Guest Relations Supervisor

Job Description
Under the direction of the Front Desk Managers, the Guest Relations Supervisor will focus on fulfilling our commitments to our Accor Live Limitless members and support the Front Office team to ensure that our guests' experiences exceed their expectations. This role is crucial in providing luxury, engaging, sincere, and personalized service, which is key to how our colleagues create special memories for our guests at the Fairmont Olympic Hotel. The Guest Relations Supervisor will ensure that all Fairmont Brand Standards, including loyalty standards and procedures, as well as guest satisfaction objectives, are consistently met and exceeded.
What's in it for you:
$27.68per hour
Employee travel program offering discounted rates in Fairmont and Accor hotels worldwide
Parking and Public transportation discounts
Paid meal breaks with complimentary meals served in our staff dining room
Learning programs through our Academies
Medical, dental, vision 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 hotel and across the world!
Ability to make a difference through our Corporate Social Responsibility activities
Fun, elegant atmosphere with amazing colleagues!
Key Responsibilities:
Act as the hotel’s champion for Accor Live Limitless (ALL) Program, communicate updates and initiatives of ALL Program
Actively initiate efforts to drive ALL membership enrolment
Train new Front Office colleagues and assist the Front Desk Managers with on-going training initiatives
Ensuring new Front Desk &
Royal Service colleagues are set up on ALL Campus and complete training within 30 days
Perform high-level anticipatory services such as attending to special requests from guests and the hotel
Work closely with Front Desk Managers to ensure of proper room assignment and thorough review of arrival reservations, leading to smooth operations
Collaborate with the Front Office, Housekeeping, and Food &
Beverage departments toensure guests have memorable interactions. Ensure that VIPs and Accor Live Limitless members receive special recognition and personalized service, including but not limited to meet-and-greet upon arrival and mid-stay check in
Ensuring coordination of timely deliveries of amenities for VIP guests and members
Keep active presence in the lobby to keep smooth operations by assisting guests, Front desk, Concierge, Bell and doorman, adding memorable moments for guests
Serve as a liaison between Front Office, Housekeeping, Concierge, Food &
Beverage and Sales – Event department
Actively communicate with guests including pre-arrival and respond to any request to ensure a delightful delivery of their special requests
Assist Check-in, check-out, special requests while recognizing VIPs and guests
Deliver all of the Fairmont Brand Standard and pass LQA and Forbes audit
Resolve and communicate any guest challenges with proper follow through SCORE system
Flexible schedule including day, night and weekend required
Others duties as assigned