Job Description

Responsible for all aspects of Guest Service and Guest Satisfaction that are generated and maintained in the Fairmont Gold Department.

Fostering a culture where the Fairmont Gold Team is focused on providing WOW experiences that will create memories for all Fairmont Gold Guests, doing whatever is necessary to exceed expectations.

Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty. Handle all Fairmont Gold Comments. Manage the Fairmont Gold Guest History system and ensure Guest information is updated.

Facilitate the training & development of the Fairmont Gold Team. Participate in the Training & Communication process of all colleagues providing service to Fairmont Gold.

Provides guidance and motivation to the Fairmont Gold Team. Establishes and communicates on a daily basis with the Fairmont Gold Team. A strong commitment to Colleague Satisfaction.

Be accountable for operational costs and expenses - Monthly Profit & Loss Statement / Adherence to budget.

Responsible for scheduling according to the staffing guide and reconciling payroll.

Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation, in line with Fairmont Gold Standards of Procedures & Service.