Guest Relations Supervisor

"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"

MAIN DUTIES AND RESPONSIBILITIES:    

• Assumes full responsibility of the Guest Services department in the absence of the Guest Service Manager
• Fosters a warm and caring service culture while maintaining our Fairmont Service Plus culture
• Creates and is dedicated to a positive, team-oriented work environment through open communication, empathy and support
• Completes regular quality assurance inspections and coach accordingly
• Represents the Guest Services department by attending all relevant meetings, and prepares the relevant reports and follow-up as requested in the absence of the Guest Service Manager
• Assists in recruiting new team members and ensures that they are provided with initial and on-going training, mentoring, and support
• Consistently has a presence with our colleagues while balancing the administrative needs of the position
• Ensures departmental schedules reflect our service commitments, colleague needs and business-productivity commitments
• Ensures that our colleagues’ appearance is always reflective of our grooming standards and that they are always in a clean and proper uniform.
• Assists in conducting daily shift briefings, ensuring that our colleagues are well informed and prepared to deliver outstanding service
• Liaise with Front Office, Fairmont Gold, Royal Service department to ensure seamless experience
• Liaises with our Conference Services Department and our group contacts to ensure that all of our groups’ needs are well planned and achieved
• Ensures that the department’s equipment is well cared for and properly maintained
• Assists in the training of Guest Services colleagues and also prepares them for emergency procedures
• Ensures that the driveway traffic is managed effectively
• Answers telephone calls using Fairmont Telephone Etiquette

• Previous leadership experience in Guest Services required
• Proven performance record in leading a department which achieved very high guest service, colleague satisfaction, and financial results
• Must have excellent communication skills, both written and verbal
• Must be highly organized, energetic and possess the ability to work well under pressure
• Must possess excellent management skills: decision-making, leadership, organization, planning and initiative
• Must be results-oriented by being motivated and driven to meet objectives
• Must have a strong personality in order to be assertive when controlling traffic on the driveway
• Must have the ability to manage several tasks simultaneously
• Must be physically fit in order to lift and move luggage
• Proficient in the English language (verbal & written), second language, such as Arabic is an asset
• Must be flexible in terms of working hours
• Must be guest-orientated