Guest Experience Supervisor

Job Description
Superior knowledge of a great Concierge is the expectation of our Guests when staying at Fairmont Hotels &
Resorts. Your ability to anticipate Guests’ needs and make informed suggestions will ensure they have a truly memorable stay.
Responsible for all aspects of guest service and satisfaction for the Lobby Concierge.
Provide exceptional concierge information to our guests about Scottsdale area attractions, restaurants, theatres, special events and other available services.
Develop and maintain strong guest relationships to ensure guest loyalty.
Develop and maintain contacts and professional working relationships with counter parts in other Fairmont properties, the Scottsdale community and hospitality service providers in our area.
Coordinating all aspects of the guest requests, recording and tracking all pertinent communications, bookings and details of guest itineraries to the highest level of satisfaction at all times.
Maintain a positive working relationship with Fairmont Gold Concierges to ensure service quality and consistency.
Directly influences the future effectiveness of the hotel through involvement in training &
motivation of Conciergeteam.
Maintaining communication of up to date, accurate information between guests, staff, management and our business partners on a consistent basis.
Facilitate the training and development of the Concierge team.
Lead by example by providing exceptional guest service with a passion to continually exceed expectations and anticipate guest needs.
Strong and effective written and verbal communication with all other departments, highlighting guest requirements to ensure the proper level of service is delivered at all times.
Adheres to and promotes the Company’s Health and Safety policies to ensure a safe work environment and knowledgeable about all safety and emergency procedures.
Assisting with all other Front Office areas, including covering leadership shifts in other Front Office departments as needed
Performs any and all other tasks which are assigned by management