Guest Services Manager

4 weeks ago

Austin, United States Fairmont Austin Full time

**Guest Services Manager**

Fairmont Austin Location Austin, Texas, United States Category Rooms FAIRMONT Posted Date 02/03/2022 **Job Start Date :** 02/03/2022 * Ensure service provided by all colleagues in the Guest Services department is in line with luxury standards and supports property initiatives, including verbiage and non-verbal communication, utilizing service audits, observations, and other means

* Ensure conditions of the entrance, front drive, and lobby of the property exemplify luxury standards. Collaborate with housekeeping and engineering to rectify opportunities expeditiously

* Collaborate with third party partners in ensuring shared operational and safety standards are being met at all times

* Assist in leading the day-to-day operation and flow of traffic on the front drive, in conjunction with third party account manager, and support guest flow of foot traffic in the lobby, as needed

* Support front of house Rooms Division leadership schedule, including Manager on Duty tasks and shifts, as needed

* Provide Guest Services colleagues with positive feedback, including training, coaching, and counseling, and maintain accountability throughout the department

* Generate and review schedules for all colleagues in the Guest Services department to align with labor standards and ensure proper service levels

* Consistently offers professional, engaging and friendly service

* Manage guest concerns and recovery in a timely fashion, notifying proper areas to guarantee memorable moments for our guests

* Ensure guest requests are actioned in an expeditious manner, including luggage assistance at the vehicle, luggage delivery, luggage pick-up, guest deliveries, and room drops

* Ensure porterage is posted as per terms and conditions, as applicable

* Analyze guest feedback data to identify trends and areas of opportunity within operating procedures

* Ensure that the departments equipment is well cared for and properly maintained

* Coordinate and communicate with other departments within the Rooms Division and the hotel on non-routine duties, tasks, events, events and projects within established timeframe

* Other duties as assigned

* Service focused personality is essential and previous leadership experience required

* Previous operational experience within hotels services preferred

* Prior experience working with Opera or related property management system preferred

* Communicate thoughts, actions, and opportunities clearly with strong networking skills

* Ability to multi task and handle assignments in a fast paced, high pressure work environment and deadlines

* Highly organized with an ability to communicate effectively and maintain good relationships with multiple departments and all stakeholders

* Ability to maintain professionalism in working with senior leaders, hourly colleagues and outside vendors and contacts

* Ability to engage with high touch guests or VIP guests with the utmost level of confidentiality and ensure they are having an enjoyable stay

* Possess excellent working knowledge of computer software programs to include Microsoft Office (Word, Excel and PowerPoint)

* Able to effectively communicate English in both written and oral forms

* Paid time off

* Medical, Dental and Vision Insurance, 401K

* Complimentary shift meal

* Employee benefit card offering discounted rates in Accor worldwide

* Learning programs through our Academies

* Opportunity to develop your talent and grow within your property, as well as globally

* Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

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