Fairmont Gold Manager - job 1 of 2

At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

As an Fairmont Gold Manager, your engaging personality will make a lasting impression when our guests stay at Fairmont Gold, creating loyalty that will ensure their return. The Fairmont Gold Manager is responsible for ensuring the entire operation is running smoothly for both our guests and our heartists, by creating a sense of enhanced service and perfect overall experience, in lounge and during the entirety of the stay for our guests. The Fairmont Gold Manager will be proactive in ensuring the inventory, lounge, pantry and both rooms and food and beverage are as should be at all times. The Fairmont Gold Manager will not only be an ambassador to Fairmont Gold, but also an ambassador of the hotel and assist guests with providing an overview of the property and amenities.

Job Description:

• Ensuring the overall Fairmont Gold operation is running smoothly by monitoring arrivals for the day and ensuring rooms are being prepared, amenities are being placed, in house guest rooms are being serviced and the overall lounge operation is running per standard
• Leading the Fairmont Gold pre-shift and ensuring all team members are on the same page
• Creating the daily meal period and break schedule
• Ensuring the back of house areas are always clean and up to standards, communicating with Housekeeping and Stewarding when necessary
• Acting as the Fairmont Gold ‘Manager on Duty’ and immediately and effectively taking care of any guest concerns
• Working with the hotel ‘Manager on Duty’ as required and maintain an open line of communication
• Working with other departments in the hotel (Housekeeping, Engineering, Culinary, Food and Beverage and more) to ensure that the Fairmont Gold operation is running smoothly 
• Ensuring to properly document and escalate any guest issues using the SCORE entry form in Royal Service Manager and informing upper Management of any urgent concerns
• Consistently offer professional, friendly and engaging service
• Lead and coordinate all aspects of the Fairmont Gold floor to ensure Fairmont Gold Standards are adhered to
• Fully understand and be able to teach and train any heartists on the Fairmont Gold operation, both in-lounge and Supervisory skills
• Maintain communication with all departments within the hotel to ensure that Fairmont Gold standards are delivered on a consistent basis
• Participate in the recruitment and training of new Colleagues and Supervisors
• Ensure proper scheduling in accordance to productivity guidelines
• Ensure that guest satisfaction is maintained from the moment a guest reservation is created (pre-arrival) to when the guest departs the hotel (post-departure)
• Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty
• Work with the Culinary team to determine the daily Fairmont Gold Lounge menu 
• Ensure that the Culinary team is always informed on Fairmont Gold occupancy and any last minute changes in occupancy, arrivals or departures
• Ensuring that the Culinary team is well informed of any special guest requests; dietary or special amenity or food requests
• Assist at the Fairmont Gold reception desk when appropriate, ensuring no Fairmont Gold guests are waiting
• Maintaining conversation with any guests waiting in the lounge or reception area and assisting when necessary
• Ensure the Lounge is maintained at all times including removal of soiled dishes, buffet is stocked when appropriate, and Noise and Ambiance Environment is in line with Fairmont Gold Standards
• Assist the Fairmont Gold Lounge attendants, where necessary, ensuring that Food and Beverage set up is done properly and enough back stock of food is available
• Ensuring that the Fairmont Gold Lounge is clean after every meal period break down
• Constantly checking that all team members are using proper sanitary and disinfectant procedures
• Maintaining that all surfaces are properly being wiped down
• Ensure that Fairmont Gold Standard Operating Policies as well as local policies are followed consistently
• Confirming that the honor bar is stocked at all times and inventory is properly being taken and tracked
• Making sure that the overall lounge ambiance (music, lights, TVs) are up to standard
• Ensuring that all equipment is properly functioning at all times and if not, being properly reported for maintenance
• Balance operational, administrative and Colleague needs
• Ensure that Fairmont Gold room inventory is balanced at all times
• Assisting with scheduling as required
• Assisting with payroll as required
• Monitor Fairmont Gold arrivals and departures ensuring that the operation is running smoothly and efficiently
• Continuously monitoring the status of rooms, following up on rooms to be inspected and assisting where necessary
• Ensure to touch base with any in-house guests in-lounge to offer assistance, as required
• Work with the Guest Experience Manager for any VIP guests and ensure any requirements are arranged and met
• Maintain a consistent line of communication with the Housekeeping leader assigned to the Fairmont Gold floors, ensuring that assisted is provided where required 
• Where necessary, complete any colleague disciplinary action based on steps and training provided via Talent & Culture
• Always ensure to train and teach colleagues, offering the opportunity to learn and grow
• Follow department policies, procedures and service standards
• Follow all safety policies 
• Organizing the daily arrivals and ensuring full coverage and time for all pre-arrival and arrival tasks
• Ensure the Fairmont Gold inventory is balanced at all times and to inform the Fairmont Gold Manager immediately if not
• Maintain close communication with the Fairmont Gold Lounge Associates to ensure the lounge is running smoothly at all times
• Assisting in ensuring breaks are taken as scheduled
• Strategic decision making
• Resolving complaints
• Conflict resolution
• Ensuring an overall cohesive flow from guest arrival to departure and consistent ambiance the lounge
• Other duties as assigned

What's In it For You:

• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential
• 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, like Planet 21 and WATCH
• Salary: $85,000-$95,000

• Previous experience managing an executive lounge is required
• Previous customer related experience required
• Previous leadership experience required
• Strong interpersonal and problem-solving abilities
• Ability to multi-task in a high paced environment
• Ability to assist with the overall operation, where required, and ensure that all administrative and operational duties are complete
• Highly responsible and reliable
• Computer literate
• Ability to work well under pressure in a fast-paced environment
• Ability to work well cohesively with fellow colleagues as part of a team
• Ability to lead a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Must possess a professional presentation

• Carry out specific oral or written instructions, frequently following a simple routine

• Do the same tasks over and over, frequently the same way
• Get along with all kinds of people
• Stand and walk or sit for long periods of time
• Lift and carry things like bus totters and buffet plates
• Use hands and fingers skillfully
• Analyze and interpret established policies
• Make business decisions based on productions reports and similar facts as well as on your own experience and personal opinions
• Deal with the general public, customers, employees, with tact and courtesy
• Plan and organize the work of others
• Change activity frequently and cope with interruptions
• Speak and write clearly
• Accept full responsibility for managing an activity
• High school diploma or previous experience an asset
• Customer service experience
• Previous leadership experience in a 5-star hotel within Rooms and Food & Beverage
• Demonstrated organizational skills
• Fluent spoken and written English
• Second language an asset
• Clear thinking on their feet, able to work under pressure
• Ability to prioritize multiple demanding tasks
• Ability to follow instruction and work quickly and thoroughly
• Being able to determine which department could best help the guest
• Staying calm when assisting a guest in emergency situations, and knowing what questions to ask

Your team and working environment:

What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House,” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect, and integrity.  A home away from home.  Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Visa Requirements:  Must provide proof of eligibility to be employed in the United States of America.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.

Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS