Director of Guest Services

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 Director of Guest Experience is responsible for overseeing and leading the Valet, Bell Desk, Concierge, Retail leases and 12th Floor Business Offices at the Fairmont Olympic Hotel. This role is pivotal in ensuring exceptional guest service and satisfaction throughout the guest journey. The Director of Guest Experience will develop and implement strategies to enhance the guest experience, drive revenue, and maximize operational efficiency within these Guest Services departments. They will maintain the highest standards and quality of services in Guest Service operation to meet and exceed guests’ expectation/VOG Hotel target.

What is in it for you:

• Annual salary range: 76k - 80k
• 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:

• Develop and implement guest experience strategies to enhance guest satisfaction and loyalty.
• Oversee the daily operations of the Valet, Bell Desk, Concierge, and 12th Floor Business Offices, ensuring seamless guest service delivery.
• Establish and maintain standards for guest interactions (LQA & Forbs), ensuring that all team members provide personalized and memorable experiences.
• Collaborate with other departments, such as Front Office, Housekeeping, and Food & Beverage, to ensure a cohesive guest experience.
• Monitor and analyze guest feedback and performance metrics to identify areas for improvement and implement corrective actions.
• Develop and manage departmental budgets, ensuring financial targets are met.
• Recruit, train, and mentor departmental managers and team members to deliver exceptional service.
• Ensure compliance with hotel policies, procedures, and standards, as well as relevant laws and regulations.
• Handle guest complaints and inquiries in a timely and professional manner, striving to resolve issues to the guest's satisfaction.

Qualifications

• Bachelor's degree in Hospitality Management or related field preferred.
• Minimum of 5 years of experience in a leadership role within the hospitality industry, preferably in guest services or front office operations preferred.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
• Excellent communication and customer service skills.
• Computer literacy required: Windows XP, MS Office, Property Manager, and Royal Service an asset
• Need a valid driving license
• Ability to work a variety of hours/days/holidays/weekends as business needs require
• Strong interpersonal and problem-solving abilities
• Proven ability to develop and implement guest experience strategies.
• Detail-oriented with strong organizational and analytical skills.
• Ability to work collaboratively with other departments and stakeholders.
• Knowledge of relevant laws, regulations, and industry trends.
• 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