Fairmont Gold Supervisor/ Concierge (Full-Time)
Accor
- Ottawa, ON
- Permanent
- Full-time
- Wonderful company culture - our colleagues are at the heart of all that we do
- Food & Beverage discount of 50% in our restaurants
- Employee benefit card offering discounted rates in Accor worldwide for you and your family
- Learning programs through our academies designed to sharpen your skills
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
- Comprehensive extended health benefits package
- Consistently offer professional, friendly and engaging service
- Demonstrate Fairmont Corporate standards and Service Promise standards in every interaction with guests and colleagues.
- Make certain that all Fairmont Château Laurier policies, procedures and corporate standards are known, followed and acted upon at all times
- Responsible for all aspects of the Fairmont Gold operations, to ensure a smooth operation and the highest level of guest satisfaction at all times
- 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 counter parts 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
- Lead and supervise the Fairmont Gold attendants to ensure all Fairmont Gold Standards and operating procedures are adhered
- 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 inter-departmental 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 adheres to the company's Environmental and Green Team policies and procedures
- Perform related duties and special projects as assigned
- 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
- Constant standing and walking throughout shift
- Occasional kneeling, pushing, pulling, lifting up to 50lbs
- Occasional ascending or descending ladders, stairs and ramps