Fairmont Gold Senior Supervisor

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

• Ensure that all Fairmont Gold Standards of Operating Policies and Procedures are adhered.  Monitor maintenance of the physical Fairmont Gold product.
• Reviews all Fairmont Gold Reservations to ensure all standards are met.  All Guest requests are anticipated.
• Ensures the highest possible revenues are generated for Fairmont Gold and works with the Front Office Management on daily upsell programs. This should include out of order rooms, sell outs, preventative maintenance and special room projects.
• Monitors Fairmont Gold status, track and forecast daily, weekly and monthly Fairmont Gold Occupancy levels and plan the Fairmont Gold Department accordingly.
• Monitors and tracks daily the Fairmont Gold expenses related to amenities, orders, service recoveries, etc. to ensure is in line with budget and forecast MTD and YTD.
• Provides exceptional Concierge information to our Guests about local and area attractions, restaurants, theatres, special events, tickets, confirmations and other available services
• Develops and maintains strong Guest relationships to ensure Fairmont Gold loyalty.  Handle all daily Fairmont Gold Comments.  Manage the Fairmont Gold Guest History system and ensure Guest information is updated.
• Develops & maintains contacts with business partners, concessionaires, local community and counterparts of Fairmont Gold throughout Fairmont Hotels & Resorts
• Strong & effective communication with all other departments. Attend Department Communication meetings representing the Fairmont Gold Department.
• Daily supervision of all contributing heartists and departments who provide service to Fairmont Gold to ensure that Fairmont Gold standards are provided
• Establishes & maintains communication with all Fairmont Gold staff on a daily basis
• Participates in the Training & Development of the Fairmont Gold Team, including corrective action of heartists assigned to Fairmont Gold.  Participates in the Training & Communication process of all heartists providing service to Fairmont Gold.
• Participates in the selection and performance management process, including corrective action of heartists assigned to Fairmont Gold
• Proposes and facilitates innovative, cost-effective guest experience enhancements.  Directs and executes approved plans & programs for Fairmont Gold in accordance with company and hotel policies.
• Works with the Sous Chef to determine the daily Fairmont Gold Lounge menu & food presentation, in line with Fairmont Gold standards
• Assignments in other Supervisory positions during the closure of Fairmont Gold or as required
• Adheres to and promotes the Company’s Health & safety policies to ensure a safe work environment and knowledgeable about all safety & emergency procedures
• Other tasks as assigned.

• A minimum of two years, 4 Diamond Hotel Concierge or Front Office Experience
• Previous experience in a supervisory capacity
• Proven employee relation skills
• Bilingual in English & local language
• Recognized commitment to Guest Service and exceeding guest expectations
• Excellent leadership, written/verbal communication and interpersonal skills
• Self-motivation and organizational skills with the initiative and ability to complete projects in a timely manner and proven ability to work under pressure
• An operational knowledge and proficiency in Front Office Systems Opera or Opera cloud and Microsoft Office suite (Word, Excel, PowerPoint)
• Degree or Diploma in Hospitality Management is an asset
• A working knowledge of a third language and its application in the hotel and hospitality operation is an asset