Assistant, Fairmont Gold Manager

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•  Lead and coordinate all aspects of our “hotel within a hotel” to ensure Fairmont Gold Standards are adhered to both in rooms and food and beverage operations

• Manage and supervise all tasks of the Fairmont Gold Lounge Servers and Supervisors to consistently drive professional, friendly and engaging service ensuring guests receive prompt, cordial attention and personal recognition
• Actively participate in guest recognition initiatives; proactively seek to understand guest preferences in order to execute high levels of personalized service at all times and ensure consistency across Accor Hotels by logging information in guest’s loyalty profiles
• Act as a personal liaison for all guests, taking personal ownership of their requests and following up accordingly. Oversees and participates in guest relations and directs arrangements for VIP and special attention reservations.
• Handle guest concerns and react quickly, logging and notifying proper areas. Maintain a daily log of all guests’ opportunities with corrective action steps.
• Take personal ownership of Fairmont Gold Guest Floors: conduct personal reviews of public areas and back of house areas including Guest Reception, Lounge, Elevator Foyers and Guest Corridors to ensure they are in a clean, organized, and in compliance with established standards, initiating and coordinating any corrective action immediately.
• 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
• Review daily expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.  
• Monitor inventory of Fairmont Gold rooms and suites, and daily house cleaning status taking corrective action as necessary in coordination with Front Office, Housekeeping and Reservations/Revenue Management.
• Focus on establishing and maintaining accountability for the décor quality and quality of room product as well as food and beverage experience
• Inspect associates’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.
• 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. 
• Assist with scheduling and payroll duties
• Participate in the recruitment and training of new Supervisors and Lounge Servers
• Track and forecast daily, weekly and monthly Fairmont Gold occupancy levels while scheduling and planning the department accordingly
• Manage staffing levels and productivity as occupancy fluctuates.
• Ensure the highest possible revenues are generated for Fairmont Gold, monitoring upsell opportunities and Honour Bar inventory
• Participate in all departmental related meetings, and be responsible for sending colleagues to committee meetings or attend in their place when necessary. 
• Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation
• Maintain a professional, neat and well-groomed appearance adhering to Hotel grooming standards.

Previous leadership experience in a similar guest relations capacity required
•    Previous luxury level service knowledge and training a strong asset
•    Strong Food and Beverage background preferred
•    Previous Property Management System experience required
•    Familiarity with Opera PMS, Le Club Accor, Royal Service, Kipsu, LQA, WebWorks, and Time & Attendance is preferred but not required
•    Computer literate in Microsoft Window applications required

•    Previous leadership experience in a similar guest relations capacity required
•    Previous luxury level service knowledge and training a strong asset
•   Strong Food and Beverage background preferred
•   Previous Property Management System experience required 
•   Familiarity with Opera PMS, Le Club Accor, Royal Service, Kipsu, LQA, WebWorks, and Time & Attendance is preferred but not required
•  Computer literate in Microsoft Window applications required
• Excellent English. 
• Luxury Experience 
• Food & Beverage Experience