Accor Hotels
Guest Experience Manager
Accor Hotels, San Francisco, California, United States, 94199
Company Description
Since 1907, Fairmont has served as the San Francisco residence for U.S. presidents, world leaders and entertainment stars. The landmark hotel offers 606 well-appointed guest rooms and suites, three distinctive restaurants, a health club and easy access to the city’s most popular attractions. Fairmont San Francisco is located atop Nob Hill at 950 Mason Street.Fairmont is proud to be an Equal Opportunity Employer. Feel free to visit our website at
http://www.fairmont.com/
to find out more about our company.EOE/M/F/D/VJob Description
The Guest Experience Manager is responsible for ensuring the highest level of guest service is provided to the Fairmont San Francisco guests at every interaction point with the hotel. The Guest Experience Manager will make certain selected VIPs receive exclusive tailored experiences at the established high standards. In their role, they will also oversee Accor Live Limitless loyalty program and act as a resource to the overall operations of the hotel by providing assistance and direction as needed.Summary of Responsibilities:Oversee the arrival process from pre-arrival, through post-departure ensuring satisfactionDemonstrate a commitment to provide consistent professional, engaging, friendly, anticipative service to exceed the needs and expectations of our discerning guests through attention to detail and recognitionSupervise Guest Services department including bell, door, and concierge staffConduct regularly scheduled departmental meetingsManage the departmental budgetOversee operational, administrative and colleague needsConduct training and audits of guest interactions and service delivery to ensure compliance with established standardsConduct regular inspections of public areas to ensure cleanlinessChampion for coordinating History and Penthouse ToursPoint of contact for high rated and high value guests acting as hotel liaison for guest requests pre-arrival, in house, and post departure with the intent of offering tailored experiences and establish relationships aimed at building loyalty and repeat businessDevelop and maintain strong guest relationships with all loyal guests establishing clear lines of communication pre, post and during guest staysDetermine VIP status of any requests as identified Executive Office and Sales OfficeReview arrivals and VIP reports to ensure all special requirements are met or exceededReview reservations of VIPs, transient, and ALL members to ensure traces, comments and profile notes are set-up successfullyDevelop and maintain strong relationship with other operational departmentsEnsure all transient guests receive pre-arrival communication, cultivating their personalized experience in San Francisco, including offering to book transportation, dining reservations, tours, and ensuring all rooming needs are metEnsure selected VIP rooms are prepared to their liking by warming rooms and adding personal touchesMeet, greet and escort guests as requiredMonitor progress of curbside check-in readiness, and assist with doorperson capture at peak arrival timesTake lead in handling all guest complaints in a professional and efficient manner, ensuring proper follow-up, guest recovery and communication with departmentsDesign and implement programs and initiatives that improve overall guest satisfaction and engagement.Collaborate with marketing and sales teams to promote guest experience initiatives.Owner of ACDC to enhance guest preferences are captured by various departments and profiles are updated to enhance guest experienceParticipate and Support the Excellence Committee developing, maintaining and overseeing Quality Control Programs throughout the hotel in relation to hotels’ VOG, LQA goals, ACDC, and Local MeasureActively promotes Fairmont Service Promise behaviors and Service Essential complianceKnows all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for handling of Fire Panel, ensuring guest safety is followed by all hotel staffManage the Concierge Team and Guest Services TeamResponsible for hiring, disciplining colleagues in guest services and conciergeAdditional duties as assignedSalary Range: $85,000-$114,000 USD Gross AnnuallyQualifications
Previous leadership experience in a similar position preferredPrevious Property Management System experience preferredUniversity/College degree in a related discipline an assetMust be able to work weekends and holidaysMust maintain flexible schedule with possibility to work morning, evening and overnightsHighly organized, results-oriented with the ability to be flexible and work well under pressure.Excellent written and verbal interpersonal and communication skillsMust possess a professional presentationStrong problem solving abilitiesComputer literate in Microsoft Window applications preferredAbility to work in a fast paced environmentAbility to work cohesively as part of a teamAbility to focus attention on guest needs, remaining calm and courteous at all timesVisa Requirements:
Must provide proof of eligibility to work in the United States.Additional Information
Fairmont is proud to be an Equal Opportunity Employer. Feel free to visit our website at
http://www.fairmont.com/
to find out more about our company.EOE/M/F/D/VAll your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr
Since 1907, Fairmont has served as the San Francisco residence for U.S. presidents, world leaders and entertainment stars. The landmark hotel offers 606 well-appointed guest rooms and suites, three distinctive restaurants, a health club and easy access to the city’s most popular attractions. Fairmont San Francisco is located atop Nob Hill at 950 Mason Street.Fairmont is proud to be an Equal Opportunity Employer. Feel free to visit our website at
http://www.fairmont.com/
to find out more about our company.EOE/M/F/D/VJob Description
The Guest Experience Manager is responsible for ensuring the highest level of guest service is provided to the Fairmont San Francisco guests at every interaction point with the hotel. The Guest Experience Manager will make certain selected VIPs receive exclusive tailored experiences at the established high standards. In their role, they will also oversee Accor Live Limitless loyalty program and act as a resource to the overall operations of the hotel by providing assistance and direction as needed.Summary of Responsibilities:Oversee the arrival process from pre-arrival, through post-departure ensuring satisfactionDemonstrate a commitment to provide consistent professional, engaging, friendly, anticipative service to exceed the needs and expectations of our discerning guests through attention to detail and recognitionSupervise Guest Services department including bell, door, and concierge staffConduct regularly scheduled departmental meetingsManage the departmental budgetOversee operational, administrative and colleague needsConduct training and audits of guest interactions and service delivery to ensure compliance with established standardsConduct regular inspections of public areas to ensure cleanlinessChampion for coordinating History and Penthouse ToursPoint of contact for high rated and high value guests acting as hotel liaison for guest requests pre-arrival, in house, and post departure with the intent of offering tailored experiences and establish relationships aimed at building loyalty and repeat businessDevelop and maintain strong guest relationships with all loyal guests establishing clear lines of communication pre, post and during guest staysDetermine VIP status of any requests as identified Executive Office and Sales OfficeReview arrivals and VIP reports to ensure all special requirements are met or exceededReview reservations of VIPs, transient, and ALL members to ensure traces, comments and profile notes are set-up successfullyDevelop and maintain strong relationship with other operational departmentsEnsure all transient guests receive pre-arrival communication, cultivating their personalized experience in San Francisco, including offering to book transportation, dining reservations, tours, and ensuring all rooming needs are metEnsure selected VIP rooms are prepared to their liking by warming rooms and adding personal touchesMeet, greet and escort guests as requiredMonitor progress of curbside check-in readiness, and assist with doorperson capture at peak arrival timesTake lead in handling all guest complaints in a professional and efficient manner, ensuring proper follow-up, guest recovery and communication with departmentsDesign and implement programs and initiatives that improve overall guest satisfaction and engagement.Collaborate with marketing and sales teams to promote guest experience initiatives.Owner of ACDC to enhance guest preferences are captured by various departments and profiles are updated to enhance guest experienceParticipate and Support the Excellence Committee developing, maintaining and overseeing Quality Control Programs throughout the hotel in relation to hotels’ VOG, LQA goals, ACDC, and Local MeasureActively promotes Fairmont Service Promise behaviors and Service Essential complianceKnows all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for handling of Fire Panel, ensuring guest safety is followed by all hotel staffManage the Concierge Team and Guest Services TeamResponsible for hiring, disciplining colleagues in guest services and conciergeAdditional duties as assignedSalary Range: $85,000-$114,000 USD Gross AnnuallyQualifications
Previous leadership experience in a similar position preferredPrevious Property Management System experience preferredUniversity/College degree in a related discipline an assetMust be able to work weekends and holidaysMust maintain flexible schedule with possibility to work morning, evening and overnightsHighly organized, results-oriented with the ability to be flexible and work well under pressure.Excellent written and verbal interpersonal and communication skillsMust possess a professional presentationStrong problem solving abilitiesComputer literate in Microsoft Window applications preferredAbility to work in a fast paced environmentAbility to work cohesively as part of a teamAbility to focus attention on guest needs, remaining calm and courteous at all timesVisa Requirements:
Must provide proof of eligibility to work in the United States.Additional Information
Fairmont is proud to be an Equal Opportunity Employer. Feel free to visit our website at
http://www.fairmont.com/
to find out more about our company.EOE/M/F/D/VAll your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr