Guest Services Manager

Situated atop the scenic bluffs overlooking Santa Monica Beach, Fairmont Miramar Hotel & Bungalows is just a stone’s throw away from some of Southern California’s best attractions including Santa Monica Pier and its historic carousel as well as Third Street Promenade — famous for its fine restaurants, live entertainment, movie theatres, shopping, local artists’ scene and a weekly farmer’s market.

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities
• Career development opportunities with national and international promotion opportunities. The sky is your limit
• Salary Range: $75,000-$80,000 USD Gross per annum

Reporting to the Director of Front Office, the Guest Services Manager is responsible for overseeing all Guest Experience functions, including managing Guest Service & Guest Relations Agents, Concierge, and VIP services. This role ensures the highest levels of hospitality and service by managing guest interactions, addressing inquiries, and resolving service issues promptly. Responsibilities and essential job functions include but are not limited to the following:

• Coach and lead by example in an effort to drive and improve performance continually to deliver luxury guest services and financial profitability.
• Monitor and develop your team’s performance to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward
• Maintain employee morale and create programs to reward and maintain engagement.
• Administer all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives,
• Coordinate the special attention of VIP guests, celebrations and high-profile stays with the VIP Exec Manager.
• Track and analyze guest feedback and issue reports from multiple sources (Tripadvisor, Guest Alerts, Glitch Log, Revinate,) to identify trends and implement corrective actions.
• Review guest satisfaction survey results with employees highlight successes and areas for improvement.

• Minimum of 2 years of previous Guest Service/Front Desk management experience in a luxury hotel setting preferred. Previous experience in a similar role preferred!
• Ability to work well under pressure in a fast-paced environment
• Must be flexible with schedule- ability to work weekdays, weekends, holidays, evening and overnight shifts
• High level of integrity, enthusiasm, dedication, support for continuous improvement.
• Flexible management style to meet the challenges of a changing work environment.
• Good knowledge of Front Office Operations including Opera.
• https://careers.accor.com/global/en/job/guest-services-manager-in-fairmont-miramar-hotel-and-bungalows-santa-monica–jid-74245