Fairmont Gold Manager

Company DescriptionJoin a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.Job DescriptionWe are seeking an experienced and customer-focused Fairmont Gold Manager to join our prestigious luxury hotel in Cairo, Egypt. In this pivotal leadership role, you will oversee all aspects of the Fairmont Gold experience, ensuring exceptional service delivery while maintaining the highest standards of hospitality. You will lead a dedicated team, manage guest relations, and drive operational excellence across all Fairmont Gold services and amenities. This position offers the opportunity to make a meaningful impact on guest satisfaction while fostering a collaborative and supportive work environment.Manage all aspects of Fairmont Gold operations in accordance with Fairmont hotel standards and service proceduresDirect and implement a service and leadership philosophy that guides staff and ensures consistent excellenceAnticipate guest needs, respond promptly to inquiries, and maintain positive guest relations at all timesMonitor and maintain cleanliness, sanitation, and organization of all Fairmont Gold work areasMaintain comprehensive knowledge of hotel features, services, room types, rates, packages, promotions, and daily occupancy levelsTrack and forecast daily, weekly, and monthly Fairmont Gold occupancy levels and adjust departmental planning accordinglyReview daily business levels, anticipate critical situations, and develop effective solutions to expedite operationsPrepare weekly work schedules in accordance with staffing guidelines and labor forecasts; adjust schedules to meet business demandsEnsure staff attendance and document any late or absent employeesConduct pre-shift meetings with staff to review pertinent business information and daily prioritiesInspect staff grooming and attire; address any deficiencies professionally and supportivelyConstantly monitor staff performance and provide constructive feedback to rectify any service deficienciesMonitor check-in and check-out processes; assist where necessary to alleviate pressure and process guests expedientlyMonitor communication logs and ensure guest requests are followed up within 15-20 minutesScreen, interview, and facilitate the hiring of Fairmont Gold team membersConduct comprehensive training programs for new hires and ongoing development for existing staffProvide performance feedback and handle disciplinary matters according to hotel standardsContact newly registered VIP guests within 15 minutes of check-in to establish satisfaction and resolve any concernsEnsure security of guest room access and maintain awareness of undesirable persons on premisesMonitor and ensure all cashiering procedures comply with accounting policies, including bank reconciliation, shortages/overages, late charges, and payment processingWork with the Executive Chef to determine Fairmont Gold Lounge menu, food costs, ordering, and presentationProvide direction and guidance to Fairmont Gold Supervisors to maintain service and food quality standardsAssist guests with reports of lost or stolen articles following hotel policyAdhere to hotel requirements for guest and colleague accidents, injuries, and emergency situationsCoordinate with Housekeeping management to ensure accurate room status and readiness for check-inReview arrival reports, VIP pre-registration, and special requests for accuracy and completenessReview credit check reports and follow up on accounts beyond approved credit limitsCoordinate delivery of in-room amenities to ensure timely serviceReview late checkout requests and communicate approvals to HousekeepingMonitor out-of-order rooms and coordinate with respective departments for resolutionComplete nightly rate checks and maintain awareness of discrepant roomsConduct monthly departmental meetings and attend designated organizational meetingsComplete departmental filing and maintain detailed records of attendance and performance conversationsConduct performance reviews in a timely mannerFoster a cooperative working climate that maximizes productivity and colleague moraleComplete work orders for maintenance repairs and contact Engineering for urgent issuesDocument pertinent information in department logs and complete all closing dutiesPerform additional duties as assigned by managementQualificationsBachelor's degree, preferably in Hospitality Management or related fieldMinimum two years of leadership experience in Concierge or Front Office operations in a luxury hotel environmentCertification in an alcohol awareness program (TABC)Food Handling certificationPrevious training and certification in liquor, wine, food service, and sanitation proceduresFluency in English, both verbal and writtenProficiency in basic arithmetic and financial calculationsProven ability to balance guest service, colleague satisfaction, and profitability objectivesDemonstrated ability to suggestively sell services and amenitiesStrong guest relations training background and experienceExceptional leadership and team management skillsAdvanced problem-solving and conflict resolution abilitiesProficiency with hotel property management systems (PMS) and Microsoft Office applicationsExcellent communication and interpersonal skillsStrong organizational and time management abilitiesAbility to work flexible shifts, including evenings, weekends, and holidays as requiredDemonstrated crisis management and decision-making capabilities under pressureCultural awareness and sensitivity in a diverse, international environmentMeticulous attention to detail in documentation and record-keepingAbility to train, mentor, and develop team members effectivelyStrong analytical skills with the ability to interpret data and trendsResilience and adaptability in a fast-paced hospitality environment