Guest Relations Manager - Management Development Program

Company Description

Guest Relations Manager – Management Development Program

Fairmont Century Plaza | Los Angeles, CA | Full-Time | 18-Month Program

Why work for Fairmont?

At 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.

Our 18-month Management Development Program is your fast track to leadership in luxury hospitality. With dedicated mentorship, hands-on training and real responsibility from day one, you’ll develop into a Guest Relations Manager while learning the full Rooms Division operation. You’ll also work closely with our Fairmont Gold team, delivering the hotel’s most personalized level of service. If you’re passionate about people, ready to lead and eager to grow your career with Fairmont and Accor, this is where it starts.

Job Description

What you will be doing:

Reporting to Director of Rooms, responsibilities and development include but are not limited to the following:

Elevate the guest experience

• Support the daily operation of Guest Relations and build meaningful relationships with guests throughout their stay.

• Coordinate VIP arrivals, special occasions, amenities and personalized touches.

• Anticipate guest needs and find opportunities to turn a great stay into an unforgettable one.

• Handle guest concerns and service recovery with empathy, professionalism and thorough follow-through. Deliver Fairmont Gold service

• Partner with the Fairmont Gold team on guest recognition, personalized arrivals, lounge service and special requests.

• Learn the expectations of our most loyal and discerning guests, and uphold Fairmont Gold’s elevated service standards. Lead and drive quality

• Act as Manager on Duty when required, supporting the entire hotel operation.

• Lead Service Excellence meetings and drive follow-up on guest experience priorities.

• Review guest feedback, satisfaction scores and service trends, then prepare and present quality reports with clear recommendations.

• Support guest loyalty initiatives, including ALL – Accor Live Limitless.

• Contribute to special projects that keep raising the bar on the guest experience. Learn the full operation

• Support Front Desk, Guest Services and Housekeeping to keep Rooms Division running seamlessly.

• Collaborate with Concierge, Royal Service, Food & Beverage, Spa and other departments across the guest journey.

• Take part in Rooms Division meetings and leadership discussions, and build skills in coaching, delegation, decision-making and communication.

• Gain a clear understanding of every leadership role in Rooms Division, building a foundation for your next step. When you complete the program successfully, placement opportunities with Fairmont Hotels & Resorts and Accor may be available, based on performance, business needs and open positions.

Qualifications

• Your experience and skills include:

• Previous supervisory or management experience required

• At least 1 year of experience in hospitality, Guest Relations, Front Office, club lounge or another guest-facing role

• A degree in Hospitality, Business or a related field is preferred

• Excellent communication skills in English

• Genuine passion for luxury hospitality and creating memorable experiences

• Strong service recovery skills and sound judgment in sensitive situations

• Creative, logical problem-solving and the ability to find alternative solutions

• Highly organized, results-oriented and calm under pressure

• Positive, generous team spirit, along with flexibility and dependability

• Commitment to a structured leadership development program

• Flexible availability, including evenings, weekends and holidays

• What is in it for you:

• Annual salary of $80,000 – $85,000 USD

• 18 months of structured leadership development with dedicated mentorship

• Discounted hotel rooms, food & beverage and spa rates at participating sister properties around the globe

• Duty meals in our colleague cafeteria and dry cleaning of work attire

• Learning programs through our Academies to help you grow and perform at your full potential

• A clear path to grow your career within Fairmont and across Accor’s global portfolio

• The chance to make a difference through Corporate Social Responsibility activities like Planet 21 and WATCH

• [Health benefits, 401(k)]

Additional Information

Your 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.

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 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, visit https://careers.accor.com/

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

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.

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/D

Visa Requirements: Must provide proof of current eligibility to be employed in the United States of America.