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Guest Services Supervisor

Il y a 2 mois

IssylesMoulineaux, Île-de-France Accor Temps plein

Company Overview

The Fairmont Olympic Hotel stands as a historic icon in Seattle's downtown, offering a luxurious environment for both guests and employees. Join us in delivering exceptional service in a prestigious setting.

Position Overview

Reporting to the Front Desk Managers, the Guest Relations Supervisor will be instrumental in upholding our commitments to Accor Live Limitless members while supporting the Front Office team to ensure that guest experiences surpass expectations. This position is vital in delivering luxury, engaging, and personalized service, which is essential for creating memorable moments for our guests.

What We Offer:

  • 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 in our staff dining area.
  • Opportunities for professional development through our Academies.
  • Comprehensive medical, dental, and vision insurance for full-time employees and their families, including free base medical insurance for employees.
  • 401K retirement plans with a 4% match for all employees.
  • Opportunities for career advancement within the hotel and across the globe.
  • Engage in meaningful Corporate Social Responsibility initiatives.
  • Enjoy a vibrant and elegant work atmosphere with wonderful colleagues.
Key Responsibilities:
  • Serve as the primary advocate for the Accor Live Limitless (ALL) Program, ensuring effective communication of updates and initiatives.
  • Proactively drive ALL membership enrollment efforts.
  • Train new Front Office staff and assist in ongoing training initiatives.
  • Ensure new Front Desk and Royal Service staff are set up on ALL Campus and complete training within the designated timeframe.
  • Provide high-level anticipatory services by addressing special requests from guests.
  • Collaborate with Front Desk Managers to ensure proper room assignments and thorough review of arrival reservations for seamless operations.
  • Work closely with various departments to ensure guests have unforgettable experiences, particularly for VIPs and ALL members.
  • Coordinate timely delivery of amenities for VIP guests and members.
  • Maintain an active presence in the lobby to facilitate smooth operations and enhance guest interactions.
  • Act as a liaison between Front Office, Housekeeping, Concierge, Food & Beverage, and Sales – Event departments.
  • Communicate effectively with guests, including pre-arrival interactions, to ensure their special requests are fulfilled.
  • Assist with check-in, check-out, and special requests while recognizing VIPs and guests.
  • Uphold all Fairmont Brand Standards and successfully pass LQA and Forbes audits.
  • Address and resolve guest challenges with proper follow-through using the SCORE system.
  • Flexibility in scheduling, including day, night, and weekend shifts, is required.
  • Perform additional duties as assigned.
Qualifications:
  • Prior experience in guest relations, customer service, loyalty, or hospitality is essential.
  • Experience in a luxury hotel environment is advantageous.
  • Strong interpersonal and communication skills are necessary.
  • Familiarity with Opera and hotel loyalty programs is a plus.
  • Excellent problem-solving skills and the ability to remain composed under pressure are required.
  • Exceptional attention to detail and organizational skills are essential.
  • A passion for guest service and strong training abilities are required.
  • Proficiency in all MS Office applications is necessary.
  • Availability to work various hours, including holidays and weekends, as business needs dictate.
  • Visa Requirements: Must be legally eligible to work in the United States.
Physical Requirements:
  • Ability to stand for extended periods, with intermittent walking.
  • Capacity to occasionally lift and carry up to 25 lbs at shoulder height.
  • Ability to occasionally push/pull up to 75 lbs.
  • Capability to perform simple grasping, fine manipulation, and repetitive hand and arm movements frequently.
  • Ability to bend, squat, crawl, kneel, push, pull, and walk on uneven surfaces occasionally.

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. All offers are contingent upon background checks and E-Verify.

Embrace your passion, care for the world, and challenge the status quo #BELIMITLESS