Gold Supervisor/Concierge

Job Description

• Consistently offer professional, friendly and engaging service
• Demonstrate Fairmont Corporate standards and Service Promise standards in every interaction with guests and colleagues.
• Make certain that all Fairmont Château Laurier policies, procedures and corporate standards are known, followed and acted upon at all times
• Responsible for all aspects of the Fairmont Gold operations, to ensure a smooth operation and the highest level of guest satisfaction at all times
• Review all Fairmont Gold reservations to ensure all standards are met
• Ensure that the reservations of our ALL Accor Live Limitless Members are in order and that members’ expectations are met
• Direct and execute approved plans and programs for Fairmont Gold in accordance with company and hotel policies
• Track and forecast daily, weekly and monthly Fairmont Gold occupancy
• Control room inventory including out of order rooms, sell outs, preventive maintenance and special room projects
• Ensure the highest revenues possible are generated by participating in, supporting and promoting the Fairmont Gold upsell program as well as monitoring honour bar revenue
• Provide exceptional concierge information to our guests
• Establish and maintain communication with all Fairmont Gold staff on a daily basis
• Develop and maintain contacts with counter parts in other Fairmont properties as well as other hotels and hospitality services in the city
• Strong and effective communication with all other departments, highlighting Fairmont Gold requirements from supplies to manpower requirements to ensure proper level of service to our guests
• Attend Department Communication meetings and other meetings in absence of Fairmont Gold Director
• Maintain and report housekeeping and maintenance deficiencies in the department
• Provide exceptional service in the Fairmont Gold lounge
• Responsible for overseeing the set up and break down of all food and beverage presentations in the lounge (breakfast, coffee/tea service, bar service and canapés)
• Assist guests regarding food and beverage menu items
• Have knowledge of all menu items, garnishes, contents and preparation methods
• Attention to detail in ensuring the lounge is well maintained at all times and that the ambiance changes in the lounge from one food and beverage presentation to the next
• Lead and supervise the Fairmont Gold attendants to ensure all Fairmont Gold Standards and operating procedures are adhered
• Participate in recruitment, selection and performance management (including corrective action), of all colleagues working in Fairmont Gold
• Participate in the orientation and cross training process of all hotel colleagues who provide services to Fairmont Gold guests
• Ensure that the appropriate service levels are provided and achieved at all times
• Participate actively in the achievement of Guest Satisfaction initiatives
• Participate actively in the hotel community to further inter-departmental working relationships
• Take ownership in the achievement of Colleague Engagement Survey objectives
• Promote and enforce the hotel’s Health & Safety standards and emergency procedures
• Promote and adheres to the company’s Environmental and Green Team policies and procedures
• Perform related duties and special projects as assigned

Qualifications

• Previous Front Desk Agent experience required
• Two years' experience as a Concierge or Hotel Guest Services Agent
• Previous experience in a supervisory managerial capacity an asset
• Must have a proven record of exceeding guest expectations and commitment to guest service
• A Degree or Diploma in Hospitality Administration from a recognized University or College
• Previous food and beverage serving experience is preferred. Smart Serve certification required
• A sound knowledge of major cultures and expectations of international travelers
• Excellent written and verbal communication skills in both official languages
• Excellent interpersonal skills, with proven service leadership skills and the ability to inspire colleagues to deliver outstanding service
• Strong problem solving abilities
• Must have the ability to work cohesively as part of a team
• Organized and results-oriented with the ability to be flexible and perform well under pressure in a fast-paced changing environment
• Proven initiative and ability to complete projects in a timely manner
• Knowledge of Opera (Property Manager), Excel, Microsoft Word, Outlook
• Active member in good standing of Les Clefs D’Or is an asset

Additional Information

Physical Aspects of Position (include but are not limited to):

• Frequent standing and walking throughout shift
• Occasional kneeling, pushing, pulling, lifting up to 20lbs
• Occasional ascending or descending ladders, stairs and ramps

Fairmont Château Laurier is proud to provide employment accommodation during the recruitment process. Should you require any accommodations, please notify us.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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

AI disclosure: We use artificial intelligence to help screen and assess applications for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.