Fairmont Gold; Executive​/VIP Lounge) Supervisor

• Full-time
• Job-Category:
  Food & Beverage
• Job Type: Permanent
• Job Schedule:
  
  Full-Time

Accor is a global hospitality leader with more than 45 brands and over 5,700 hotels worldwide, recognized for pioneering service, innovation, and a culture centered on people and meaningful guest experiences . Its portfolio spans luxury to economy, including iconic brands such as Fairmont, Sofitel, Raffles, Novotel, and ibis, serving travelers across more than 110 countries . Fairmont Dallas, part of Accor’s luxury portfolio, is an iconic hotel located in the heart of the Dallas Arts District.

The property features 545 elegantly appointed guest rooms and suites, with over 73,000 square feet of flexible meeting space. Its prime location places guests' steps from world‑class dining, shopping, museums, entertainment venues, and the Central Business District, making it one of the city’s premier destinations for both business and leisure travelers.

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Responsible for all aspects of Guest Service in the daily operation of the Fairmont Gold Department, ensuring the highest levels of Guest Satisfaction at all times.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Provides exceptional Concierge information to our guests about local and area attractions, restaurants, theaters, special events, tickets, confirmations and other available services.
• Maintain complete knowledge at all times of:
• all hotel features/services, hours of operation.
• all room types, numbers, layout, decor, appointments and location.
• all room rates, special packages and promotions.
• daily house count and expected arrivals/departures.
• room availability status for any given day.
• scheduled in-house group activities, locations and times and group resumes.
• all hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Assist with duties, as needed and ensure duties have been completed.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Develops and maintains strong guest relationships to ensure Fairmont Gold loyalty. Handle daily Fairmont Gold Comments. Manage the Fairmont Gold Guest History system and ensure Guest information is updated.
• Participate in the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within 15- 20 minutes.
• Develops & maintains contacts with business partners, concessionaires, local community and counterparts of Fairmont Gold throughout Fairmont Hotels & Resorts.
• Monitor guest mail and ensure that it is processed according to procedures.
• Interact appropriately with guests, ensuring prompt and courteous service; resolve any concerns or complaints.
• Perform job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with fellow staff members to ensure…