Guest Experiences Manager

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 colleagues worldwide, we are dedicated to delivering exceptional service, fostering a culture of excellence, and making special happen.

Hotel Overview:

Discover the wonder of Washington, D.C. from your perfect home base in the heart of charming Georgetown. Washington, D.C. is a center of power that has shaped world history, a big city with a small-town feel, and a vibrant hub for exciting social, dining, and cultural scenes. Experience it all from an iconic neighborhood hotel that will feel like your own private residence in the heart of the Capital.

About the Application Process:

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

We invite you to join the world of luxury hospitality at Fairmont Washington D.C. as our new Guest Experiences Manager. Reporting to the Director of Front Office, the Guest Experience Manager oversees the Concierge and Royal Service departments and ensures all VIP and ALL (Accor Live Limitless) guests receive an exceptional, seamless experience throughout their stay. This role manages all aspects of the guest journey — from pre-arrival to post-departure — ensuring service excellence, attention to detail, and adherence to Fairmont brand and LQA standards.

Guest Experience & Service Excellence

• Ensure all Guest Services, Concierge, and Royal Service Standard Operating Procedures (SOPs) and LQA standards are consistently followed.
• Coordinate the full guest journey for VIP and ALL guests — including pre-arrival, arrival, in-house, and departure stages — to deliver a seamless and personalized experience.
• Review upcoming arrivals daily (10-day window) and communicate relevant details, preferences, and requirements to all departments.
• Ensure guest preferences and recognition standards are consistently met in collaboration with Front Office and Housekeeping.
• Conduct pre-arrival outreach to confirm preferences and special arrangements.
• Maintain contact with guests during their stay to ensure needs are met and concerns are addressed promptly.
• Ensure billing accuracy and that final folios are prepared and delivered prior to guest departure.

Communication & Coordination

• Liaise closely with key operational departments (Front Office, Housekeeping, Food & Beverage, Engineering, etc.) to ensure all guest details and expectations are clearly communicated.
• Compile and distribute accurate daily and weekly VIP and ALL guest reports, highlighting upcoming arrivals, in-house guests, and special notes.
• Communicate guest feedback and ensure all relevant teams are informed of previous experiences, preferences, and service recovery actions.
• Coordinate guest itineraries and ground transportation for VIPs and loyalty guests when applicable.

Performance & Service Recovery

• Review all VIP and loyalty guest incidents; ensure appropriate follow-up and resolution in collaboration with relevant departments.
• Monitor service consistency and ensure procedures and standards for loyalty/VIP guests are met or exceeded daily.
• Identify opportunities to enhance guest recognition and personalization programs across the operation.

Leadership & Team Development

• Oversee and provide leadership to the Concierge and Royal Service departments, ensuring consistent alignment with Fairmont service and operational standards.
• Recruit, train, and develop the Concierge and Royal Service teams with a focus on engagement, professionalism, and service excellence.
• Provide daily communication, motivation, and coaching to ensure consistent performance across all guest experience functions.
• Conduct regular performance evaluations, applying corrective action and coaching when needed.
• Prepare and manage team schedules in accordance with budget guidelines and standards, ensuring accurate payroll reconciliation is completed within set deadlines.
• Support the Front Office operation as needed to ensure a seamless guest experience.
• Serve as Manager on Duty when scheduled, maintaining operational oversight and decision-making responsibility during assigned shifts.
• Promote a culture of service excellence and continuous improvement within the Guest Experience and Front Office teams.

What’s in it for you:

• Competitive Salary
• Paid Time Off
• Medical, Dental and Vision Insurance, 401K
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• 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 

Rate of Pay: $63,000 - $75,000

Qualifications:

• Minimum 2 years' previous management experience in Front Office operations
• Degree or Diploma in Hospitality Management is an asset
• Exceptional interpersonal and organizational skills; written and verbal communication skills
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
• Enthusiastic team player, with strong self-initiative
• Strong guest service orientation and training skills background required
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Strong guest service orientation and training skills background required
• Ability to work independently and prioritize responsibilities
• Must be legally authorized to work in the United States without sponsorship.

Physical Requirements

• Ability to stand and walk for extended periods
• Frequent lifting and carrying up to 25 lbs
• Frequent bending, stooping, kneeling, pushing, and pulling

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.