Guest Services Manager: Luxury Guest Experience Leader

Accorhotel; Austin (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

Dental insurance

Vision insurance

401k

Job summary

Fairmont Austin, Austin's premier luxury property, is seeking a Guest Services leader to supervise front office operations and deliver memorable guest experiences in a fast-paced environment.

Reporting to the Director of Front Office, you will uphold Forbes Travel Guide standards, coordinate with Event Services and Vendors, and mentor a Heartists team across guest services.

This role offers growth within Accor's global network, with a commitment to diversity and inclusion.

Qualifications

• 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.

Responsibilities

• 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

Skills

Customer service

Multi-tasking

Communication skills

English proficiency

Microsoft Office

Education

Bachelor degree

Tools

Microsoft Office

Job description

Fairmont Austin, Austin's premier luxury property, is seeking a Guest Services leader to supervise front office operations and deliver memorable guest experiences in a fast-paced environment.

Reporting to the Director of Front Office, you will uphold Forbes Travel Guide standards, coordinate with Event Services and Vendors, and mentor a Heartists team across guest services.

This role offers growth within Accor's global network, with a commitment to diversity and inclusion.