Guest Experience Manager

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. We know that to offer our guests the best, we first need to offer our employees the best. That is why you'll find exceptional work opportunities-throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific-as well as industry-leading training, career development, recognition and rewards, Fairmont Hotels & Resorts is a celebrated collection of hotels that included landmark locations like London's The Savoy, New York's The Plaza and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment: we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Scope:

The Guest Experience Manager is responsible for the maintaining and continuous improvement of the overall guest experience. The Guest Experience Manager will ensure to anticipate guest needs and requests before and during their stay with us. Responsible for the overall training of guest experience, Head Concierge and Duty Managers to exceed expectations. Addressing complaints and implements a recovery plan to ensure every guest leaves with unforgettable memories by ensuring minimal revenue loss. The Guest Experience Manager is required to be attentive, friendly and efficient in providing quality guest experience while maximizing revenue. Guest Experience is an important factor in ensuring all Welcome Back, High Profile and High Maintenance guests have a long lasting memorable stay with us.

Key Responsibilities and Duties

• Ensuring hotel procedures and systems are maintained and effectively operated
• Continuously evaluates department Standard Operating Procedures
• Audit and development of guest information data on Opera
• Drive Leading Hotels of the World and ALL Loyalty standards
• Managing guest interchange programme
• Ensure productive and efficient communication between departments
• Building and improving on relationships with agents
• Models the Organizational Values and Grace Memorandum,
• Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss
• Encouraging the use of the “Generosity Pot” across departments
• Has operational managerial responsibility over all departments in the absence of the Exec and Department Head
• Has responsibility for ad hoc project teams
• Participates in ad hoc On Job Training and coaching in departments to ensure effective service and operations
• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the high standard of service, appearance and social skills set according to the company policy
• Works in harmony with all departments and employees, is willing to assist others if and when required
• Attends all training workshops as and when required and deemed Mandatory by the Director of Rooms Division
• Is familiar with all policies and procedures, house rules, LHW standards, fire, security, and emergency procedures as well as all checklists pertaining to the position
• Performs any reasonable duty as instructed by the Director of Rooms Division

Financial Attributes

• Resolve Guest Glitches with a minimum of cost to the hotel while ensuring the appropriate level of satisfaction
• Works with departments to reduce cost of operation
• Encourages upselling of all rooms, hotel facilities and outlets
• Encourages Concierge to promote the upselling of the hotel chauffeur vehicle

• Matric/Grade 12 or equivalent is a prerequisite.
• A hospitality: management and/or similar qualification will be highly advantageous
• At least 3 years Management experience; preferably gained in a 5-star environment
• Computer literate on the MS Office Suite (Word, Excel, and PowerPoint) as well as Opera Cloud
• Fluent in English (written and spoken). A foreign language is advantageous
• Proven abilities in:
  • Guest relations
  • Sales – Ability to Upsell the hotel facilities and outlets
  • Time and workflow management
  • Highly experienced in employee management
  • Effective decision-making and judgement
  • Conflict resolution
  • Interpersonal communication skills
  • Delivery to required standards in a fast-paced and dynamic environment

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.