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Fairmont Gold Manager

This position is responsible for ensuring the highest levels of guest service while maintaining hotel profitability in a positive, innovative working environment.

The Fairmont Gold Manager additionally is responsible for all aspects of guest service and guest satisfaction that is generated and maintained in the Fairmont Gold section, while consistently achieving exemplary guest service and adhering to Fairmont policies and procedures.
 
 Key Interactions
Internally

Housekeeping team

Concierge team

Engineering team

F&B team

Culinary team

Finance team

FPC/LCAH Manager

Guest Relations team

Front Office team

Sales & Marketing team

Reservations Team

Security Team

Finance Team

Information & Technology Team

 Externally

In house and FPC/LCAH guests

Visitors of in house guests

Bookers of Ayala Land management

Ayala Land top management

Primary Responsibilities

 

MANAGEMENT AND LEADERSHIP OF THE FAIRMONT GOLD TEAM

 

Provide guidance and motivation to the Fairmont Gold team, bringing in a strong sense of commitment to colleague satisfaction

Use the performance review process to identify and develop talent for growth management performance issues, using a coaching styles

Conduct colleague performance evaluations on a timely basis, including corrective action and coaching; directly influence the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Fairmont Gold colleagues

Facilitate the training & development of the Fairmont Gold team; participate in the training & communication process of all colleagues providing service to Fairmont Gold

Accuracy in link of reservations requirement to room allocation/guest needs

Creates an environment that allows colleagues to achieve job fulfillment and provides a path for career development with Fairmont Hotels and Resorts and LCAH

Develops a strong team through active involvement in the operations and through the development and support of continually evolving team

 PROVIDE A GUEST EXPERIENCE THAT EXCEEDS GUESTS’ EXPECTATIONS

Provide exceptional Concierge information to our guests about local and area attractions, restaurants, theatres, special events, tickets, confirmations and other available services

Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty

Handle and resolve Guests’ complaints, including follow up in a timely manner and proper communication in the daily log; provide service that consistently exceeds our internal and external guest expectations always leading by example

Personal involvement in the arrival, rooming, and departure of key/VIP guests

Lead a Heartist® approach to guest experience/service with the Front Office team

Focus on the arrival and departure experience for LCAH members

MANAGE FORECAST AND COST

Track and Forecast daily, weekly and monthly Fairmont Gold Occupancy levels and plan the Fairmont Gold Department accordingly

Be accountable for operational costs and expenses - Monthly Profit & Loss Statement and adherence to budget

Responsible for scheduling according to the staffing guide and reconciling payroll

 CONSISTENT COORDINATION WITH THE CULINARY AND F&B TEAM

Work with the Executive Chef and Fairmont Gold’s Demi Chef de Partie to determine the Fairmont Gold Lounge menu and presentation, in line with Fairmont Gold standards

Provide direction and guidance to Fairmont Gold Supervisors and Attendants in order to maintain service and food quality levels

Implement  and monitor that the HACCP policies are followed

INVOLVEMENT AS A MEMBER OF THE HOTEL LEADERSHIP TEAM

Strong & effective communication with all other departments. Attend Department Communication Meetings representing Fairmont Gold; supervise all contributing colleagues and departments who provide service to Fairmont Gold to ensure that Fairmont Gold service standards are provided

Adheres to and promotes the Company’s Health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures

Assist with Duty Manager duties when required

Develop own knowledge and skills to grow as a business partner and leader

Interface the needs/requirements of other departments with Fairmont Gold : Housekeeping, Engineering, F&B service, Security, Finance, Talent & Culture

Provide a level of Safety & Security for arrival & Departure of guests/visitors

 Main Complexity/Critical issues in the Job

 Efficiency of check in and checkout process

Accuracy in retrieval of guest data and billing

Management and personalization of the guest service experience

Management of guest complaints

Profile

 Knowledge and Experience

Degree or Diploma in Hospitality Management

A minimum of 5 years, 5 Star Hotel Concierge or Front Office experience, with a previous experience in a supervisory or managerial capacity and with a background on Food and Beverage operations

An operational knowledge and proficiency in Opera and Microsoft Office suite (Word, Excel, PowerPoint)

A working knowledge of a second language and its application in the hospitality industry is an asset 

Competencies 

Good interpersonal skills with ability to communicate with all levels of employees

Service oriented with an eye for details

Ability to work effectively and contribute in a team

Good presentation and influencing skills

Multicultural awareness and able to work with people from diverse cultures

Flexible and able to embrace and respond to change effectively

Ability to work independently and has good initiative under dynamic environment

Self-motivated and energetic

Visa Requirements: LOCAL PACKAGE. Must be eligible to work in the Philippines

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