Guest Relations Supervisor

Company Description

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

Under the direction of the Front Desk Managers, the Guest Relations Supervisor will focus on fulfilling our commitments to our Accor Live Limitless members and support the Front Office team to ensure that our guests' experiences exceed their expectations. This role is crucial in providing luxury, engaging, sincere, and personalized service, which is key to how our colleagues create special memories for our guests at the Fairmont Olympic Hotel. The Guest Relations Supervisor will ensure that all Fairmont Brand Standards, including loyalty standards and procedures, as well as guest satisfaction objectives, are consistently met and exceeded.

What's in it for you:

• $27.68 per hour

• Employee travel program offering discounted rates in Fairmont and Accor hotels worldwide

• Parking and Public transportation discounts

• Paid meal breaks with complimentary meals served in our staff dining room

• Learning programs through our Academies

• Medical, dental, vision 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 hotel and across the world!

• Ability to make a difference through our Corporate Social Responsibility activities

• Fun, elegant atmosphere with amazing colleagues!

Key Responsibilities:

• Act as the hotel's champion for Accor Live Limitless (ALL) Program, communicate updates and initiatives of ALL Program

• Actively initiate efforts to drive ALL membership enrolment

• Train new Front Office colleagues and assist the Front Desk Managers with on-going training initiatives

• Ensuring new Front Desk & Royal Service colleagues are set up on ALL Campus and complete training within 30 days

• Perform high-level anticipatory services such as attending to special requests from guests and the hotel

• Work closely with Front Desk Managers to ensure of proper room assignment and thorough review of arrival reservations, leading to smooth operations

• Collaborate with the Front Office, Housekeeping, and Food & Beverage departments to ensure guests have memorable interactions. Ensure that VIPs and Accor Live Limitless members receive special recognition and personalized service, including but not limited to meet-and-greet upon arrival and mid-stay check in

• Ensuring coordination of timely deliveries of amenities for VIP guests and members

• Keep active presence in the lobby to keep smooth operations by assisting guests, Front desk, Concierge, Bell and doorman, adding memorable moments for guests

• Serve as a liaison between Front Office, Housekeeping, Concierge, Food & Beverage and Sales - Event department

• Actively communicate with guests including pre-arrival and respond to any request to ensure a delightful delivery of their special requests

• Assist Check-in, check-out, special requests while recognizing VIPs and guests

• Deliver all of the Fairmont Brand Standard and pass LQA and Forbes audit

• Resolve and communicate any guest challenges with proper follow through SCORE system

• Flexible schedule including day, night and weekend required

• Others duties as assigned

Qualifications

• Previous experience in guest relations, customer service, loyalty or hospitality required

• Luxury hotel experience is an asset

• Excellent interpersonal and communication skills

• Experience with a Opera and Hotel loyalty program is an asset

• Strong problem-solving abilities and the ability to remain calm and composed under pressure

• Exceptional attention to detail and organization skills required

• Passion for guest service, strong guest service orientation and training skills required

• Proficiency in all MS Office program required

• Ability to work a variety of hours/days/holidays/weekends as business needs require. Shifts to be 11am to 7pm

• 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 occasionally 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

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