Fairmont Gold Supervisor

Job Description

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Responsible for all aspects of Guest Service in the daily operation of the Fairmont Gold Department, ensuring the highest levels of Guest Satisfaction at all times.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Provides exceptional Concierge information to our guests about local and area attractions, restaurants, theaters, special events, tickets, confirmations and other available services.
• 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.
• room availability status for any given day.
• scheduled in-house group activities, locations and times and group resumes.
• all hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Assist with duties, as needed and ensure duties have been completed.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Develops and maintains strong guest relationships to ensure Fairmont Gold loyalty. Handle daily Fairmont Gold Comments. Manage the Fairmont Gold Guest History system and ensure Guest information is updated.
• Participate in the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within 15- 20 minutes.
• Develops & maintains contacts with business partners, concessionaires, local community and counterparts of Fairmont Gold throughout Fairmont Hotels & Resorts.
• Monitor guest mail and ensure that it is processed according to procedures.
• Interact appropriately with guests, ensuring prompt and courteous service; resolve any concerns or complaints.
• Perform job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with fellow staff members to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
• Contact newly registered V.I.P. guests 15 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with accounting policies and standards:
• Contracted banks
• Shortages/overages
• Late charges
• Petty cash/paid outs
• Adjustments
• Posting charges
• Making change for guests
• Cashing personal/travelers checks
• Exchange Foreign currency
• Payment methods/processing
• Settling accounts
• Closing reports
• Cashier reports
• Balancing receipts
• Dropping receipts
• Securing banks
• Review previous night's no-shows, verify and ensure billing of such.
• Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
• Audit surrounding area hotels in sold out situations for status of rooms, rates. Maintain current list of available locations for walk situations.
• Review the arrival report for accuracy and completeness; rectify any deficiencies with respective personnel.
• Ensure that all VIPs are pre-registered according to standards.
• Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print special requests report and block according to specifications.
• Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures and daily reports needed for groups.
• Review trace reports and follow up accordingly.
• Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
• Review requests for late checkouts and approve them according to occupancy. Communicate this information to Housekeeping.
• Review all out-of-order rooms daily with respective departments to determine most status and estimated date for return to room inventory.
• Print report on discrepancy rooms, research discrepancies and enter status accordingly.
• Complete rates check nightly.
• Maintain awareness of undesirable people on hotel premises and contact Loss Prevention where necessary.
• Ensure all closing duties for staff are completed before staff clock out.
• Assist in the 2-week formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.
• Foster and promote a cooperative working climate, maximizing productivity and colleague morale.
• Complete work orders for maintenance repairs and submit to Royal Service. Contact Engineering directly for urgent repairs.
• Document pertinent information in department logbook.
• Complete all paperwork and closing duties.
• Review status of assignments and any follow-up action with on-coming Supervisor

Qualifications

• High school graduate or equivalent vocational training certificate.

• A minimum of two years’ Concierge or Front Office experience, preferably in luxury hotel environment.

• Fluency in English, both verbal and non-verbal.

• Compute basic arithmetic.

• Previous experience in cashiering.

• Ability to:

• perform job functions with attention to detail, speed and accuracy.

• prioritize and organize.

• be a clear thinker, remain calm and resolve problems using good judgement.

• follow directions thoroughly.

• understand guest’s service needs.

• work cohesively with co-workers as part of a team.

• work with minimal supervision.

• maintain confidentiality of guest information and pertinent hotel data.

• ascertain departmental training needs and provide such training.

• input and access information in the property management system/computers/point of sales system.

• direct performance of staff and follow up with corrections when needed.

• Additional Information

• What’s in it for You?

• Competitive Total Compensation Package: Overtime eligible, Department incentive programs

• Generous Paid Time Off: Enjoy a healthy work-life balance with our paid time off policy.

• Comprehensive Health Coverage: Access Medical, Dental, and Vision Insurance to keep you and your family healthy.

• 401K Plan: Secure your future with our competitive 401K retirement savings plan.

• Complimentary Shift Meal: Savor delicious meals on us during your shifts!

• Exclusive Employee Benefit Card: Unlock discounted room rates at Accor hotels worldwide, making travel more affordable