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Job Overview
Employment Type
Full-time
Hourly
Compensation
Hourly
Exact $22.51
Work Schedule
Flexible
Benefits
Employee benefit card
Learning programs
Corporate social responsibility activities
Career development opportunities
competitive hourly wage
Health Insurance
Paid Time Off
Job Description
Fairmont Grand Del Mar is a luxury resort nestled in the scenic beauty of San Diego, offering guests an unparalleled experience that combines natural charm with exquisite amenities. The resort features 249 elegantly appointed guestrooms and suites, an 18-hole private Tom Fazio-designed golf course, a five-star spa, and six unique dining venues, including San Diego's only three-Michelin starred restaurant, Addison. Spanning 400 acres of picturesque canyon scenery, the resort provides guests with opportunities to engage in a variety of outdoor activities such as yoga, meditation, and archery. Known for its commitment to growth and advancement, Fairmont Grand Del Mar encourages... Show More
Job Requirements
- High school diploma or equivalent
- Previous experience in hospitality or guest services preferred
- Ability to work varying schedules including weekends and holidays
- Excellent communication skills
- Must be punctual and adhere to grooming standards
- Ability to stand, walk and sit frequently during shifts
- Must follow safety and security protocols
- Must be physically capable of occasional kneeling, pushing, pulling, lifting, and ascending or descending stairs and ramps
- Must demonstrate emotional intelligence and patience
Job Qualifications
- Excellent work organization and problem-solving skills
- Positive, outgoing and professional attitude
- Previous leadership experience in guest relations preferred
- Previous property management system experience required
- Computer literacy in Microsoft Windows applications
- University or college degree in related discipline is an asset
- Professional presentation
- Strong interpersonal and problem-solving abilities
- Highly responsible and reliable
- Ability to work well under pressure
- Ability to work cohesively as part of a team
- Ability to remain calm and courteous while focusing on guest needs
Job Duties
- Consistently offer professional, friendly and engaging service
- Handle guest concerns and react quickly, logging and notifying proper areas/departments
- Establish and maintain an effective communication process with all departments, particularly Front Office, Housekeeping, Food & Beverage, and Engineering
- Respond to all emails in the Concierge inbox and personal inbox in a timely and professional manner adhering to Forbes standards
- Monitor and respond to guest Kipsu text messages within three minutes
- Respond to all incoming calls using proper telephone etiquette
- Properly log and detail all guest bookings in ALICE and provide printed itineraries upon arrival
- Complete billing procedures daily to ensure revenue is posted for third-party vendors
- Prioritize guest attention and actively engage guests demonstrating Fairmont Brand Standards
- Follow front office service essentials to ensure guest satisfaction
- Foster and maintain professional relationships with third-party vendors
- Offer appropriate alternatives instead of saying no to guest requests unless illegal, immoral, or unsafe
- Maintain thorough knowledge of hotel offerings including hours, locations, menus, amenities
- Maintain thorough knowledge of San Diego area including attractions, dining options, local events
- Anticipate guest needs and provide thoughtful suggestions
- Explain in detail all activities Fairmont Grand Del Mar offers
- Provide guests with suggestions and recommendations enhancing service
- Highlight guest preferences to all relevant departments for seamless service
- Exceed customer expectations turning moments into memories
- Uphold commitment to Fairmont's values of respect, integrity, teamwork, empowerment
- Arrive on time, in proper uniform, prepared and groomed per hotel standards
- Follow all Fairmont, FH&R and Forbes standards when interacting with guests
- Use superior guest service skills, professional presentation, and communication
- Stay informed of hotel outlets and operating hours and communicate changes to guests
- Be fully aware of all hotel activities including times and dates
- Provide clear, concise information communicating with empathy
- Possess superior organization skills
- Seek duties during slow periods to maximize efficiency
- Work independently
- Promote safety and security by following hotel protocols
- Report suspicious persons, packages, vehicles, luggage to Security
- Report all accidents and injuries to Security
- Attend all required trainings and sign training forms
- Maintain regular attendance and adhere to schedule changes as required by business needs
- Support environmental initiatives
- Handle guest billing promptly
- Perform additional responsibilities as assigned by Director of Guest Experience
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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