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Guest Experience Manager

Company: Fairmont Austin
Location: Austin
Posted on: May 15, 2022

Job Description:

Guest Experience Manager


Reporting to the Director, Rooms, responsibilities and essential job functions include but are not limited to the following:

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 Planet 21

What you will be doing:

- Consistently offers professional, engaging and friendly service
- Assist in implementing a result driven comprehensive communicative Rooms Division plan consistent with our strategic vision
- Manage guest communication and recovery, owning all aspects of escalated guest concerns
- Support Director of Guest Experience in managing online/social media messaging, responding to guest comments and feedback
- Assist in the Rooms Division planning process, communication and potential documentation/records management as needed
- Analyze guest feedback data to identify trends and areas of opportunity within operating procedures
- Ensure the hotel's online ratings are improved by preparing and implementing necessary action plans/internal training to reduce negative guest comments.
- Coordinate and communicate with other departments Rooms requests and projects
- Submitting and/or coordinating requisitions for goods and services in Rooms operations
- Attends regularly scheduled Front of the House staff meetings to lead role play and training sessions
- Ensure operating teams within the Rooms Division are following Forbes Travel Guide Luxury Standards by overseeing internal audit tracking
- Perform a variety of non-routine duties in the coordination, administration and implementation of Rooms Division tasks, events, and processes as needed


- Previous administrative experience and hotel experience in guest relations/ quality control preferred
- Ability to multi task and handle assignments in a fast paced, high pressure work environment and deadlines
- Highly organized with an ability to communicate effectively with multiple departments
- Ability to maintain professionalism in working senior leaders, hourly colleagues and outside contacts and vendors
- Ability to engage with high touch guests or VIP guests with the utmost level of confidentiality and ensure they are having an enjoyable stay
- Possess excellent working knowledge of computer software programs to include Microsoft Office (Word, Excel and PowerPoint)
- Ability to analyze multiple sources of feedback to identify trends and action plans for improvement
- Able to effectively communicate English in both written and oral forms

Physical Demands

This position requires:

- Frequent standing and walking throughout shift
- Occasional kneeling, pushing, pulling, lifting up to 20lbs.
- Occasional ascending or descending ladders, stairs and ramps

Visa Requirements:

Candidates must be legally eligible to work in the United States.

Keywords: Fairmont Austin, Austin , Guest Experience Manager, Executive , Austin, Texas

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