Guest Services Manager

Located in the heart of Seattle's downtown, the Fairmont Olympic Hotel is a historic landmark in the city. Be a part of history, providing service to our guests in an iconic and luxurious setting. We look forward to welcoming you to the historic Fairmont Olympic Hotel located in the heart of Seattle.

Job Description

The Guest Services Manager is responsible for overseeing and leading the Valet, Door and Bell team at the Fairmont Olympic Hotel. This role is pivotal in providing engaging, sincere, personalized service is one of the ways our Guest Services colleagues and leaders are turning moments into memories for our guests at the Fairmont Olympic Hotel. Showcase your leadership and interpersonal strengths as Guest Services Manager, where you will foster an engaged team, maximize operations and ensure exceptional guest service. Reporting to the Director of Rooms, the Guest Services Manager is responsible for ensuring the smooth and efficient operation of Bell Services, Door and Valet Services. The Guest Services Manager will ensure that all standards, procedures and guest satisfaction objectives are met and exceeded on a consistent basis.

What is in it for you:

• Annual salary range: $72,000 - $76,000
• Employee travel program offering discounted rates in Fairmont’s and Accor worldwide.
• Parking/Commuting Discounts.
• Paid meal breaks with complimentary meals served in our Staff Dining room.
• Learning programs through our Academies.
• Medical, dental, vison insurance available for all full-time colleagues and their families. Additional supplemental insurance available. Free base employee only medical insurance.
• 401K Retirement plans with a 4% match for all colleagues. 
• 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.
• Fun, elegant atmosphere with amazing colleagues!

Key Responsibilities:

• Maintains a high level of professionalism in all aspects of job performance.
• Ensures guests are recognized upon arrival, receiving a warm greeting and appropriate assistance
• Ensures Fairmont standards, procedures, and practices (LQA, Forbes, etc.) are followed by providing the highest quality of colleague training, monitoring performance and providing coaching on an on-going basis
• Policies are in place and maintained to prevent damage and loss of guest’s belongings and hotel property. Responsible for regular maintenance of equipment including hotel vehicle(s), bikes and bell carts
• Ensures the achievement of financial objectives through accurate staffing and scheduling, consistently monitoring productivity and ensuring the accurate administration of payroll.
• Develops an engaged, enthusiastic and guest driven team through recruitment, personal and professional development and reward.
• Promotes positive colleague relations through an environment that encourages open communication trust and mutual respect
• Plans regular and effective communication with all Guest Services colleagues through individual and departmental communication meetings and Pre-Shift briefings
• Cooperates, coordinates and communicates with other departments of The Fairmont Olympic Hotel to ensure the highest level of Guest Service is maintained
• Handle guest complaints and inquiries in a timely and professional manner, striving to resolve issues to the guest’s satisfaction
• Ensuring that all Health & Safety standards are met, procedures followed, and that employees have the correct knowledge and tools to work safely. Member of the Emergency Response Team
• Provide leadership support in the absence of the Front Office Manager
• Performs any and all other tasks which are assigned by management.

Qualifications

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum of 2 years’ previous supervisory/management experience in Valet/Bell operations preferred.
• Ability to work independently and prioritize responsibilities and handle a multitude of tasks, colleagues and guest requests
• Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
• Passion for guest service, strong guest service orientation and training skills required
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Excellent communication and customer service skills.
• Proficiency in Windows XP and MS Office required
• Need a valid driving license
• Ability to work a variety of hours/days/holidays/weekends as business needs require
• Visa Requirements: Must be legally eligible to work in the United States.

Physical Aspects of Position (include but are not limited to):

• Must be able to stand on feet throughout the shift, with intermittent periods of walking;
• Must be able to frequently lift and carry up to 25 lbs at shoulder height;
• Must be able to occasionally push/pull up to 75 lbs
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally. 
• Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis;
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat);
• Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, snow, heat).

Additional Information

All your information will be kept confidential according to EEO guidelines.

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.

We are an equal opportunity employer. All offers contingent on background check and E-Verify.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS