Director Of Guest Services

Job Description
The Director of Guest Experience is responsible for overseeing and leading the Valet, Bell Desk, Concierge, Retail leases and 12th Floor Business Offices at the Fairmont Olympic Hotel. This role is pivotal in ensuring exceptional guest service and satisfaction throughout the guest journey. The Director of Guest Experience will develop and implement strategies to enhance the guest experience, drive revenue, and maximize operational efficiency within these Guest Services departments. They will maintain the highest standards and quality of services in Guest Service operation to meet and exceed guests’ expectation/VOG Hotel target.
What is in it for you:
Annual salary range:
76k - 80k
Employee travel program offering discounted rates in Fairmont’s and Accor worldwide
Parking/Commuting Discounts
Paid meal breaks with complimentary meals served in our Staff Dining room
Learning programs through our Academies
Medical, dental, vison insurance available for all full-time colleagues and their families. Additional supplemental insurance available.Free base employee only medical insurance
401K Retirement plans with a 4% match for all colleagues
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
Fun, elegant atmosphere with amazing colleagues!
Key Responsibilities:
Develop and implement guest experience strategies to enhance guest satisfaction and loyalty
Oversee the daily operations of the Valet, Bell Desk, Concierge, and 12th Floor Business Offices, ensuring seamless guest service delivery
Establish and maintain standards for guest interactions (LQA &
Forbs), ensuring that all team members provide personalized and memorable experiences
Collaborate with other departments, such as Front Office, Housekeeping, and Food &
Beverage, to ensure a cohesive guest experience
Monitor and analyze guest feedback and performance metrics to identify areas for improvement and implement corrective actions
Develop and manage departmental budgets, ensuring financial targets are met
Recruit, train, and mentor departmental managers and team members to deliver exceptional service
Ensure compliance with hotel policies, procedures, and standards, as well as relevant laws and regulations
Handle guest complaints and inquiries in a timely and professional manner, striving to resolve issues to the guest's satisfaction
Involvement with MOD Program and will assist overseeing the Front Office in the absence of a Manager