Fairmont Gold Supervisor Part-Time

4 weeks ago

Ottawa, Ontario, Canada AccorHotel Full time

As a Fairmont Gold Supervisor Part-Time, you will be responsible for leading the Fairmont Gold team to deliver exceptional guest experiences. Reporting to the Fairmont Gold Manager, you will oversee the daily operations of the Fairmont Gold lounge, ensuring that all standards are met and that guests receive the highest level of service.

Key Responsibilities:

  • Lead and supervise the Fairmont Gold team to ensure all Fairmont Gold Standards and operating procedures are adhered to.
  • Review all Fairmont Gold reservations to ensure all standards are met.
  • Ensure that the reservations of our Fairmont President Club Members are in order and that members expectations are met.
  • Direct and execute approved plans and programs for Fairmont Gold in accordance with company and hotel policies.
  • Track and forecast daily, weekly and monthly Fairmont Gold occupancy.
  • Control room inventory including out of order rooms, sell outs, preventive maintenance and special room projects.
  • Ensure the highest revenues possible are generated by participating in supporting and promoting the Fairmont Gold upsell program as well as monitoring honour bar revenue.
  • Provide exceptional concierge information to our guests.
  • Establish and maintain communication with all Fairmont Gold staff on a daily basis.
  • Develop and maintain contacts with counterparts in other Fairmont properties as well as other hotels and hospitality services in the city.
  • Strong and effective communication with all other departments highlighting Fairmont Gold requirements from supplies to manpower requirements to ensure proper level of service to our guests.
  • Attend Department Communication meetings and other meetings in absence of Fairmont Gold Manager.
  • Maintain and report housekeeping and maintenance deficiencies in the department.
  • Provide exceptional service in the Fairmont Gold lounge.
  • Responsible for the set up and break down of all food and beverage presentations in the lounge (breakfast, coffee/tea service, bar service and canapés).
  • Assist guests regarding food and beverage menu items.
  • Have knowledge of all menu items, garnishes, contents and preparation methods.
  • Attention to detail in ensuring the lounge is well maintained at all times and that the ambiance changes in the lounge from one food and beverage presentation to the next.
  • Participate in recruitment, selection and performance management (including corrective action) of all colleagues working in Fairmont Gold.
  • Participate in the orientation and cross-training process of all hotel colleagues who provide services to Fairmont Gold guests.
  • Ensure that the appropriate service levels are provided and achieved at all times.
  • Participate actively in the achievement of Guest Satisfaction initiatives.
  • Participate actively in the hotel community to further interdepartmental working relationships.
  • Take ownership in the achievement of Colleague Engagement Survey objectives.
  • Promote and enforce the hotel's Health & Safety standards and emergency procedures.
  • Promote and adhere to the company's Environmental and Green Team policies and procedures.
  • Perform related duties and special projects as assigned.

Qualifications:

  • Previous Front Desk Agent experience required.
  • Two years experience as a Concierge or Hotel Guest Services Agent.
  • Previous experience in a supervisory/managerial capacity an asset.
  • Must have a proven record of exceeding guest expectations and commitment to guest service.
  • A Degree or Diploma in Hospitality Administration from a recognized University or College.
  • Previous food and beverage serving experience is preferred. Smart Serve certification required.
  • A sound knowledge of major cultures and expectations of international travelers.
  • Excellent written and verbal communication skills in both official languages.
  • Excellent interpersonal skills with proven service leadership skills and the ability to inspire colleagues to deliver outstanding service.
  • Strong problem solving abilities.
  • Must have the ability to work cohesively as part of a team.
  • Organized and results-oriented with the ability to be flexible and perform well under pressure in a fast-paced changing environment.
  • Proven initiative and ability to complete projects in a timely manner.
  • Knowledge of Opera (Property Manager), Excel, Microsoft Word, Outlook.
  • Active member in good standing of Les Clefs d'Or is an asset.

Remote Work: No

Employment Type: Part-time

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