Hotel Manager

At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

The Hotel Manager is an inspirational ambassador of the Fairmont Century Plaza and responsible for day-to-day operations. Ensures the delivery of a consistently high level of memorable luxury guest experiences, colleague engagement and profitability across all aspects of the operation. Through providing strategic planning and inspirational leadership the Hotel Manager creates a positive high performance and high engagement culture.  

What you will be doing: 

• The Hotel Manager is accountable for all aspects of the operation (Food and Beverage, Rooms, Spa, Residential, Engineering and Security) and work in partnership with Sales and Marketing, Finance, Purchasing, IT and Talent and Culture to ensure a seamless five star guest experience with each outlet optimizing its performance.  
• Consistently delivers memorable and Forbes 5 star service experiences
• Builds a high performing and highly engaged team
• Optimizes both profitability and value of The Fairmont Century Plaza brand.

Your key responsibilities & contribution will be:

• Ensures that delivery of Forbes 5 star personalized guest experience is the key focus across all areas of the hotel
• Leads by example in developing high quality relationships with the guests, ensuring that all tasks relating to guest service, comfort and satisfaction are treated with utmost priority.
• Analyses feedback and trends in guest satisfaction taking appropriate action to strive for enhancements at every opportunity.
• Has expert knowledge of the facilities, services and events offered by the hotel and the surrounding area and actively promotes them as well as all amenities and programs offered by the company.
• Ensures that the team are fully aware of the Standard Operating Procedures including but not limited to Forbes 5 star and LQA standards, and are capable of delivering them.

• Builds a culture of prioritizing quality improvement through training plans, quality audits, corrective action plans, and regular review.
• Liaises closely with all Heads of Department with regards to servicing and handling of high profile guests.

• Works in partnership with Regional Director of Talent & Culture to create a positive, diverse and empowered, high performance culture, role modelling inclusive ‘inverted pyramid’ leadership, and nurturing talent to  ensure that all HOD’s are effective in their current roles and developed to their full potential.

• Ensures that Standard Operating Procedures and On Job Training Programs are in place and delivered across the operations to build capability and meet brand and service standards.

• Works in partnership with the Regional Director of Finance & Business Support to optimize financial performance while enhancing brand reputation and value.

• Champions Planet 21 initiative, diversity and inclusion and other Accor related programs in the operation.
• Responds to any changes as dictated by the needs of the industry, company or hotel.
• Maintains all hotel records and forms required for audit purposes and as prescribed by local management and policies.
• Ensures that all departmental reports and correspondence are completed punctually and accurately.
• During the course of duty you will have access to certain information, which demands the utmost confidentiality. Discretion must be exercised at all times.

Your responsibilities are included but not limited to this job description as this has been drafted as a guide to the purpose and main duties of the role as it currently exists. The Fairmont Century Plaza relies on the flexibility of its colleagues to ensure the continuity of the high standards currently being achieved.  It is not intended as a wholly comprehensive or permanent schedule of duties and it does not form part of the contract of employment.  The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.

What is in it for you?

• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH
• Salary $220,000-$250,000

• Minimum of 8 years’ experience required in a senior leadership role within a similar hotel brand.
• Experience leading hotel operations in a unionized environment, strongly preferred
• University/College degree required
• Demonstrates courage, confidence and a positive outlook across a wide range of challenging situations.
• Develops, mentors and empowers team members inspiring them by building a positive culture
• Advocates guest passion. Makes guests and their needs a primary focus in developing business initiatives.
• Inspires, engages and motivates the team to achieve a shared vision
• Collaborates with colleagues across the hotel, communicating clearly and consistently to ensure understanding
• Enables the team by directing, coaching, coordinating and monitoring resources and activities to achieve goals
• Seeks opportunities to self-develop, is detail minded, highly organized and time efficient to ensure that goals are met
• Operational decision making – provides practical solutions to complex operational problems
• Monitors market trends and understands their impact on the strategic plans of the business
• Understands financial data and the operations of their own and other departments
• Identifies opportunities for business improvement and change, develops and implements change initiatives

How you will be Extraordinary:

• Your passion for hospitality and your enthusiasm for what you do are clear for all to see.
• You are gifted in building authentic relationships with our guests and colleagues, tuning into what they need and always going the extra mile to make them feel special. Nothing is too much trouble.
• Your glass is always half full and your positive energy is infectious.
• You are adaptable, and enjoy doing a variety of different things. You would never say ‘it’s not my job!’
• You work well under pressure, juggling tasks and prioritizing brilliantly, so that you consistently deliver to a high standard
• You have an eye for detail and are committed to doing everything you can to get it right first time for our guests and colleagues
• You are constantly thinking about how we can improve the way we do things and create and even better guest and colleague experience
• You are an expert in what you do best, and have the appetite to learn how to do new things
• You are self-motivated, and take ownership for driving your own performance, thriving on being trusted and being given freedom in how you do your job
• You work brilliantly with colleagues across the hotel so that we are one team delivering a seamless and memorable guest experience

Your team and working environment:

What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House,” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity.  A home away from home.  Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Visa Requirements:  Must provide proof of eligibility to be employed in the United States of America.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.

Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D

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

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