Guest Experience Manager

Job description

Company Description

​​​​​Since 1907, Fairmont has served as the San Francisco residence for U.S. presidents, world leaders and entertainment stars. The landmark hotel offers 606 well-appointed guest rooms and suites, three distinctive restaurants, a health club and easy access to the city’s most popular attractions. Fairmont San Francisco is located atop Nob Hill at 950 Mason Street.

Fairmont is proud to be an Equal Opportunity Employer. Feel free to visit our website at http://www.fairmont.com/ to find out more about our company.
EOE/M/F/D/V

Job Description

The Guest Experience Manager is responsible for ensuring the highest level of guest service is provided to the Fairmont San Francisco guests at every interaction point with the hotel. The Guest Experience Manger will make certain selected VIPs receive exclusive tailored experiences at the established high standards.  In their role, they will also oversee Accor Live Limitless loyalty program and act as a resource to the overall operations of the hotel by providing assistance and direction as needed.   

Summary of Responsibilities:

Reporting to the Director of Front Office, the Guest Experience Manager, responsibilities and essential job functions include but are not limited to the following:

·  Oversee the arrival process from pre-arrival, through post-departure ensuring satisfaction
·  Demonstrate a commitment to provide consistent professional, engaging, friendly, anticipative service to exceed the needs and expectations of our discerning guests through attention to detail and recognition
·  Supervise Guest Services department including bell, door, and concierge staff
·  Conduct regularly scheduled departmental meetings
·  Manage the departmental budget
·  Oversee operational, administrative and Colleague needs
·  Conduct training and audits of guest interactions and service delivery to ensure compliance with established standards
·  Conduct regular inspections of public areas to ensure cleanliness
·  Champion for coordinating History and Penthouse Tours
·  Point of contact for high rated and high value guests acting as hotel liaison for guest requests pre-arrival, in house, and post departure with the intent of offering tailored experiences and establish relationships aimed at building loyalty and repeat business
·  Develop and maintain strong guest relationships with all loyal guests establishing clear lines of communication pre, post and during guest stays
·  Determine VIP status of any requests as identified Executive Office and Sales Office
·  Review arrivals and VIP reports to ensure all special requirements are met or exceeded
·  Review reservations of VIPs, transient, and ALL members to ensure traces, comments and profile notes are set-up successfully
·  Develop and maintain strong relationship with other operational departments
·  Ensure all transient guests receive pre-arrival communication, cultivating their personalized experience in San Francisco, including offering to book transportation, dining reservations, tours, and ensuring all rooming needs are met
·  Ensure selected VIP rooms are prepared to their liking by warming rooms and adding personal touches
·  Meet, greet and escort guests as required
·  Monitor progress of curbside check-in readiness, and assist with doorperson capture at peak arrival times 
·  Take lead in handling all guest complaints in a professional and efficient manner, ensuring proper follow-up, guest recovery and communication with departments
·  Design and implement programs and initiatives that improve overall guest satisfaction and engagement.
·  Collaborate with marketing and sales teams to promote guest experience initiatives.
·  Owner of ACDC to enhance guest preferences are captured by various departments and profiles are updated to enhance guest experience
·  Participate and Support the  Excellence Committee developing, maintaining and overseeing Quality Control Programs throughout the hotel in relation to hotels’ VOG, LQA goals, ACDC, and Local Measure
·  Actively promotes Fairmont Service Promise behaviors and Service Essential compliance
·  Knows all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for handling of Fire Panel, ensuring guest safety is followed by all hotel staff
·  Manage the Concierge Team and Guest Services Team
·  Responsible for hiring, disciplining colleagues in guest services and concierge
·  Additional duties as assigned
·  Salary Range: $85,000-$114,000 USD Gross Annually

 

 

 

Qualifications

·  Previous leadership experience in a similar position preferred
·  Previous Property Management System experience preferred
·  University/College degree in a related discipline an asset
·  Must be able to work weekends and holidays
·  Must maintain flexible schedule with possibility to work morning, evening and overnights 
·  Highly organized, results-oriented with the ability to be flexible and work well under pressure.
·  Excellent written and verbal interpersonal and communication skills
·  Must possess a professional presentation
·  Strong problem solving abilities
·  Computer literate in Microsoft Window applications preferred
·  Ability to work in a fast paced environment
·  Ability to work cohesively as part of a team
·  Ability to focus attention on guest needs, remaining calm and courteous at all times

Visa Requirements: Must provide proof of eligibility to work in the United States.

Additional Information

Fairmont is proud to be an Equal Opportunity Employer. Feel free to visit our website at http://www.fairmont.com/ to find out more about our company.
EOE/M/F/D/V

All your information will be kept confidential according to EEO guidelines.