Manager Loyalty and Guest Experience

4 days ago

Winnipeg, Canada FAIRMONT Full time

Company Description

"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.
Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"

**Job Description**:
Do you enjoy helping others and building emotional connections to make people feel special and welcomed? If so, then we want YOU to be part of our Fairmont Winnipeg family.

Every day you will be responsible for engaging with our guests, clients and colleagues. You will create the essential Winnipeg experience at the hotel that has been a place for home away from home and special occasions. You will be given the responsibility to ensure that our guests and colleagues feel WELCOMED, CARED FOR and INCREDIBLE. Being part of the Fairmont Winnipeg family is more than providing warm and consistent service. As an ambassador of Fairmont Winnipeg, you will take the initiatives necessary to turn moments into memories by taking the time to understand our guests’ purposes: why are they staying at Fairmont Winnipeg, what is their length of stay and what are their preferences and passions? Making our guests feel heard and cared for creates an emotional connection to our brand and builds loyalty.

These emotional connections are not just for guests. As part of the Fairmont Winnipeg family, you will be tasked with creating impactful relationships with your colleagues.

As a Professional Leader, you will lead yourself through: positive orientation, self-development self-management, problem solving and decision making. You will lead others through: leading and engaging with your team, developing others and communicating effectively. You will lead the business by: being guest-focused, forward-thinking and planning, business awareness and business improvement.

If creating these lasting relationships and experiences excites you, read more about how your role supports our vision of continuing to create the essential Winnipeg experience

**What you will be doing to Create the Essential Winnipeg Experience**:
As our Manager, Loyalty and Guest Experience, you are constantly looking at how we can improve the experience of our guests. In this role you are responsible for identifying areas for improvement, curating guest experiences, and driving guest satisfaction. You regularly monitor metrics that gauge our success in delivering the brand promise and spearhead the implementation of guest focused action plans.
- Act as property champion for both loyalty and guest experience programming
- Frequent coordination between departments and divisions to improve communication about guest needs
- Work with Sales Department, Front Office, Fairmont Gold and Food & Beverage to develop and execute in-hotel member acquisition plans targeting top travelers from key corporate accounts and repeat guests.
- Remain up to date on changes in Guest Experience programming and cascading training through the relevant teams
- Oversee points reconciliation for members and ensure we are meeting all SAQ audit requirements
- Curate and implement new initiatives within the hotel which will drive elite member experiences, VIP guest stays, and overall guest satisfaction
- Responding to Voice of the Guest - guest feedback platform
- Ensure follow up and corrective action is being taken in response to guest feedback
- Active participant of the Service Excellence Committee
- Work closely with Corporate office to distribute new standards/training
- Communication of survey results and trends to key leaders
- Ownership of the guest issue-tracking program including analysis and implementation of strategies.
- Remain current about industry/competitive trends within Winnipeg and FH&R to assist with ongoing recommendations to improve guest satisfaction and loyalty.
- Be a key driver of guest satisfaction and successful achievement of hotel KPI’s
- Assist with MOD coverage when needed
- All other duties as assigned

**Qualifications**:
**Your experience and skills include**:

- Excellent knowledge of Front Office Procedures
- Knowledge of Opera Property Management System and Microsoft Office Applications
- Minimum of two years as a Front Office Leader in a hotel
- Highly organized, detail oriented and driven to achieve excellence
- Exceptional interpersonal skills
- Exceptional written and verbal communications skills
- Diploma/Degree in Hotel Management an asset

Additional Information
**Your team and working environment**:

- Fast-paced, upscale, luxury hotel
- Located right in the heart of the city
- 340 guestrooms and suites
- 13 meeting rooms and over 20,000 square feet of spacious, elegant function space
- One Lobby Level dining room and lounge

**Visa Requirements**: To be eligible for employment

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