Guest Services Supervisor

Fairmont Hotels & Resorts; Austin (TX); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Paid time off

Medical/Dental/Vision Insurance

401K

Shift meal

Discounted rates for employees

Job summary

Fairmont Austin, a premier luxury hotel, is seeking a Guest Service Supervisor. You will lead the Bell Person team under the Guest Service Manager, ensuring smooth daily operations and top-tier guest experiences in a fast-paced environment.

Ideal candidates have leadership experience, strong English communication, and familiarity with hotel PMS systems such as Opera. This full-time role offers comprehensive benefits and opportunities for growth within the property and across the Fairmont

Qualifications

• Leadership experience in a guest-facing role
• Strong customer service orientation with a guest-first mindset
• Proven ability to lead and develop a team
• Experience using Opera or a similar hotel PMS system
• Excellent communication and interpersonal abilities

Responsibilities

• Provide leadership and guidance to the Bell Person team under the direction of the Guest Service Manager.
• Manage daily operations to ensure smooth guest services and high guest satisfaction.
• Monitor budget adherence and control costs within the Guest Services department.
• Serve as a liaison for guests by providing information about hotel services and local area.
• Maintain lobby and front entrance appearance and assist guests as needed.
• Coordinate luggage handling with timely delivery to rooms and storage.
• Support room-change processes and logging of long-term luggage.
• direct guests to appropriate hotel services and events.

Skills

Leadership experience

Customer service

English proficiency

Interpersonal skills

Problem solving

Multitasking

Team leadership

Tools

Opera PMS

Job 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.

Job Description

Looking for a leadership role in a dynamic environment? 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

• Provide leadership, training and guidance with the direction of the Guest Service Manager to the Bell Person team to ensure smooth daily operation of the Guest Services department while maintaining high levels of guest satisfaction.
• Ensure that the operational budget is adhered to and all costs are controlled
• Serve as a liaison for guests by providing information relating to all aspects of the hotel
• Ensure that the Lobby and front entrance are kept clean, paying special attention to all glass areas and the main doors as well as anything left behind in the seating areas.
• Ensure that all deliveries for Guests and colleagues are correctly recorded and then delivered to the correct destination in a timely fashion.
• Maintain a presence in the Lobby when not delivering luggage to guest rooms, offering assistance to Guests, under the direction of the Guest Services leaders.
• Ensure all luggage is collected from guestrooms within the standard time.
• Ensure that all luggage is delivered immediately as instructed by Royal Service and placed in the room to the correct standard.
• Handle all Guest property with extreme care.
• To assist with room changes as directed by the Front Office.
• Ensure that all long term Guest luggage is stored correctly and logged in the correct manner.
• Ensure that guest elevators are only used when is absolutely necessary and when deliveries to guestrooms are of an urgent nature - this will be deemed by the Guest Service Manager.
• Be aware of all functions that are taking place in the hotel and to direct guests to the correct destination.
• Display an attitude of friendliness, courtesy and sincerity to all Guests (both internal and external), making them feel welcome and at ease, using guest names at every given opportunity.
• Be fully aware of all restaurants and services in the Hotel, being knowledgeable of opening times, type of cuisine and dress code.
• Maintain amicable and co-operative working relations with other departments in the Hotel.
• Be aware of the departmental schedule and to always be on time for duty
• Other duties as assigned

Benefits

• 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
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
• Proficient in English (verbal & written)
• Must be able to lift up to 20 lbs

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