOrganizing the daily arrivals and ensuring full coverage and time for all pre-arrival and arrival tasksEnsure the Fairmont Gold inventory is balanced at all times and to inform the Fairmont Gold Manager immediately if notMaintain close communication with the Fairmont Gold Lounge Associates to ensure the lounge is running smoothly at all timesAssisting in ensuring breaks are taken as scheduledStrategic decision makingResolving complaintsConflict resolutionEnsuring an overall cohesive flow from guest arrival to departure and consistent ambiance the loungeOther duties as assignedWhat's In it For You:Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globeWe provide learning programs through our Academies to promote growth and development so that you can perform at your full potentialOpportunity to develop your talent and grow within your property and across the world!Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCHSalary: $85,000-$95,000QualificationsPrevious experience managing an executive lounge is requiredPrevious customer related experience requiredPrevious leadership experience requiredStrong interpersonal and problem-solving abilitiesAbility to multi-task in a high paced environmentAbility to assist with the overall operation, where required, and ensure that all administrative and operational duties are completeHighly responsible and reliableComputer literateAbility to work well under pressure in a fast-paced environmentAbility to work well cohesively with fellow colleagues as part of a teamAbility to lead a teamAbility to focus attention on guest needs, remaining calm and courteous at all timesMust possess a professional presentationCarry out specific oral or written instructions, frequently following a simple routineDo the same tasks over and over, frequently the same wayGet along with all kinds of peopleStand and walk or sit for long periods of timeLift and carry things like bus totters and buffet platesUse hands and fingers skillfullyAnalyze and interpret established policiesMake business decisions based on productions reports and similar facts as well as on your own experience and personal opinionsDeal with the general public, customers, employees, with tact and courtesyPlan and organize the work of othersChange activity frequently and cope with interruptionsSpeak and write clearlyAccept full responsibility for managing an activityHigh school diploma or previous experience an assetCustomer service experiencePrevious leadership experience in a 5-star hotel within Rooms and Food & BeverageDemonstrated organizational skillsFluent spoken and written EnglishSecond language an assetClear thinking on their feet, able to work under pressureAbility to prioritize multiple demanding tasksAbility to follow instruction and work quickly and thoroughlyBeing able to determine which department could best help the guestStaying calm when assisting a guest in emergency situations, and knowing what questions to askAdditional InformationYour team and working environment:What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the "Western White House," (as the only venue outside the White House to host state dinners), Century Plaza's place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor's Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.Visa Requirements:Must provide proof of eligibility to be employed in the United States of America.Our commitment to Diversity & Inclusion:We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/DWhy 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, visithttps://careers.accor.com/Do what you love, care for the world, dare to challenge the status quo!#BELIMITLESS