Guest Relations Manager

Job Description

• Lead the daily Guest Relations and Fairmont Gold Lounge operations.
• Ensure seamless guest experiences from pre-arrival through post-departure.
• Oversee all VIP, Fairmont Gold, ALL members and repeat guest recognition.
• Review arrivals, departures, in-house guests, celebrations and Handle With Care guests daily.
• Ensure Fairmont Gold Lounge operates in accordance with Fairmont Brand Standards.
• Monitor lounge presentation, food & beverage offerings, cleanliness and ambience.
• Coordinate personalized amenities, welcome letters and special occasions.
• Lead guest recovery and service recovery initiatives following the Own It and Guest Recovery framework.
• Personally handle complex guest concerns and ensure timely follow-up until closure.
• Conduct root cause analysis of recurring guest complaints and implement corrective actions.
• Drive LQA, TrustYou, guest satisfaction and quality initiatives.
• Review guest feedback trends and share action plans with department heads.
• Conduct daily lobby, public area and Fairmont Gold inspections.
• Lead and coach the Guest Relations and Fairmont Gold teams through daily briefings and one-to-one coaching.
• Support recruitment, onboarding, training, performance management and succession planning.
• Drive ALL – Accor Live Limitless enrolments and member’s recognition.
• Promote upselling opportunities and support Rooms revenue initiatives.
• Maintain accurate guest profiles in Opera Cloud and ensure guest preferences are updated.
• Monitor ALICE/Royal Service guest requests and ensure timely completion.
• Coordinate closely with Front Office, Housekeeping, Engineering, Concierge, Security, Royal Service and Food & Beverage.
• Support emergency response and Manager on Duty responsibilities when assigned.
• Ensure compliance with hotel policies, cash handling procedures and key control.
• Promote health, safety, HACCP and security standards.
• Prepare operational reports, guest recovery summaries and quality analysis.
• Develop innovative guest experience initiatives aligned with Fairmont's 'Make Special Happen' philosophy.
• Perform any additional duties assigned by hotel management.

Qualifications

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Strong interpersonal and problem solving abilities.
• Highly responsible & reliable.
• Fluency in English, secondary language preferred.
• Minimum of 2 years previous proven managerial position or equivalent in a customer service industry.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).
• Knowledge of Opera Cloud Property Management System an asset.
• Ability to work cohesively with fellow heartists as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.

Additional Information