Summary of Responsibilities:
- Assign sufficient manning to cater for daily operational needs
- Planning of VIP arrivals and departures and ensuring operational efficiency
- Develop and maintain strong guest relationships to ensure guest loyalty
- Handle guest issues when needed
- Meet, greet, rooming and service of all VIP guests
- Plan and review rosters to ensure productivity goals are met
- Ensure LQA service standards are in practice as set by the hotel at all times
- Conduct audit checks on colleague’s service standards and ensure compliance with hotel standards
- Ensure operations are in order, guests assistance required is rendered accordingly and colleague’s service standards are met
- Consistently offer professional, engaging and friendly service
- Lead a Heartist® approach to guest experience/service with the team
- Responsible for all aspects of Guest Service and Guest Satisfaction that are generated and maintained in Fairmont Gold Lounge
- Monitor maintenance and development of the physical Fairmont Gold product
- Facilitate preventive maintenance program with housekeeping and engineering
- Daily compliance on hygiene and safety standards based on HACCP standards and ensure all checks and documentation are accurately recorded on a timely basis
- Coordinate and lead the team on internal hygiene audits with Hygiene and Safety department personnel on a weekly basis
- Coordinate and lead the team in the yearly Haccp audit and ensure compliance and pass audit
- Work with the Revenue Manager, Reservations Manager, Sales Manager and Front Office Manager to ensure strategies are in place to maximize revenue opportunities
- Track and Forecast daily, weekly and monthly Fairmont Gold occupancy levels and plan accordingly
- Planning, reviewing, training, monitoring, evaluation and counseling of employees
- Handling and investigation of guest requests/complaints
- Counseling and disciplinary action for colleagues non-compliance with procedures and behavior
- Attend any department and operational meetings
- Ensure grooming standard set by the hotel at all times
- Ensure work areas are adequately stocked and inventory properly recorded
- Ensure department compliance with safety and security procedures at all times
