The Fairmont Hotel
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.
Job Description As a 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.
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 standard
Leading the Fairmont Gold pre-shift and ensuring all team members are on the same page
Creating the daily meal period and break schedule
Ensuring the back of house areas are always clean and up to standards, communicating with Housekeeping and Stewarding when necessary
Acting as the Fairmont Gold 'Manager on Duty' and immediately and effectively taking care of any guest concerns
Working with the hotel 'Manager on Duty' as required and maintain an open line of communication
Working with other departments in the hotel (Housekeeping, Engineering, Culinary, Food and Beverage and more) to ensure that the Fairmont Gold operation is running smoothly
Ensuring to properly document and elevate any guest issues using the SCORE entry form in Royal Service Manager and informing upper Management of any urgent concerns
Consistently offer professional, friendly and engaging service
Lead and coordinate all aspects of the Fairmont Gold floor to ensure Fairmont Gold Standards are adhered to
Fully understand and be able to teach and train any heartists on the Fairmont Gold operation, both in-lounge and Supervisory skills
Maintain communication with all departments within the hotel to ensure that Fairmont Gold standards are delivered on a consistent basis
Participate in the recruitment and training of new Colleagues and Supervisors
Ensure proper scheduling in accordance to productivity guidelines
Ensure 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 loyalty
Work with the Culinary team to determine the daily Fairmont Gold Lounge menu
Ensure that the Culinary team is always informed on Fairmont Gold occupancy and any last minute changes in occupancy, arrivals or departures
Ensuring that the Culinary team is well informed of any special guest requests; dietary or special amenity or food requests
Assist at the Fairmont Gold reception desk when appropriate, ensuring no Fairmont Gold guests are waiting
Maintaining conversation with any guests waiting in the lounge or reception area and assisting when necessary
Ensure 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 Standards
Assist the Fairmont Gold Lounge attendants, where necessary, ensuring that Food and Beverage set up is done properly and enough back stock of food is available
Ensuring that the Fairmont Gold Lounge is clean after every meal period break down
Constantly checking that all team members are using proper sanitary and disinfectant procedures
Maintaining that all surfaces are properly being wiped down
Ensure that Fairmont Gold Standard Operating Policies as well as local policies are followed consistently
Confirming that the honor bar is stocked at all times and inventory is properly being taken and tracked
Making sure that the overall lounge ambiance (music, lights, TVs) are up to standard
Ensuring that all equipment is properly functioning at all times and if not, being properly reported for maintenance
Balance operational, administrative and Colleague needs
Ensure that Fairmont Gold room inventory is balanced at all times
Assisting with scheduling as required
Assisting with payroll as required
Monitor Fairmont Gold arrivals and departures ensuring that the operation is running smoothly and efficiently
Continuously monitoring the status of rooms, following up on rooms to be inspected and assisting where necessary
Ensure to touch base with any in-house guests in-lounge to offer assistance, as required
Work with the Guest Experience Manager for any VIP guests and ensure any requirements are arranged and met
Maintain a consistent line of communication with the Housekeeping leader assigned to the Fairmont Gold floors, ensuring that assisted is provided where required
Where necessary, complete any colleague disciplinary action based on steps and training provided via Talent & Culture
Always ensure to train and teach colleagues, offering the opportunity to learn and grow
Follow department policies, procedures and service standards
Follow all safety policies
Organizing the daily arrivals and ensuring full coverage and time for all pre-arrival and arrival tasks
Ensure the Fairmont Gold inventory is balanced at all times and to inform the Fairmont Gold Manager immediately if not
Maintain close communication with the Fairmont Gold Lounge Associates to ensure the lounge is running smoothly at all times
Assisting in ensuring breaks are taken as scheduled
Strategic decision making
Resolving complaints
Conflict resolution
Ensuring an overall cohesive flow from guest arrival to departure and consistent ambiance the lounge
Other duties as assigned
What's In it For You
Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe
We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential
Opportunity 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 WATCH
Salary: $85,000-$95,000
Qualifications
Previous experience managing an executive lounge is required
Previous customer related experience required
Previous leadership experience required
Strong interpersonal and problem-solving abilities
Ability to multi-task in a high paced environment
Ability to assist with the overall operation, where required, and ensure that all administrative and operational duties are complete
Highly responsible and reliable
Computer literate
Ability to work well under pressure in a fast-paced environment
Ability to work well cohesively with fellow colleagues as part of a team
Ability to lead a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Must possess a professional presentation
Carry out specific oral or written instructions, frequently following a simple routine
Do the same tasks over and over, frequently the same way
Get along with all kinds of people
Stand and walk or sit for long periods of time
Lift and carry things like bus totters and buffet plates
Use hands and fingers skillfully
Analyze and interpret established policies
Make business decisions based on productions reports and similar facts as well as on your own experience and personal opinions
Deal with the general public, customers, employees, with tact and courtesy
Plan and organize the work of others
Change activity frequently and cope with interruptions
Speak and write clearly
Accept full responsibility for managing an activity
High school diploma or previous experience an asset
Customer service experience
Previous leadership experience in a 5-star hotel within Rooms and Food & Beverage
Demonstrated organizational skills
Fluent spoken and written English
Second language an asset
Clear thinking on their feet, able to work under pressure
Ability to prioritize multiple demanding tasks
Ability to follow instruction and work quickly and thoroughly
Being able to determine which department could best help the guest
Staying calm when assisting a guest in emergency situations, and knowing what questions to ask
Additional Information 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/D.
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
#J-18808-Ljbffr
Job Description As a 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.
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 standard
Leading the Fairmont Gold pre-shift and ensuring all team members are on the same page
Creating the daily meal period and break schedule
Ensuring the back of house areas are always clean and up to standards, communicating with Housekeeping and Stewarding when necessary
Acting as the Fairmont Gold 'Manager on Duty' and immediately and effectively taking care of any guest concerns
Working with the hotel 'Manager on Duty' as required and maintain an open line of communication
Working with other departments in the hotel (Housekeeping, Engineering, Culinary, Food and Beverage and more) to ensure that the Fairmont Gold operation is running smoothly
Ensuring to properly document and elevate any guest issues using the SCORE entry form in Royal Service Manager and informing upper Management of any urgent concerns
Consistently offer professional, friendly and engaging service
Lead and coordinate all aspects of the Fairmont Gold floor to ensure Fairmont Gold Standards are adhered to
Fully understand and be able to teach and train any heartists on the Fairmont Gold operation, both in-lounge and Supervisory skills
Maintain communication with all departments within the hotel to ensure that Fairmont Gold standards are delivered on a consistent basis
Participate in the recruitment and training of new Colleagues and Supervisors
Ensure proper scheduling in accordance to productivity guidelines
Ensure 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 loyalty
Work with the Culinary team to determine the daily Fairmont Gold Lounge menu
Ensure that the Culinary team is always informed on Fairmont Gold occupancy and any last minute changes in occupancy, arrivals or departures
Ensuring that the Culinary team is well informed of any special guest requests; dietary or special amenity or food requests
Assist at the Fairmont Gold reception desk when appropriate, ensuring no Fairmont Gold guests are waiting
Maintaining conversation with any guests waiting in the lounge or reception area and assisting when necessary
Ensure 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 Standards
Assist the Fairmont Gold Lounge attendants, where necessary, ensuring that Food and Beverage set up is done properly and enough back stock of food is available
Ensuring that the Fairmont Gold Lounge is clean after every meal period break down
Constantly checking that all team members are using proper sanitary and disinfectant procedures
Maintaining that all surfaces are properly being wiped down
Ensure that Fairmont Gold Standard Operating Policies as well as local policies are followed consistently
Confirming that the honor bar is stocked at all times and inventory is properly being taken and tracked
Making sure that the overall lounge ambiance (music, lights, TVs) are up to standard
Ensuring that all equipment is properly functioning at all times and if not, being properly reported for maintenance
Balance operational, administrative and Colleague needs
Ensure that Fairmont Gold room inventory is balanced at all times
Assisting with scheduling as required
Assisting with payroll as required
Monitor Fairmont Gold arrivals and departures ensuring that the operation is running smoothly and efficiently
Continuously monitoring the status of rooms, following up on rooms to be inspected and assisting where necessary
Ensure to touch base with any in-house guests in-lounge to offer assistance, as required
Work with the Guest Experience Manager for any VIP guests and ensure any requirements are arranged and met
Maintain a consistent line of communication with the Housekeeping leader assigned to the Fairmont Gold floors, ensuring that assisted is provided where required
Where necessary, complete any colleague disciplinary action based on steps and training provided via Talent & Culture
Always ensure to train and teach colleagues, offering the opportunity to learn and grow
Follow department policies, procedures and service standards
Follow all safety policies
Organizing the daily arrivals and ensuring full coverage and time for all pre-arrival and arrival tasks
Ensure the Fairmont Gold inventory is balanced at all times and to inform the Fairmont Gold Manager immediately if not
Maintain close communication with the Fairmont Gold Lounge Associates to ensure the lounge is running smoothly at all times
Assisting in ensuring breaks are taken as scheduled
Strategic decision making
Resolving complaints
Conflict resolution
Ensuring an overall cohesive flow from guest arrival to departure and consistent ambiance the lounge
Other duties as assigned
What's In it For You
Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe
We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential
Opportunity 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 WATCH
Salary: $85,000-$95,000
Qualifications
Previous experience managing an executive lounge is required
Previous customer related experience required
Previous leadership experience required
Strong interpersonal and problem-solving abilities
Ability to multi-task in a high paced environment
Ability to assist with the overall operation, where required, and ensure that all administrative and operational duties are complete
Highly responsible and reliable
Computer literate
Ability to work well under pressure in a fast-paced environment
Ability to work well cohesively with fellow colleagues as part of a team
Ability to lead a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Must possess a professional presentation
Carry out specific oral or written instructions, frequently following a simple routine
Do the same tasks over and over, frequently the same way
Get along with all kinds of people
Stand and walk or sit for long periods of time
Lift and carry things like bus totters and buffet plates
Use hands and fingers skillfully
Analyze and interpret established policies
Make business decisions based on productions reports and similar facts as well as on your own experience and personal opinions
Deal with the general public, customers, employees, with tact and courtesy
Plan and organize the work of others
Change activity frequently and cope with interruptions
Speak and write clearly
Accept full responsibility for managing an activity
High school diploma or previous experience an asset
Customer service experience
Previous leadership experience in a 5-star hotel within Rooms and Food & Beverage
Demonstrated organizational skills
Fluent spoken and written English
Second language an asset
Clear thinking on their feet, able to work under pressure
Ability to prioritize multiple demanding tasks
Ability to follow instruction and work quickly and thoroughly
Being able to determine which department could best help the guest
Staying calm when assisting a guest in emergency situations, and knowing what questions to ask
Additional Information 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/D.
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
#J-18808-Ljbffr