Guest Services Supervisor

Fairmont Hotels & Resorts; Austin (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

401K

Complimentary shift meal

Discounted rates for employees

Education programs & assistance

Career growth opportunities

CSR involvement

Job summary

Fairmont Austin is seeking a Guest Service Supervisor to lead the Bell team, ensuring guest satisfaction and smooth operations within a luxury property. You will manage procedures, assist guests with information, and uphold high standards of hospitality.

The role requires leadership experience, strong English communication, and the ability to work under pressure in a fast-paced environment. Join a team dedicated to exemplary service and career growth.

Qualifications

• Service-focused personality is essential.
• Previous leadership experience is an asset.
• Experience with Opera or related hotel PMS system.
• Strong interpersonal and problem-solving abilities.
• Able to work under pressure in a fast-paced environment.
• Proficient in English (verbal & written).
• Must be able to lift up to 20 lbs.

Responsibilities

• Lead and support the Bell team while maintaining high standards of guest satisfaction and service.
• Ensure operational procedures, schedules, budgets, and cost controls are followed.
• Assist guests with hotel information, directions, events, restaurants, and services.
• Maintain a clean, welcoming, and well-presented lobby and entrance.
• Coordinate the timely collection, delivery, storage, and accurate logging of guest luggage and deliveries.
• Handle all guest belongings with care and assist with room changes as directed by Front Office.
• Maintain a visible presence in the lobby and proactively assist guests as needed.
• Foster positive working relationships with other hotel departments.
• Demonstrate friendliness, courtesy, professionalism, and genuine hospitality, using guest names whenever possible.
• Maintain awareness of hotel operations and events to effectively assist and direct guests.
• Follow departmental schedules and attendance expectations.
• Perform other duties as assigned.

Skills

Service focus

Leadership

Opera PMS

Interpersonal skills

Reliability

Calm under pressure

Teamwork

Guest focus

English proficiency

Lifting ability

Tools

Opera PMS

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 Guest Services Manager, join us as a Guest Service Supervisor at Fairmont Hotels & Resorts. You’ll play a key role in ensuring smooth operations, delivering exceptional service, and upholding the highest standards to create memorable experiences for our guests.

Job Duties Include

• Lead and support the Bell team while maintaining high standards of guest satisfaction and service.
• Ensure operational procedures, schedules, budgets, and cost controls are followed.
• Assist guests with hotel information, directions, events, restaurants, and services.
• Maintain a clean, welcoming, and well-presented lobby and entrance.
• Coordinate the timely collection, delivery, storage, and accurate logging of guest luggage and deliveries.
• Handle all guest belongings with care and assist with room changes as directed by Front Office.
• Maintain a visible presence in the lobby and proactively assist guests as needed.
• Foster positive working relationships with other hotel departments.
• Demonstrate friendliness, courtesy, professionalism, and genuine hospitality, using guest names whenever possible.
• Maintain awareness of hotel operations and events to effectively assist and direct guests.
• Follow departmental schedules and attendance expectations.
• Perform other duties as assigned.

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
• Learning programs through our Academies and Educational Assistance for further development
• 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 Sustainability Committee

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:

• Service focused personality is essential
• Previous experience in a similar leadership role is an asset
• Prior experience working with Opera or related hotel PMS system
• Strong interpersonal and problem solving abilities and the ability to lead by example
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Proficient in English (verbal & written)
• Must be able to lift up to 20lbs

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