As Fairmont Gold Manager, you will curate exceptional guest experiences on Fairmont Orchid’s exclusive 45-room luxury guest floor. You will lead and elevate personalized moments through a dedicated Concierge team while delivering the highest level of personalized service with indulgent Fairmont Gold amenities and locally inspired culinary offerings. From private check-in to the refined food & beverage service of the Fairmont Gold Lounge, you will ensure seamless experiences that exceed guest expectations in an elevated luxury environment.Embodying Fairmont’s “Make Special Happen” approach, your dynamic personality paired with strong business acumen will serve as an ambassador of luxury, responsible for upholding exceptional service standards while driving operational excellence and profitability within a positive, innovative work environment.What you will be doing:Ensures that all Fairmont Gold Standard Operating Policies and Procedures are adhered.Ensures the budget revenue are generated for Fairmont Gold within the budgeted associated expenses. Work with the Director of Revenue, Director of Reservation, Director of Sales and Front Office Management to ensure strategies are in place to maximize Fairmont Gold revenue opportunities.Track and forecast daily, weekly and monthly Fairmont Gold occupancy levels while scheduling and planning the department accordinglyProvide exceptional Concierge information to our guests about local and area attractions, restaurants, 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.Provide service that consistently exceeds our internal and external guest expectationsStrong and effective communication with all other departments. Supervise all contributing colleagues and departments who provide service to Fairmont Gold to ensure that Fairmont Gold service standards are provided.Support the execution of pre-arrival communications and preparations, front desk and concierge services, and lounge operational support as needed in accordance with standards of performanceFacilitate the training and development of the Fairmont Gold Team. Participate in the training and communication process of all colleagues providing service to Fairmont Gold.Ensure colleagues have the tools that they need to work successfully, provide timely reviews of their performance, manage labour hours, and organize paid time off as requested. Participate in the recruitment and training of new Supervisors and Lounge ServersConduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Fairmont Gold colleagues.Propose and facilitate innovative, cost-effective guest experience enhancementsBe accountable for operational costs and expenses- Monthly Profit & Loss Statement / Adherence to budgetEnsure the highest possible revenues are generated for Fairmont Gold, monitoring upsell opportunities and Honour Bar inventoryResponsible for scheduling according to the staffing guide and reconciling payrollWork with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation, in line with Fairmont Gold standardsProvide direction and guidance to In Room Dining/ Fairmont Gold Pantry Attendant in order to maintain service and food quality levelsEnsure SAQ process are followed by the Fairmont Gold supervisor teamAdheres to and promotes the company’s health and safety policies to ensure a safe work environment and knowledgeable all safety and emergency procedures including EHC
