- Integral
- Permanente
- FAIRMONT
- Governança
__jobinformationwidget.freetext.LocationText__
Fairmont San Francisco, San Francisco, United States
__jobinformationwidget.freetext.ExternalReference__
REF49058F
Guest Experience Manager
Region
Luxury & Lifestyle
Esta vaga já expirou. Veja funções semelhantes abaixo...
Since 1907, Fairmont has served as the San Francisco residence for U.S. presidents, world leaders and entertainment stars. The landmark hotel offers 606 well-appointed guest rooms and suites, three distinctive restaurants, a health club and easy access to the city’s most popular attractions. Fairmont San Francisco is located atop Nob Hill at 950 Mason Street.
Fairmont is proud to be an Equal Opportunity Employer. Feel free to visit our website at http://www.fairmont.com/ to find out more about our company.
EOE/M/F/D/V
The Guest Experience Manager is responsible for ensuring the highest level of guest service is provided to the Fairmont San Francisco guests at every interaction point with the hotel. The Guest Experience Manger will make certain selected VIPs receive exclusive tailored experiences at the established high standards. In their role, they will also oversee Accor Live Limitless loyalty program and act as a resource to the overall operations of the hotel by providing assistance and direction as needed.
Summary of Responsibilities:
Reporting to the Director of Front Office, the Guest Experience Manager, responsibilities and essential job functions include but are not limited to the following:
- Oversee the arrival process from pre-arrival, through post-departure ensuring satisfaction
- Demonstrate a commitment to provide consistent professional, engaging, friendly, anticipative service to exceed the needs and expectations of our discerning guests through attention to detail and recognition
- Supervise Guest Services department including bell, door, and concierge staff
- Conduct regularly scheduled departmental meetings
- Manage the departmental budget
- Oversee operational, administrative and Colleague needs
- Conduct training and audits of guest interactions and service delivery to ensure compliance with established standards
- Conduct regular inspections of public areas to ensure cleanliness
- Champion for coordinating History and Penthouse Tours
- Point of contact for high rated and high value guests acting as hotel liaison for guest requests pre-arrival, in house, and post departure with the intent of offering tailored experiences and establish relationships aimed at building loyalty and repeat business
- Develop and maintain strong guest relationships with all loyal guests establishing clear lines of communication pre, post and during guest stays
- Determine VIP status of any requests as identified Executive Office and Sales Office
- Review arrivals and VIP reports to ensure all special requirements are met or exceeded
- Review reservations of VIPs, transient, and ALL members to ensure traces, comments and profile notes are set-up successfully
- Develop and maintain strong relationship with other operational departments
- Ensure all transient guests receive pre-arrival communication, cultivating their personalized experience in San Francisco, including offering to book transportation, dining reservations, tours, and ensuring all rooming needs are met
- Ensure selected VIP rooms are prepared to their liking by warming rooms and adding personal touches
- Meet, greet and escort guests as required
- Monitor progress of curbside check-in readiness, and assist with doorperson capture at peak arrival times
- Take lead in handling all guest complaints in a professional and efficient manner, ensuring proper follow-up, guest recovery and communication with departments
- Design and implement programs and initiatives that improve overall guest satisfaction and engagement.
- Collaborate with marketing and sales teams to promote guest experience initiatives.
- Owner of ACDC to enhance guest preferences are captured by various departments and profiles are updated to enhance guest experience
- Participate and Support the Excellence Committee developing, maintaining and overseeing Quality Control Programs throughout the hotel in relation to hotels’ VOG, LQA goals, ACDC, and Local Measure
- Actively promotes Fairmont Service Promise behaviors and Service Essential compliance
- Knows all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for handling of Fire Panel, ensuring guest safety is followed by all hotel staff
- Manage the Concierge Team and Guest Services Team
- Responsible for hiring, disciplining colleagues in guest services and concierge
- Additional duties as assigned
- Salary Range: $85,000-$114,000 USD Gross Annually
- Previous leadership experience in a similar position preferred
- Previous Property Management System experience preferred
- University/College degree in a related discipline an asset
- Must be able to work weekends and holidays
- Must maintain flexible schedule with possibility to work morning, evening and overnights
- Highly organized, results-oriented with the ability to be flexible and work well under pressure.
- Excellent written and verbal interpersonal and communication skills
- Must possess a professional presentation
- Strong problem solving abilities
- Computer literate in Microsoft Window applications preferred
- Ability to work in a fast paced environment
- Ability to work cohesively as part of a team
- Ability to focus attention on guest needs, remaining calm and courteous at all times
Visa Requirements: Must provide proof of eligibility to work in the United States.
Fairmont is proud to be an Equal Opportunity Employer. Feel free to visit our website at http://www.fairmont.com/ to find out more about our company.
EOE/M/F/D/V
All your information will be kept confidential according to EEO guidelines.
Deixe seu coração guiá-lo em um mundo onde a vida pulsa com paixão.
Diversidade & Inclusão para a Accor
significa acolher cada um e respeitar suas diferenças, priorizando apenas
qualidades e habilidades na ampliação de oportunidades de emprego e
desenvolvimento. Nossa ambição é proporcionar emprego com propósito, e uma
cultura acolhedora, excelentes condições de trabalho e promover o
desenvolvimento de todas as pessoas, incluindo as pessoas com deficiência. Não
hesite em nos informar de quaisquer necessidades específicas que possa ter para
que possamos levá-las em consideração.
Related jobs
Salário
Localização
ibis budget Campinas Aquidaban, Campinas, Brazil
Experience Level
Entry Level
Jornada de Trabalho
Integral
Brands
ACCOR
Tipo de Contrato
Permanente
Locations
Campinas
Áreas
Governança
Descrição
Receber e atender os clientes conforme o estilo da marca de atuação. Prestar informações diversas, de acordo com as necessidades dos clientes e práticas essenciais da área. Colocar os clientes no “cor
Referência
e006d625-4e00-40e6-8e8d-5499a7f2bd99
Data de validade
01/01/0001
Salário
Localização
Fairmont Orchid - Hawaii, Kohala Coast, United States
Experience Level
Entry Level
Jornada de Trabalho
Integral
Brands
FAIRMONT
Tipo de Contrato
Permanente
Locations
Kohala Coast
Áreas
Governança
Descrição
First impressions are everything! As a Guest Service Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us
Referência
df9d97b0-028c-4678-8344-12c6ee8c4f10
Data de validade
01/01/0001
Salário
Localização
Fairmont Austin, Austin, United States
Experience Level
Entry Level
Jornada de Trabalho
Integral
Brands
FAIRMONT
Tipo de Contrato
Permanente
Locations
Austin
Áreas
Governança
Descrição
Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following: ResponsibilitiesConsistently offer professional, friendly and engaging
Referência
3e4883a7-3ed0-4ca9-a5ea-f1030eb245ad
Data de validade
01/01/0001
Salário
Localização
ibis Sao Carlos, São Carlos, Brazil
Experience Level
Executive
Jornada de Trabalho
Integral
Brands
ACCOR
Tipo de Contrato
Permanente
Locations
Brazil
Áreas
Governança
Descrição
Atender às solicitações e organizar a infraestrutura necessária para a realização das reservas, colocando o cliente no “coração” de tudo o que for realizado, a fim de oferecer a ele uma experiência ún
Referência
63aeb8a7-d36e-4cd8-bae7-26f64e229bcd
Data de validade
01/01/0001
Salário
Localização
Fairmont Orchid - Hawaii, Kohala Coast, United States
Experience Level
Entry Level
Jornada de Trabalho
Casual
Brands
FAIRMONT
Tipo de Contrato
Permanente
Locations
Kohala Coast
Áreas
Governança
Descrição
As a Expeditor you will act as an ambassador of our hotel for all guests by delivering a superior arrival and departure experience. Interact with guests and colleagues on a daily basis, providing cour
Referência
6d4af124-f732-4afb-bb62-9941b882d0c8
Data de validade
01/01/0001
Salário
Localização
21c Museum Hotel Durham, Durham, United States
Experience Level
Entry Level
Jornada de Trabalho
Integral
Brands
21C MUSEUM HOTELS
Tipo de Contrato
Permanente
Locations
Durham
Áreas
Governança
Descrição
Title: Bell/Valet Captain Profile: The Bell/Valet Captain at the 21c Museum Hotel must be committed to providing great customer service and passion of the company’s Core Values throughout the propert
Referência
77cf601a-ba39-4bc7-bb22-eeb55f94ff26
Data de validade
01/01/0001
Salário
Localização
21c Museum Hotel Durham, Durham, United States
Experience Level
Not Applicable
Jornada de Trabalho
Integral
Brands
21C MUSEUM HOTELS
Tipo de Contrato
Permanente
Locations
Durham
Áreas
Governança
Descrição
Reports to: Front Office Manager/Rooms ManagerGeneral Purpose: Under general supervision, provides porter and valet services to hotel guests and ensures their satisfaction and comfort by promptly and
Referência
15ec03ee-6e96-49c4-92f7-d5a029ffda8a
Data de validade
01/01/0001
Salário
Localização
Fairmont Mount Kenya Safari Club, Nanyuki, Kenya
Experience Level
Mid-Senior Level
Jornada de Trabalho
Integral
Brands
FAIRMONT
Tipo de Contrato
Permanente
Locations
Nanyuki
Áreas
Governança
Descrição
Lead and supervise the day-to-day operation of the department to ensure service standards are observed.Handle guest concerns and respond quickly, logging and notifying the areas of focus.Ensure Room A
Referência
4fdfafad-ead0-4dc0-bef5-d230af30c8d3
Data de validade
01/01/0001
Salário
Localização
MAMA SHELTER MAMA SHELTER SINGAPORE ORCHARD, Singapore
Experience Level
Associate
Jornada de Trabalho
Integral
Brands
MAMA SHELTER
Tipo de Contrato
Permanente
Locations
Singapore
Áreas
Governança
Descrição
Would you like to do the opening of our Mama Shelter Zurich?THE MISSION?Mama does not compromise with cleanliness and hygiene! 🧼✨ You are the person she trusts to pamper her establishment with one es
Referência
bcbb1e72-53d4-4bc9-a59e-467f65d1e97f
Data de validade
01/01/0001
Salário
Localização
MAMA SHELTER MAMA SHELTER SINGAPORE ORCHARD, Singapore
Experience Level
Associate
Jornada de Trabalho
Integral
Brands
MAMA SHELTER
Tipo de Contrato
Permanente
Locations
Singapore
Áreas
Governança
Descrição
Would you like to do the opening of our Mama Shelter Singapore?THE MISSION?Our customers and the reception team are in good hands with you 🤗. Just like Mama, you ensure that each welcome and interact
Referência
622478be-010e-4cbe-b92f-9a482e040a1a
Data de validade
01/01/0001