Guest Services Manager

Reporting to the Director of Guest Services, the Guest Services Manager will oversee the effectiveness of guest service, employee performance and development as well as service enhancements. Analytical skills, creativity, planning and strength as a developer and a leader of others are some of the skills necessary for this position.

What’s in it for you:

• Employee discounts at the Fairmont Scottsdale Princess, local companies and Accor worldwide for you and your family
• Free meals at our on-site employee cafeteria
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Career development opportunities within the Fairmont Scottsdale Princess in addition to national promotion opportunities. The sky is the limit!
• Recognition program for going above and beyond

What you will be doing:

• Ensure the smooth and efficient day to day delivery of guest service from curb to pillow, coordinating the implementation of and enhancement to minimum standards of guest service with a major focus on 5 Diamond Service Standards.

• Provide guests with flawless, proactive and sincere service from an engaged and empowered workforce committed to creating memorable experiences.
• Ensure that monthly financial outlooks are accurate and that financial results exceed targets.
• Handle guest concerns and react quickly, logging and notifying proper areas
• Attend and Participate in  regularly scheduled departmental/divisional meetings
• Balance operational, administrative and Colleague needs
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Follow all safety policies
• Network within our industry, keeping up to date with future trends and opportunities.
• Coach and mentor colleagues. Create an environment that allows colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts. 
• 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.
• Participate in the Service Excellence Committee and effectively promote and utilize SCORE and KIPSU platforms to exceed guest expectations.
• Other duties as assigned

 

Your experience and skills include:

• 3 years + leadership experience in Guest Services in a 4 or 5 Diamond Hotel
• Previous Property Management System experience required
• Computer literate in Microsoft Window applications required
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively as part of a team
• Flexible schedule required
• Ability to focus attention on guest needs, remaining calm and courteous at all times

 

 

Your team and working environment:

Be a part of a fun, energetic and holiday spirited team. We have a great time turning moments into memories for our guests.

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