Job Description
Guest Services Manager
Providing engaging, sincere, personalized service is one of the ways Guest Services Colleagues and Leaders are turning moments into memories for our guests at Fairmont Riyadh Hotel. Showcase your leadership and interpersonal strengths as Guest Services Manager, where you will foster an engaged team, maximize operations and ensure exceptional guest service. This role will be responsible for the Bell Desk, Concierge and Transportation team at Fairmont Riyadh Hotel. The Guest Service Manager would also be responsible for assisting all other front office operations as needed.
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Summary of Responsibilities:
- Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:
- Responsible for ensuring guest inquiries are addressed in a timely manner, information availability, Bell Desk team, and overall guest satisfaction at the point of entry & departure, as well as throughout the stay
- Responsible for the scheduling, supervising and training of all Bell Desk staff including performance evaluations and development reviews
- Provide day to day operational and managerial support for Front Desk, Royal Service and Transportation department and ensure all service standards are followed
- Ensure proper staffing and scheduling of all Front Office and Bell Desk colleagues in accordance to productivity guidelines
- Assist the Front Office Manager in all aspects of the department
- Covering MOD shift
- Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
- Supporting company and hotel policies and procedures including the promotion and participation in TrustYou, LQA, Health and Safety, and Guest Service initiatives
- Ensure Service Essentials and LQA Standards are met and exceeded while actively seeking feedback and follow up on Guest comments
- Working closely with Front Office on arrivals, departures and lobby management
- Overseeing the Tour, Group and Conventions from a Guest Services perspective from the pre-convention to post-convention stage
- Acting as liaison with key departments (Front Office, Conference Services, Housekeeping) to ensure a seamless arrival and departure process
- Anticipating needs of Accor members, Distinguished Visitor , Special Attention and VIP guests, while corresponding with these individuals to ensure expectations are met and special requests are addressed
- Be ever present in the lobby
- Reviewing, developing and implementing new systems and standards
- Organizes and facilitates monthly meetings
- Promotes health and safety, ensure safe working environment, monthly health & safety meeting is attended and followed up
- Seeks feedback and perform follow up on guest satisfaction and deals with challenges in accordance with our Mission Statement and philosophy of employee participation
- Selects, trains, manages the performance of staff to ensure Fairmont Hotels & Resorts Standards and Mission Statement objectives are maintained at all times
- Ensures awareness of all hotel activities and services and oversees the lobby area for cleanliness, maintenance, security and functionality
- Utilize Labour Management Program to assist with department scheduling
- Maintain adequate stock of supplies and order when necessary within departmental budget
- Other duties as assigned
Qualifications
- Degree or Diploma in Hospitality Management preferred.
- Minimum 2 years of work experience as a manager in Rooms and/or Front Office Division
- Exceptional interpersonal and organizational skills with an outgoing and enthusiastic nature.
- Training and experience in ultra-luxury environment preferred.
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