26 Oct
FAIRMONT
Metro Vancouver
Job Description
Guest Relations Manager - Full Time, Seasonal (November - March)
Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into special memories for our guests at Fairmont Waterfront. Showcase your interpersonal strengths as Guest Relations Manager, where you will lead, train and recognize your team in support of exceptional guest service!
Summary of Responsibilities:
Reporting to the Director of Rooms, responsibilities and essential job functions include but are not limited to the following:
- Lead and support all aspects of the Front Office departments, including Front Desk, Reservations, Royal Service, Concierge, Guest Services, and Fairmont Gold,
ensuring adherence to service standards and providing friendly, engaging service.
- Address guest concerns promptly, tracking and communicating with relevant departments to ensure memorable guest experiences.
- Continuously seek and utilize guest feedback to improve service quality.
- Promote Accor Live Limitless to enhance on-site loyalty member recruitment and implement Room Upsell programs to drive incremental revenue.
- Review arrivals and departures, manage VIP and special request reservations, and coordinate room assignments with relevant departments.
- Collaborate with Housekeeping and Guest Services on arrivals, departures, and lobby management, and oversee tours, groups, and conferences from a Front Desk perspective.
- Communicate operational needs and important information to teams through briefings, emails, and meetings.
- Maximize room revenue by balancing rooms inventory.
- Optimize productivity through effective staffing and scheduling.
- Coach and mentor Front Office colleagues in their personal and professional development.
- Act as an active member of the Emergency Response Team, including handling emergency procedures and fire panel management.
- Ensure a safe working environment by following and maintaining Health & Safety standards.
- Assist with special projects and tasks as assigned by the hotel leadership team.
▶️ Guest Relations Manager - Full Time, Seasonal (November - March)
🖊️ FAIRMONT
📍 Metro Vancouver