Fairmont Gold Manager

Fairmont Dallas, located in the Arts District of downtown Dallas, offers 545 elegant guestrooms and suites, with over 73,000 square feet of flexible meeting space. For over 50 years, Fairmont Dallas has been the setting for countless civic, social cultural, convention and corporate events, setting the stage for countless memories.

Responsible for the management of all aspects of Fairmont Gold, in accordance with hotel standards.  Directs, implements and maintains a service and leadership philosophy, which serves as a guide to respective staff.

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Responsible for all aspects of Guest Service and Guest Satisfaction that are generated and maintained in the Fairmont Gold Department.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Exceptional knowledge of surrounding area.
• Maintain complete knowledge at all times of:
• all hotel features/services, hours of operation.
• all room types, numbers, layout, decor, appointments and location.
• all room rates, special packages and promotions.
• daily house count and expected arrivals/departures.
• room availability status for any given day.
• scheduled in-house group activities, locations and times.
• all hotel and departmental policies and procedures.
• Track and Forecast daily, weekly and monthly Fairmont Gold Occupancy levels and plan the Fairmont Gold Department accordingly.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Ensure that current information on rates, packages and promotions is available at the Fairmont Gold Desk and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.  Adjust schedules throughout the week to meet the business demands.
• Ensure that staff reports to work as scheduled.  Document any late or absent employees.
• Coordinate breaks for staff.
• Assign work duties to staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within 15- 20 minutes. 
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor guest mail and ensure that it is processed according to procedures.
• Screen and interview Fairmont Gold applicants.
• Facilitate the Training & Development of the Fairmont Gold Team. Participate in the Training & Communication process of all colleagues providing service to Fairmont Gold.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation, in line with Fairmont Gold Standards of Procedures & Service.
• Provide direction and guidance to Fairmont Gold Supervisors in order to maintain service and food quality levels.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
• Contact newly registered V.I.P. guests 15 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.  Document each call according to procedures.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
• Contracted banks
• Shortages/overages
• Late charges
• Petty cash/paid outs
• Adjustments
• Posting charges
• Making change for guests
• Cashing personal/travelers checks
• Exchange Foreign currency
• Payment methods/processing
• Settling accounts
• Closing reports
• Cashier reports
• Balancing receipts
• Dropping receipts
• Securing banks
• Assist staff with expediting problem payments.
• Anticipate low occupancy periods and coordinate blocking of rooms with Director, Housekeeping to maximize labor costs, deep cleaning and maintenance of rooms.
• Review the arrival report for accuracy and completeness.  Rectify any deficiencies with respective personnel.
• Ensure that all VIPs are pre-registered according to standards. 
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print special requests report and block according to specifications.
• Print credit check report and review status of each account.  Follow up on accounts beyond approved credit limits.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
• 49. Review trace reports and follows up accordingly.
• Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
• Review requests for late checkouts and approve according to occupancy.  Communicate this information to Housekeeping.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
• Print report on discrepant rooms, research discrepancies and enter current status accordingly.
• Complete rate check nightly.
• Maintain awareness of undesirable persons on hotel premises and contact Loss Prevention where necessary.
• Ensure all closing duties for staff is completed before staff signs out.  Sign off on all paperwork for staff.
• Complete and direct scheduled inventories.
• Conduct monthly departmental meetings.
• Attend designated meetings.
• Complete departmental filing.
• Provide guest room tours.
• Follow up on assignments given by Director, Front Office.
• Perform all steps of recruiting process to hire new team members.
• Conduct interviews.
• Conduct a 2-week formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel colleagues according to Hotel standards.
• Maintain complete records on Attendance Calendars of attendance and any performance/disciplinary conversations with staff.
• Conduct performance reviews in a timely manner.
• Foster and promote a cooperative working climate, maximizing productivity and colleague morale.
• Complete work orders for maintenance repairs and submit to Royal Service.  Contact Engineering directly for urgent repairs.
• Document pertinent information in department log book.
• Complete all paperwork and closing duties.
• Review status of assignments and any follow-up action with on-coming Supervisor.
• Assist in ordering supplies and keep track of inventory.  Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Assist Front Desk operations in the absence of the Front Desk Manager.
• Assist with other duties as assigned.

• College degree, preferably in Hospitality Management.
• A minimum of two years Concierge or Front Office leadership experience, preferably in luxury hotel environment.
• Ability to suggestively sell.
• Previous guest relations training.
• Certification in an alcohol awareness program (TABC) and Food Handling.
• Certification of previous training in liquor, wine, food service and sanitation procedures.
• Fluency in English, both verbal and non-verbal.
• Compute basic arithmetic.
• Proven ability to balance complimentary objectives, guest service, colleague satisfaction and profitability.

What’s in it for you:

• 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 Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
• Career development opportunities with national and international promotion opportunities