Guest Services Manager

Fairmont Hotels & Resorts; Austin (TX); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Paid time off

Medical, Dental and Vision Insurance

401k

Job summary

Fairmont Austin seeks a guest services professional to deliver exceptional service at a luxury property in the heart of Austin. You will assist guests, manage front desk operations, and collaborate with various departments to ensure memorable stays.

The role requires a polished appearance, strong English communication, and the ability to multitask in a busy environment. Join us to grow within a premier hospitality brand and deliver outstanding guest experiences.

Qualifications

• Experience in delivering high-level customer service in a fast-paced setting.
• Ability to multitask and manage multiple guest requests with composure.
• Excellent communication skills, both written and verbal, in English.

Responsibilities

• Provide professional, engaging service to guests at all times.
• Lead and manage Guest Services operations to uphold service standards.
• Address guest concerns promptly and coordinate with teams to create memorable experiences.
• Maintain knowledge of local Austin offerings to inform and assist guests.
• Foster relationships with partners and vendors to ensure quality service.
• Support valet and related operations to ensure smooth arrivals and departures.

Skills

Customer service

Multitasking

English proficiency

Professional appearance

Education

Bachelor degree (asset)

Tools

Microsoft Office

Job description

Your team and working environment:

Austin's largest luxury property, Fairmont Austin offers 1,048 guestrooms and suites, along with over 140,000 square feet of meeting and event space. This is your opportunity to be part of the most innovative and passionate hotel teams in one of the fastest growing markets in the United States.

Company Description:

Austin's largest luxury property, Fairmont Austin offers 1,048 guestrooms and suites, along with over 140,000 square feet of meeting and event space. This is your opportunity to be part of the most innovative and passionate hotel teams in one of the fastest growing markets in the United States.

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

Job Description

Reporting to the Director of Front Office, responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, engaging and friendly service.
• Lead and manage all aspects of the Guest Services and ensure all service standards are followed with friendly and engaging service.
• Handle guest concerns and react quickly, tracking and notifying internally to guarantee memorable moments for our guests
• Maintain and teach LQA and Forbes Travel Guide standards with leaders and colleagues.
• Develop and maintains department communications such as internal bulletin boards and emails to ensure colleagues have knowledge of departmental events and resources.
• Ensure the team are knowledgeable and up to date on Austin offerings and able to communicate these effectively to our guests.
• Develop, maintain and manage relationships with outside vendors to ensure a quality product and service is recommended to our guests.
• Ensure satellite luggage storage handled properly with the cooperation of the Event Services Manager
• Assist the Rooms Division leadership with the management of valet operations and the relationship with the vendor to ensure a seamless arrival and departure experience for our guests
• Other job-related tasks as needed

What is in it for you:

• Paid time off
• Medical, Dental and Vision Insurance, 401k
• Complimentary shift meal
• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• 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

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Previous experience is an asset
• Bachelor Degree is an asset
• Demonstrate the ability to multi task and handle assignments in a fast paced, high pressure work environment
• Ability to maintain the proper attitude to work with management, hourly associates, and outside contacts while meeting deadlines
• Possess excellent working knowledge of computer software programs to include Microsoft Office (Word, Excel and PowerPoint)
• Excellent customer service skills
• Able to effectively communicate English in both written and oral forms
• Professional appearance and demeanor

Additional Information

Your team and working environment:

A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience, Feel Valued, Feel Sparked, We Are One

Our commitment to Diversity & Inclusion:

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

Fairmont Austin is proud to be an Equal Opportunity Employer. EOE/M/F/D/V