Fairmont Gold Supervisor

Specific Roles and Responsibilities That Create the Essential Toronto Experience: • Actively participate in guest recognition initiatives; proactively seeking to understand guest preferences in order to execute high levels of personalized service at all times. • Support the execution of pre-arrival preparations, front desk and concierge services, and lounge operational support as needed in accordance with standards of performance. • Act as a personal liaison for all guests, taking personal ownership of their requests and following up accordingly • Assist with executing room reservation related processes inclusive of handling, creating, amending, confirming and cancelling reservations in accordance with room reservation standards of performance. • Execute all cashiering processes, inclusive of posting charges to accounts in the Opera PMS. Balances daily cash float and processes approved method of payments in accordance with established procedures, dropping funds received into designated vault in adherence with cashiering policies, reporting any overages/shortages at shift end. • Support with the execution of all food & beverage processes as needed, adhering to applicable standards of performance and sanitation codes. • Work cohesively in collaboration with the Concierge, Royal Service, Room Reservations, Guest Reception, Housekeeping, In Room Dining, and Guest Services teams to ensure a smooth and opportunity free experience for all guests. • Take personal ownership of Fairmont Gold Guest Floors: conduct personal reviews of public areas and back of house areas including Guest Reception, Lounge, Elevator Foyers and Guest Corridors to ensure they are in a clean, organized, and in compliance with established standards, initiating and coordinating any corrective action immediately. • Ensure a warm and genuine service experience from arrival to departure for all patrons and guests, personally welcoming and engaging residents as appropriate. • Clearly demonstrate to guests and colleagues a commitment to service excellence through the elective implementation and delivery of FHR Brand Standards, Hotel/Departmental Service Essentials including LQA Standards at all times. • Coordinate guest requests with hotel approved vendors in accordance with departmental standards, including, but not limited to: room accommodations, airline reservations, transportation services including limousine/bus/train, car rentals, charter flights/rentals, babysitting services, banking/financial services, business centre services including scanning/fax/copy, mailing, delivery and messenger services, nightlife activities, shopping, sightseeing tours, etc. • Maintain complete knowledge of: all Hotel features/services, hours of operation, all Hotel food and beverage concepts including menu price range, dress code/ambiance, guest room accommodations, layout, amenities, packages and promotions, daily house statistics including VIP guests, scheduled significant events, area events/attractions and holiday schedules. • Assist in the administration of package/parcel handling/control processes including the monitoring, processing and distribution of guest mail. • Ensure that the Fairmont Gold Lounge is attended at all times during operating hours. • Promote the safety and security of hotel patrons/guests and premises by ensuring private information remains confidential, luggage is held/stored securely at all times, as well that access is only provided to floors/rooms to authorized individuals. • Confer recognition of guests by gathering preference information and developing personal knowledge thereof, encouraging feedback and assisting with any special requests guests may have, disseminating pertinent information to necessary departments, and documenting information ascertained in guest profile. • Execute pre-arrival report review; ensuring profiles are updated to current data entry standards, identifying key guests to initiate preparations to confer recognition. • Participate in the daily shift briefing process for incoming colleagues and handle de-brief between shifts, ensuring all colleagues on shift are familiar with VIP residents in-house/arriving/departing, any significant events on property, and any other pertinent information. • Monitor room inventory and daily house cleaning status taking corrective action as necessary in coordination with Rooms Division and Room Reservations/Revenue Management. • Manage projects and perform any other reasonable duties as required by Fairmont Gold Management. • Occasionally assist the Lobby Concierge department in servicing guests during high volume periods as needed. • Assist in the oversight and direction of Fairmont Gold Lounge Attendants. • Strict adherence and knowledge of Accor’s ALLSAFE program