Guest Services Manager

Breathe deeply, dream wildly, and discover a soulful sanctuary where finding yourself comes naturally. Magic sits around every corner and within every conversation. It enchants through the charm of Los Peñasquitos Canyon and the sunshine of San Diego. It’s where classic meets cool, the fine unwinds into fun, and inspiration leads to immersion. 

Bask in the San Diego sunshine and enjoy our five-star setting at Fairmont Grand Del Mar. Immersed in nature, the resort hosts 249 elegantly appointed guestrooms and suites, an 18-hole private Tom Fazio-designed golf course, a five-star spa and offers two dozen weekly outdoor activities across the 400 acres of dramatic canyon scenery including yoga, meditation and archery. The Grand includes six different dining venues, including San Diego’s only three-Michelin starred restaurant, Addison.  

Growth and advancement are not only accessible but actively encouraged. We promote a balanced life for our colleagues and continually seek new ways to enhance our environment and support our beautiful home of San Diego. 

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities
• Career development opportunities with national and international promotion opportunities. The sky is your limit.
• Salary Range: $80,000.00 - $90,000.00 USD annually 

As a Guest Services Manager, you represent Fairmont Grand Del Mar with enthusiasm and pride, providing exceptional service and attention for each guest you encounter. You are energetic and confident and will encourage your teammates to achieve and be positive. You are entrusted with the responsibility of ensuring the best possible experience for your guests at all times.

Responsibilities:

• Consistently offer professional, friendly and engaging service
• You work with the Front Office Leadership Team to lead and manage the day-to-day operation and long-term strategic planning of the Guest Services department
• You assist the Director of Front Office in all aspects of the department and ensure service standards are followed
• You will be the head of department for Valets, Bellman, Doorman and Coordinators
• You are familiar with all policies and procedures relating to the Front Desk and Guest Services providing hands-on support as needed
• You are an inspiration to all hotel staff to achieve luxury levels of performance
• You act as a lead for Guest Services and ensure that guest and employee issues are resolved, and the guest is satisfied
• You monitor, document, and notify the Director of Front Office of any concerns or issues that may impact the operation and the achievement of department goals and objectives
• You complete Talent & Culture responsibilities including but not limited to performance feedback, recognition program, employee satisfaction action plans, payroll and scheduling, standard operating procedures creation, and training and onboarding
• You manage staffing levels in response to business levels and in accordance with Unifocus projected hours
• Other duties as assigned

• Previous experience in managing Guest Services or Valet Parking
• Experience in 5-star Forbes hotel is required
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Ability to work well under pressure 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
• Get along with all kinds of people
• Stand and walk for long periods of time
• Analyze and interpret established policies
• Make business decisions based on productions reports and similar facts as well as on your own experience and personal opinions
• Deal with the general public, customers, employees, with tact and courtesy
• Ability to plan and organize the work of others
• Change activity frequently and cope with interruptions
• Communicate effectively to all types of audiences
• Ability to provide specific oral or written instructions
• Accept full responsibility for managing an activity
• Must be flexible with schedule- ability to work weekdays, weekends, holidays, evening and overnight shifts

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/

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