Fairmont Gold Manager

Explore limitless possibilities, dreams and adventures on Hawai’i Island as you blaze a trail for a rewarding career in hospitality. Embrace our passion for Hawai’i’s heritage, culture and traditions with amazing career opportunities that await you in paradise. Journey into a luxury oasis where the aloha spirit comes alive.

Fairmont Orchid is an award-winning luxury resort located on the majestic Kohala Coast of Hawai‘i Island. Immerse yourself in an authentic Hawaiian experience, surrounded by 32 oceanfront acres of lush tropical gardens, cascading waterfalls and a tranquil white sand beach and lagoon. Hawai‘i’s warmth and serenity are reflected throughout the design of our family-friendly hotel accommodations with spacious guest rooms, suites and the exclusive Fairmont Gold concierge floor.

Resort amenities include our Spa Without Walls, a 10,000-square-foot oceanfront pool, cultural activities, onsite restaurants, access to world-class golf, a 24/7 fitness center and a 10-court tennis pavilion. Inspired by culture, well-being and genuine aloha, Fairmont Orchid welcomes you to experience authentic Hawai‘i.

What is in it for you:

• Premium preferred provider medical/drug/vision benefits at competitive prices.
• We put you first & value you with employer paid coverage for group life and accidental insurance coverage (1x annual salary) + Coverage is available for your ‘ohana!*
• We believe that hospitality has the power to unlock a better tomorrow with our 401(k)/retirement saving plan & matching program.
• Don’t just live in the moment – own your moment with 15 paid holiday/personal days per year + 10 days of paid vacation that begin accruing immediately*
• Incentive Bonuses are available to inspire creativity & dedication to deliver exceptional experiences. 
• We go the extra mile by offering 50% discounts at hotel restaurants, 50% discount on retail items at our Fairmont Store & 30% discount of services offered in our Spa Without Walls.
• We are globetrotters taking advantage of our Travel Program with unlimited employee discounts at Accor properties + Friends & Family rates (5,000+ hotels worldwide)*
• Complimentary food & beverage on property

As Fairmont Gold Manager, you will curate exceptional guest experiences on Fairmont Orchid’s exclusive 45-room luxury guest floor. You will lead and elevate personalized moments through a dedicated Concierge team while delivering the highest level of personalized service with indulgent Fairmont Gold amenities and locally inspired culinary offerings. From private check-in to the refined food & beverage service of the Fairmont Gold Lounge, you will ensure seamless experiences that exceed guest expectations in an elevated luxury environment.

Embodying Fairmont’s “Make Special Happen” approach, your dynamic personality paired with strong business acumen will serve as an ambassador of luxury, responsible for upholding exceptional service standards while driving operational excellence and profitability within a positive, innovative work environment.

What you will be doing:

• Ensures that all Fairmont Gold Standard Operating Policies and Procedures are adhered.
• Ensures the budget revenue are generated for Fairmont Gold within the budgeted associated expenses. Work with the Director of Revenue, Director of Reservation, Director of Sales and Front Office Management to ensure strategies are in place to maximize Fairmont Gold revenue opportunities.
• Track and forecast daily, weekly and monthly Fairmont Gold occupancy levels while scheduling and planning the department accordingly
• Provide exceptional Concierge information to our guests about local and area attractions, restaurants, special events, tickets, confirmations and other available services.
• Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty. Handle and resolve guests’ complaints, including follow up in a timely manner.
• Provide service that consistently exceeds our internal and external guest expectations
• Strong and effective communication with all other departments. Supervise all contributing colleagues and departments who provide service to Fairmont Gold to ensure that Fairmont Gold service standards are provided.
• Support the execution of pre-arrival communications and preparations, front desk and concierge services, and lounge operational support as needed in accordance with standards of performance
• Facilitate the training and development of the Fairmont Gold Team. Participate in the training and communication process of all colleagues providing service to Fairmont Gold.
• Ensure colleagues have the tools that they need to work successfully, provide timely reviews of their performance, manage labour hours, and organize paid time off as requested. 
• Participate in the recruitment and training of new Supervisors and Lounge Servers
• Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Fairmont Gold colleagues.
• Propose and facilitate innovative, cost-effective guest experience enhancements
• Be accountable for operational costs and expenses- Monthly Profit & Loss Statement / Adherence to budget
• Ensure the highest possible revenues are generated for Fairmont Gold, monitoring upsell opportunities and Honour Bar inventory
• Responsible for scheduling according to the staffing guide and reconciling payroll
• Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation, in line with Fairmont Gold standards
• Provide direction and guidance to In Room Dining/ Fairmont Gold Pantry Attendant in order to maintain service and food quality levels
• Ensure SAQ process are followed by the Fairmont Gold supervisor team
• Adheres to and promotes the company’s health and safety policies to ensure a safe work environment and knowledgeable all safety and emergency procedures including EHC

Your experience and skills include:

• A minimum of 2 years, 4 Diamond hotel Concierge or Front Office experience, preferred
• Must have an entrepreneurial spirit
• Previous experience in a supervisory or managerial capacity
• Proven ability to inspire a team to achieve the ultimate luxury experience
• Must have a proven record of exceeding guest expectations and commitment to guest service
• Must be an innovator, with the mindset of constantly analyzing our product and services
• Food & Beverage Experience is an asset
• Passionate about guest service, relentless in creating “wow” experiences
• Proven ability to balance collection objectives, guest service, colleague satisfaction and profitability
• Excellent leadership, written and verbal communication and interpersonal skills
• Self-motivator with the initiative and ability to complete projects in a timely manner and great organizational skills with a proven ability to work under pressure
• An operational knowledge and proficiency with Opera Cloud, Alice, LQA, Dayforce and Microsoft Office suite (Word, Excel, PowerPoint)
• Degree or Diploma in Hospitality Management is an asset

Salary Range: $77,900 - $87,000 USD

Visa Requirements: Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s 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 hotel that includes 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 colleague with fairness & dignity. A community and environmental leader, Fairmont is also regarded for its 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

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#AlohaOrchid