Fairmont Gold Manager

Company Description

Explore limitless possibilities, dreams and adventures on Hawai'i Island as you blaze a trail for a rewarding career in hospitality. Embrace our passion for Hawai'i's heritage, culture and traditions with amazing career opportunities that await you in paradise. Journey into a luxury oasis where the aloha spirit comes alive.

Fairmont Orchid is an award-winning luxury resort located on the majestic Kohala Coast of Hawai'i Island. Immerse yourself in an authentic Hawaiian experience, surrounded by 32 oceanfront acres of lush tropical gardens, cascading waterfalls and a tranquil white sand beach and lagoon. Hawai'i's warmth and serenity are reflected throughout the design of our family-friendly hotel accommodations with spacious guest rooms, suites and the exclusive Fairmont Gold concierge floor.

Resort amenities include our Spa Without Walls, a 10,000-square-foot oceanfront pool, cultural activities, onsite restaurants, access to world-class golf, a 24/7 fitness center and a 10-court tennis pavilion. Inspired by culture, well-being and genuine aloha, Fairmont Orchid welcomes you to experience authentic Hawai'i.

• Premium preferred provider medical/drug/vision benefits at competitive prices.
• We put you first & value you with employer paid coverage for group life and accidental insurance coverage (1x annual salary) + Coverage is available for your 'ohana!*
• We believe that hospitality has the power to unlock a better tomorrow with our 401(k)/retirement saving plan & matching program.
• Don't just live in the moment - own your moment with 15 paid holiday/personal days per year + 10 days of paid vacation that begin accruing immediately*
• Incentive Bonuses are available to inspire creativity & dedication to deliver exceptional experiences.
• We go the extra mile by offering 50% discounts at hotel restaurants, 50% discount on retail items at our Fairmont Store & 30% discount of services offered in our Spa Without Walls.
• We are globetrotters taking advantage of our Travel Program with unlimited employee discounts at Accor properties + Friends & Family rates (5,000+ hotels worldwide)*
• Complimentary food & beverage on property

As Fairmont Gold Manager, you will curate exceptional guest experiences on Fairmont Orchid's exclusive 45-room luxury guest floor. You will lead and elevate personalized moments through a dedicated Concierge team while delivering the highest level of personalized service with indulgent Fairmont Gold amenities and locally inspired culinary offerings. From private check-in to the refined food & beverage service of the Fairmont Gold Lounge, you will ensure seamless experiences that exceed guest expectations in an elevated luxury environment.

Embodying Fairmont's "Make Special Happen" approach, your dynamic personality paired with strong business acumen will serve as an ambassador of luxury, responsible for upholding exceptional service standards while driving operational excellence and profitability within a positive, innovative work environment.

• Ensures that all Fairmont Gold Standard Operating Policies and Procedures are adhered.
• Ensures the budget revenue are generated for Fairmont Gold within the budgeted associated expenses. Work with the Director of Revenue, Director of Reservation, Director of Sales and Front Office Management to ensure strategies are in place to maximize Fairmont Gold revenue opportunities.
• Track and forecast daily, weekly and monthly Fairmont Gold occupancy levels while scheduling and planning the department accordingly
• Provide exceptional Concierge information to our guests about local and area attractions, restaurants, special events, tickets, confirmations and other available services.
• Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty. Handle and resolve guests' complaints, including follow up in a timely manner.
• Provide service that consistently exceeds our internal and external guest expectations
• Strong and effective communication with all other departments. Supervise all contributing colleagues and departments who provide service to Fairmont Gold to ensure that Fairmont Gold service standards are provided.
• Support the execution of pre-arrival communications and preparations, front desk and concierge services, and lounge operational support as needed in accordance with standards of performance
• Facilitate the training and development of the Fairmont Gold Team. Participate in the training and communication process of all colleagues providing service to Fairmont Gold.
• Ensure colleagues have the tools that they need to work successfully, provide timely reviews of their performance, manage labour hours, and organize paid time off as requested.
• Participate in the recruitment and training of new Supervisors and Lounge Servers
• Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through…