Guest Relations Manager

Overview

Fairmont Breakers is a luxury hotel property in Long Beach offering 185 boutique rooms and suites, a rooftop pool and terrace, an open-air rooftop lounge, a two-story spa and wellness center, dining venues and bars, including a live jazz club, and 10,000 square feet of indoor and outdoor function space.

Located in Long Beach’s skyline, Fairmont Breakers aims to delight guests with artful surroundings and innovative offerings from our culinary team.

• Consistently offer professional, friendly and engaging service
• Handle guest concerns and react quickly, logging and notifying proper areas and making decisions regarding proper next steps
• Assist with the monthly departmental meetings
• Balance operational, administrative and Colleague needs
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Follow all safety policies
• Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment
• Deliver a seamless guest experience from pre-arrival through departure, ensuring personalized service and attention to detail at every touchpoint
• Oversee check-in/check-out processes, room readiness, and guest preferences, including VIP handling and special setups
• Act as first point of contact for concierge-related services, arranging dining, spa, and activity itineraries when needed
• Collaborate with Food & Beverage, Sales & Marketing, and Rooms Operations to ensure timely amenities and support promotional initiatives
• Respond promptly to guest inquiries and complaints, ensuring effective resolution and follow-up, including personalized recovery communications
• Monitor guest feedback and service trends to implement improvements
• Lead and mentor teams, fostering engagement through training, coaching, and recognition programs
• Support MOD shift coverage as needed. You are familiar with all policies and procedures relating to the Front Desk and Guest Services providing hands-on support as needed
• Ensure compliance with LQA, Forbes, and brand standards through audits and corrective actions
• Collaborate with Revenue Management to align guest experience initiatives with business goals
• Represent Rooms Division in leadership forums and champion luxury service culture across departments
• Manage budgets and prepare monthly reports on guest satisfaction and recovery metrics
• Assist guests with transportation and experience bookings as well as knowledge of the local area
• Additional duties as assigned

• 3+ Years of previous supervisory experience required, preferably in luxury setting
• Previous Opera Cloud Property Management System experience preferred
• Previous experience in handling guest or client experience preferred
• Computer literate in Microsoft Office applications required
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Results oriented with the ability to adapt to the challenges of a continually evolving workforce, while remaining flexible and working under pressure
• 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
• Previously demonstrated leadership skills supporting an environment of colleague growth and development, interdepartmental teamwork and exceptional customer service
• Ability to contribute to making gains towards targeted GSI, GOP, and EEI results
• Must be a creative and effective leader and team player, possessing a high degree of professionalism, energy, and determination
• Ability to analyze data and trends and create strategies for improvement

• Salary range: USD $78,700–$80,450 gross per annum
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full…