Guest Services Manager

Job Description

As a Guest Services Manager, you represent Fairmont Grand Del Mar with enthusiasm and pride, providing exceptional service and attention for each guest you encounter. You are energetic and confident and will encourage your teammates to achieve and be positive. You are entrusted with the responsibility of ensuring the best possible experience for your guests at all times.

Responsibilities:

• Consistently offer professional, friendly and engaging service
• You work with the Front Office Leadership Team to lead and manage the day-to-day operation and long-term strategic planning of the Guest Services department
• You assist the Director of Front Office in all aspects of the department and ensure service standards are followed
• You will be the head of department for Valets, Bellman, Doorman and Coordinators
• You are familiar with all policies and procedures relating to the Front Desk and Guest Services providing hands-on support as needed
• You are an inspiration to all hotel staff to achieve luxury levels of performance
• You act as a lead for Guest Services and ensure that guest and employee issues are resolved, and the guest is satisfied
• You monitor, document, and notify the Director of Front Office of any concerns or issues that may impact the operation and the achievement of department goals and objectives
• You complete Talent & Culture responsibilities including but not limited to performance feedback, recognition program, employee satisfaction action plans, payroll and scheduling, standard operating procedures creation, and training and onboarding
• You manage staffing levels in response to business levels and in accordance with Unifocus projected hours
• Other duties as assigned

Qualifications

• Previous experience in managing Guest Services or Valet Parking
• Experience in 5-star Forbes hotel is required
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Ability to work well under pressure 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
• Get along with all kinds of people
• Stand and walk for long periods of time
• 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
• Ability to plan and organize the work of others
• Change activity frequently and cope with interruptions
• Communicate effectively to all types of audiences
• Ability to provide specific oral or written instructions
• Accept full responsibility for managing an activity
• Must be flexible with schedule- ability to work weekdays, weekends, holidays, evening and overnight shifts