Guest Relations Manager
This position will oversee all aspects of Royal Service (hotel switchboard), Reservations and our ALL (Accor Live Limitless) loyalty program which includes concierge services. This position will report directly to the Front Office Manager with a supporting line to the Director of Revenue Management and assists with the optimization of the Revenue Strategy of the hotel by ensuring a quality reservation service to all customers and a close assistance on revenue management strategies’ application. The Guest Relations Manager will also oversee the day to day business of Royal Service and the ALL Loyalty / Concierge desk to assure a personalized, luxury service for all guests. 

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• 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, like Planet 21
• Learning programs through our Academies
  
  What you will be doing:
• Oversee and manage the Reservations Department, Royal Service and ALL Loyalty desk team 
• Ensure processes of confirming guest reservations made by / for clients over phone, personally, internet or e-mail are operating at the highest efficiency
• Ensure an excellent quality of service is provided to the customers within the procedure time-frame 
• Provide a support service for the daily delivery of “ALL” Loyalty-program and ‘Welcome -program’ 
• Responsible for management of blocks / groups and making sure they are up-to-date 
• Attendance at credit meetings and functional responsibility of the application of group & tour credit policy, collections, deposits 
• Responsible for organizing and displaying schedule according to appropriate deadlines and in compliance with the CBA (Collective Bargaining Agreement)
• Seek feedback and follow-up on guest comments in order to achieve the targeted guest satisfaction score.  Utilize the TrustYou guest feedback platform to analyze trends, eliminate issues, and prevent problems
• Compile, analyze and present data for the strategic plan, weekly and monthly reporting, annual goals, forecasts and other reports as required 
• Monitor room type strategy and blocking 
• Ensures that all Front Office, Royal Service, Concierge, ALL Loyalty Standards Operating Policies and Procedures are adhered 
• Ensures all departments are well trained on their specific ALL procedures and review procedures on a regular basis with relevant staff, including: 
• Review the ACDC / Hotel Link reports
• Be aware of, support and ensure all health and safety policies, environmental policies & evacuation procedures including updates are adhered to
• Follow and deliver all Leading Quality Assurance (LQA) Standards for all positions reporting to the GRM.
• Coordinates with Front Office, Fairmont Gold, Housekeeping and In Room Dining to ensure room preferences are honoured so that arrival, stay and departure experience are seamless
• Assists ALL guests with preparation of activity itineraries and ground transportation when applicable
• Review and block all ALL arrivals at a minimum of 2 days prior to arrival
• Review all ALL /VIP guest incidents including Previous satisfaction guests (TrustYou, Tripadvisor etc. ) and ensure proper follow up is completed with guests and relevant departments
• Contact guests during their stay and assist with any needs that arise

Your experience and skills include:

• Service focused personality is essential and 3- 5 years experience in Front Office, Guest Services or Rooms related departments.
• Prior experience working with Opera or a related system
• Proven ability to build and maintain good relationships with all stakeholders
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• Ability to lead by example, believe in a strong team culture and set the scene for high performance. 
• Strong listening and communication skills in order to motivate and lead 
• Abilities to work in a fast-pace environment 
• Analytical skills 
• Organizational skills 
• Team player 
• Flexible 
• Customer-oriented 
• Detail-oriented
• All MS Office program
• TARS

Physical Demands: include pushing, pulling, and lifting items which may be greater than 15Kg, standing and walking for over 80% of work day.

Your team and working environment: 

• Centrally located in downtown Calgary, The Fairmont Palliser is the city’s premier, landmark hotel. With 407 elegantly appointed guest rooms, The Fairmont Palliser is truly the place to be. Join us in delivering the iconic Calgary experience. 
• Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.   
• Fairmont Palliser is committed to an employment equity program that includes special measures to achieve diversity among staff.  We therefore encourage applications from qualified Aboriginal Canadians, persons with disabilities, members of visible minorities and women.
• In order to keep our employees and the general public safe from the threat of Covid 19 and the rise of variants in the community, the  Hotel has implemented a Covid-19 Vaccination Policy.

Our commitment to Diversity & Inclusion:

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

Why work for Accor?

• We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
• By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/
• Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS