Located in the heart of Seattle's downtown, the Fairmont Olympic Hotel is a historic landmark in the city. Be a part of history, providing service to our guests in an iconic and luxurious setting. We look forward to welcoming you to the historic Fairmont Olympic Hotel located in the heart of Seattle.
Job Description
The Director of Guest Experience is responsible for overseeing and leading the Valet, Bell Desk, Concierge, Retail leases and 12th Floor Business Offices at the Fairmont Olympic Hotel. This role is pivotal in ensuring exceptional guest service and satisfaction throughout the guest journey. The Director of Guest Experience will develop and implement strategies to enhance the guest experience, drive revenue, and maximize operational efficiency within these Guest Services departments. They will maintain the highest standards and quality of services in Guest Service operation to meet and exceed guests' expectation/VOG Hotel target.
What is in it for you: Annual salary range: 76k - 80kEmployee travel program offering discounted rates in Fairmont's and Accor worldwideParking/Commuting DiscountsPaid meal breaks with complimentary meals served in our Staff Dining roomLearning programs through our AcademiesMedical, dental, vison insurance available for all full-time colleagues and their families. Additional supplemental insurance available.Free base employee only medical insurance401K Retirement plans with a 4% match for all colleaguesOpportunity to develop your talent and grow within your property and across the world!Ability to make a difference through our Corporate Social Responsibility activitiesFun, elegant atmosphere with amazing colleagues!Key Responsibilities: Develop and implement guest experience strategies to enhance guest satisfaction and loyaltyOversee the daily operations of the Valet, Bell Desk, Concierge, and 12th Floor Business Offices, ensuring seamless guest service deliveryEstablish and maintain standards for guest interactions (LQA & Forbs), ensuring that all team members provide personalized and memorable experiencesCollaborate with other departments, such as Front Office, Housekeeping, and Food & Beverage, to ensure a cohesive guest experienceMonitor and analyze guest feedback and performance metrics to identify areas for improvement and implement corrective actionsDevelop and manage departmental budgets, ensuring financial targets are metRecruit, train, and mentor departmental managers and team members to deliver exceptional serviceEnsure compliance with hotel policies, procedures, and standards, as well as relevant laws and regulationsHandle guest complaints and inquiries in a timely and professional manner, striving to resolve issues to the guest's satisfactionInvolvement with MOD Program and will assist overseeing the Front Office in the absence of a Manager Qualifications Bachelor's degree in Hospitality Management or related field preferredMinimum of 5 years of experience in a leadership role within the hospitality industry, preferably in guest services or front office operations preferredStrong leadership and interpersonal skills, with the ability to motivate and inspire a teamExcellent communication and customer service skillsComputer literacy required: Windows XP, MS Office, Property Manager, and Royal Service an assetNeed a valid driving licenseAbility to work a variety of hours/days/holidays/weekends as business needs requireStrong interpersonal and problem-solving abilitiesProven ability to develop and implement guest experience strategiesDetail-oriented with strong organizational and analytical skillsAbility to work collaboratively with other departments and stakeholdersKnowledge of relevant laws, regulations, and industry trendsVisa Requirements: Must be legally eligible to work in the United StatesPhysical Aspects of Position (include but are not limited to): Must be able to stand on feet throughout the shift, with intermittent periods of walkingMust be able to frequently lift and carry up to 25 lbs at shoulder heightMust be able to occasionally push/pull up to 75 lbsMust be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionallyMust be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basisWhile primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat)Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, snow, heat) Additional Information All your information will be kept confidential according to EEO guidelines.
Our commitment to Diversity & Inclusion: We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.
We are an equal opportunity employer. All offers contingent on background check and E-Verify.
Do what you love, care for the world, dare to challenge the status quo!#BELIMITLESS Discover a world where life pulses with passion
Diversity&Inclusionfor Accor means welcoming each and everyoneandrespecting their differences by giving priority only to qualities andskills in extending employment and development opportunities. Our ambition is toprovide meaningful employment, a warm and welcoming culture, excellentworking conditions and to promote the development ofall people, including thosewith disabilities.
When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.
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