Guest ExperienceManager

Reporting to the Director of Rooms, the Guest Experience Manager is responsible for ensuring the organized and efficient delivery of superior service. Responsible for our Lobby Concierge Supervisors and Bell Service colleagues, the Guest Experience Manager ensures that the Hotel consistently achieves the highest levels of guest service excellence. Leading and supporting this dynamic and energized team to daily, consistent success is the primary focus of this role. As a member of the Rooms Operations team, the Guest Experience Manager is a key leader in determining divisional initiatives and in their successful execution. 
 
The responsibilities and essential job functions include but are not limited to the following: 
•    Ensure exceptional quality of service and presence of the Lobby Concierge and Bell Team 
•    Ensure that Claremont Club & Spa sets the standard for guest service and anticipation of our guests’ needs
•    Develop, implement & execute surprise & delight initiatives to elevate our guests’ experience
•    Participate in the creation and implementation of action plans to exceed property’s goals in terms of Guest Satisfaction (VOG) and Fairmont Brand Standards compliance (LQA) 
•    Actively participate in the Service Excellence Committee to drive guest satisfaction
•    Consistently stay current on industry/competitive trends and making recommendations for improvements 
•    Role model for the Lobby Concierge Supervisors as part of the regular schedule rotation, offering professional, engaging, and personalized service
•    Provide exceptional information to our guests about area attractions, restaurants, theatres, special events and other available services while proactively communicating with the Hotel team 
•    Assist with inquiries, messages, packages, and any plans or arrangements required by our guests
•    Identify and execute personalization strategies for guests and ensure same resources are readily available to the Lobby Concierge team and colleagues
•    Develop as well as maintain strong relationships with our business partners
•    Role model our Service Promises and ensure all reporting colleagues have a keen focus on delivery of our Service Essentials 
•    Develop an engaged, enthusiastic and guest driven team through recruitment, personal and professional development and recognition 
•    Ensure Fairmont standards, procedures, and practices are followed by providing the highest quality of colleague training, monitoring performance and provide coaching on an on-going basis
•    Plans regular and effective communication with all Guest Services colleagues through individual and departmental communication meetings and Pre-Shift briefings
•    Conduct employee performance reviews and effectively manage employee relations
•    Participate in the planning and execution of Colleague Engagement Survey 
•    Cooperate, coordinate and communicate with other departments to ensure the highest level of Guest Service is maintained
•    Ensure the achievement of financial objectives through accurate staffing and scheduling, consistently monitoring productivity and ensuring the accurate administration of payroll
•    Promote and reinforce the Claremont Club & Spa Health & Safety standards
•    Ensure the consistent cleanliness and maintenance of Guest Services’ equipment and overall work environment as well as the proper inventory of necessary resources
•    Accurate administration of the Collective Agreement 
•    Provide leadership support to the Front Office Management team as needed including Manager on Duty coverage
•    Perform any and all other tasks which are assigned by management

Qualifications:

•    Two (2) years previous Front Office supervisory experience, preferably in a luxury property.
•    Degree or diploma in Hotel Administration from a recognized University or College an asset. 
•    Excellent written/spoken English is required
•    Knowledge of Property Manager (Opera) preferred
•    Computer literate in Microsoft Windows applications preferred
•    Must possess a passion for service, demonstrating outstanding guest services skills, sophisticated verbal & written communication skills.
•    Proven service leadership skills with the ability to inspire colleagues to deliver outstanding service.
•    Excellent and proven interaction and training skills in order to coach and develop colleagues.
•    Highly organized, results-oriented with the ability to be flexible and perform well under pressure in a fast-paced, changing environment. 
•    Strong interpersonal and communication skills. 
•    Must possess a professional presentation

Visa Requirements: 

Must provide proof of eligibility to work in the United States. 

Vaccination Policy:

To keep our employees and the general public safe from the threat of COVID-19 and the rise of variants in the community, the Claremont Club & Spa has implemented a COVID-19 Vaccination Policy.

Our commitment to Diversity & Inclusion: