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Guest Services Supervisor

Il y a 2 mois

IssylesMoulineaux, Île-de-France Accor Temps plein

Company Overview

Fairmont Olympic Hotel stands as a historic icon in Seattle's downtown, offering a luxurious experience to its guests. We pride ourselves on delivering exceptional service in a remarkable setting.

Position Overview

Reporting to the Front Desk Managers, the Guest Relations Supervisor plays a pivotal role in ensuring our commitments to guests are met, particularly for our valued Accor Live Limitless members. This position is essential in delivering engaging, personalized, and high-quality service, which is fundamental to creating memorable experiences for our guests.

Benefits:

  • Competitive hourly wage of $26.21 plus a $500 bonus after six months of successful employment.
  • Access to an employee travel program with discounted rates at Fairmont and Accor hotels globally.
  • Discounts on parking and public transportation.
  • Paid meal breaks with complimentary meals provided in the staff dining area.
  • Opportunities for professional development through our learning academies.
  • Comprehensive medical, dental, and vision insurance for full-time employees and their families, including free base medical insurance.
  • 401K retirement plans with a 4% match for all employees.
  • Opportunities for career advancement within the hotel and across the global network.
  • Engage in Corporate Social Responsibility initiatives.
  • Work in a fun and elegant environment with supportive colleagues.
Key Responsibilities:
  • Serve as the primary advocate for the Accor Live Limitless (ALL) Program, sharing updates and initiatives.
  • Proactively promote ALL membership enrollment.
  • Facilitate training for new Front Office staff and assist in ongoing training efforts.
  • Ensure new Front Desk and Royal Service team members are onboarded effectively and complete training promptly.
  • Provide anticipatory service by addressing special requests from guests.
  • Collaborate with Front Desk Managers to ensure efficient room assignments and review of arrival reservations.
  • Work closely with various departments to ensure guests enjoy memorable interactions, particularly for VIPs and ALL members.
  • Coordinate timely delivery of amenities for VIP guests.
  • Maintain an active presence in the lobby to facilitate smooth operations and enhance guest experiences.
  • Act as a liaison among Front Office, Housekeeping, Concierge, Food & Beverage, and Sales departments.
  • Communicate with guests pre-arrival and respond to requests to ensure exceptional service delivery.
  • Assist with check-in, check-out, and special requests while recognizing VIP guests.
  • Uphold Fairmont Brand Standards and ensure compliance with LQA and Forbes audits.
  • Address and resolve guest challenges using the SCORE system.
  • Availability for a flexible schedule, including days, nights, and weekends.
  • Perform additional duties as assigned.
Qualifications:
  • Previous experience in guest relations, customer service, or hospitality is required.
  • Experience in a luxury hotel environment is advantageous.
  • Strong interpersonal and communication skills are essential.
  • Familiarity with Opera and hotel loyalty programs is a plus.
  • Excellent problem-solving skills and the ability to remain composed under pressure.
  • Attention to detail and strong organizational skills are necessary.
  • A passion for guest service and effective training abilities are required.
  • Proficiency in all MS Office applications is mandatory.
  • Must be available to work varied hours, including holidays and weekends.
  • Visa Requirements: Must be legally authorized to work in the United States.
Physical Requirements:
  • Ability to stand for extended periods and walk intermittently.
  • Capacity to lift and carry up to 25 lbs at shoulder height.
  • Ability to push/pull up to 75 lbs occasionally.
  • Proficient in performing various physical tasks, including bending, squatting, and reaching.

Commitment to Diversity & Inclusion:
We are dedicated to fostering an inclusive environment and aim to attract, recruit, and promote diverse talent. We are an equal opportunity employer, and all offers are contingent upon background checks and E-Verify.

Join us in making a difference