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    Guest Services Manager - Austin, United States - Fairmont Austin

    Fairmont Austin
    Fairmont Austin Austin, United States

    2 weeks ago

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    Description

    **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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