Guest Relations & Concierge Manager

What’s in it for you:

Competitive Salary
Paid Time Off
Medical, Dental and Vision Insurance, 401K
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference through our Corporate Social Responsibility activities

Pay range: $55,000 - $65,000 per annum

What you will be doing:

Reporting to the Director, Front Office, the Guest Relations & Concierge Manager is responsible for ensuring we provide the highest level of guest service for our VIP and ALL Members.

Ensure that all Rooms Brand and LQA Standards procedures are adhered
Ensure procedures are being met or exceeded on a daily basis for all loyalty/VIP Guests
Coordinate the arrival, stay and departure experience to ensure a seamless experience
Liaise with all key departments to gather the correct information
Communicate relevant information and special requirements to all departments to ensure the expectations of all loyalty and VIP guests are exceeded
Work directly with the Front Office operation to ensure a seamless experience
Create Daily and Weekly reports highlighting the upcoming arrivals and in house Guests
Review arrivals for the next ten days on a daily basis
Coordinate with the Front Office and Housekeeping to ensure preferences are consistently met
Assist VIP and high profile loyalty guests with preparation of activity itineraries and ground transportation when applicable
Ensure Front Office and Accounting colleagues are aware of special billing arrangements
Perform pre-arrival communication to VIP and loyalty guests when necessary to ensure the correct information is obtained
Contact guests during their stay and assist with any needs that arise
Ensure all billing is correct and delivered the night prior to departure; schedule check out services with Uniform/Guest Services team
Review all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
Assume Manager On Duty when on shift overseeing, Front Office, Guest Services, Royal Service and Fairmont Gold.
Respond and monitor Guest Feedback via Voice of the Guest, Expedia, Booking.com, Google reviews.

Qualifications

Qualifications

Your experience and skills include:

Minimum 2 years' previous management experience in Front Office operations
Degree or Diploma in Hospitality Management is an asset
Exceptional interpersonal and organizational skills; written and verbal communication skills
Knowledge of computerized Front Office systems required with emphasis in Opera Cloud, Alice, Kipsu.
Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
Enthusiastic team player, with strong self-initiative
Strong guest service orientation and training skills background required
Highly organized, results-oriented with the ability to be flexible and work well under pressure
Strong guest service orientation and training skills background required
Ability to work independently and prioritize responsibilities

Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Fairmont Washington DC, Georgetown

Located in Washington’s fashionable West End and adjacent to historic Georgetown, the newly renovated Fairmont Washington, D.C. welcomes guests in capital style. With a sunlit urban courtyard that soothes the spirit, the Fairmont is the perfect hotel for business or leisure travel. Fairmont Washington, D.C., Georgetown is known for its engaging service and stylish surroundings. A relaxing visit to our hotel's fitness center, indoor pool and serene courtyard also provide guests with an array of rejuvenating experiences. The finest meeting space, accommodations, and personal service will draw you back to our four-diamond, luxury Washington, D.C. hotel's accommodations time and again.

Reintroducing a D.C. Icon

Welcome to a city that’s perpetually changing, yet timeless in its grandeur and elegance. And nowhere in the nation’s capital reflects this duality quite like Fairmont Washington, D.C., Georgetown. While you’re visiting, we invite you to experience our outstanding hospitality—and to enjoy our recent renovation, which has added a dazzling new ballroom and revitalized our lobby, bar and courtyard to embody the beauty of the region, from blossoming cherry trees to the striking grid pattern upon which D.C. is built.

At the heart of our transformation is our new 2,990-square-foot (280-square-meter) Kennedy Ballroom, destined to become one of D.C.’s most sought-after venues for weddings, conferences and everything in between. Adjacent to our Grand Ballroom and bedecked in the latest audiovisual technology and elegant decor, the Kennedy Ballroom will turn any gathering of up to 300 guests into a night they’ll never forget. With over 30,000 square feet (2,800 square meters) of meeting and event space, we have the perfect setting for any function. For cocktail receptions and more casual events, our completely remodeled lobby and courtyard are perfect for mingling, networking or just unwinding after a successful event.