Hotel Overview: Fairmont Château Laurier is the iconic hotel of Ottawa - Canada's capital city. Built in the age of grandeur, Ottawa's very own castle is a magnificent limestone edifice with turrets and masonry reminiscent of a French château. A symbol of timeless elegance, the hotel combines a distinctive blend of historic charm and modern efficiencies.
Summary of Responsibilities:
Reporting to the Fairmont Gold Manager, responsibilities and essential job functions include but are not limited to the following:
Demonstrate Fairmont Corporate standards and Service Promise standards in every interaction with guests and colleagues.
Make certain that all Fairmont Château Laurier policies, procedures and corporate standards are known, followed and acted upon at all times.
Responsible for all aspects of the Fairmont Gold operations, to ensure a smooth operation and the highest level of guest satisfaction at all times.
Review all Fairmont Gold reservations to ensure all standards are met.
Ensure that the reservations of our Fairmont President Club Members are in order and that members' expectations are met.
Direct and execute approved plans and programs for Fairmont Gold in accordance with company and hotel policies.
Track and forecast daily, weekly and monthly Fairmont Gold occupancy.
Control room inventory including out of order rooms, sell outs, preventive maintenance and special room projects.
Ensure the highest revenues possible are generated by participating in, supporting and promoting the Fairmont Gold upsell program as well as monitoring honour bar revenue.
Provide exceptional concierge information to our guests.
Establish and maintain communication with all Fairmont Gold staff on a daily basis.
Develop and maintain contacts with counter parts in other Fairmont properties as well as other hotels and hospitality services in the city.
Strong and effective communication with all other departments, highlighting Fairmont Gold requirements from supplies to manpower requirements to ensure proper level of service to our guests.
Attend Department Communication meetings and other meetings in absence of Fairmont Gold Manager.
Maintain and report housekeeping and maintenance deficiencies in the department.
Provide exceptional service in the Fairmont Gold lounge.
Responsible for the set up and break down of all food and beverage presentations in the lounge (breakfast, coffee/tea service, bar service and canapés).
Assist guests regarding food and beverage menu items.
Have knowledge of all menu items, garnishes, contents and preparation methods.
Attention to detail in ensuring the lounge is well maintained at all times and that the ambiance changes in the lounge from one food and beverage presentation to the next.
Lead and supervise the Fairmont Gold attendants to ensure all Fairmont Gold Standards and operating procedures are adhered.
Participate in recruitment, selection and performance management (including corrective action), of all colleagues working in Fairmont Gold.
Participate in the orientation and cross training process of all hotel colleagues who provide services to Fairmont Gold guests.
Ensure that the appropriate service levels are provided and achieved at all times.
Participate actively in the achievement of Guest Satisfaction initiatives.
Participate actively in the hotel community to further inter-departmental working relationships.
Take ownership in the achievement of Colleague Engagement Survey objectives.
Promote and enforce the hotel's Health & Safety standards and emergency procedures.
Promote and adheres to the company's Environmental and Green Team policies and procedures.
Perform related duties and special projects as assigned.
Previous guest service experience required
Previous Property Management System experience required
Computer literate in Microsoft Window applications required
University/College degree in a related discipline an asset
Must possess a professional presentation
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to work well under pressure in a fast paced environment
Ability to work cohesively as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Physical Aspects of Position (include but are not limited to):
Frequent standing and walking throughout shift
Occasional kneeling, pushing, pulling, lifting up to 20lbs.
Occasional ascending or descending ladders, stairs and ramps
Visa Requirements: Must already be legally permitted to work in Canada.