تفاصيل الوظيفة
Company Description Fairmont Dallas, located in the Arts District of downtown Dallas, offers 545 elegant guestrooms and suites, with over 73,000 square feet of flexible meeting space. For over 50 years, Fairmont Dallas has been the setting for countless civic, social cultural, convention and corporate events, setting the stage for countless memories. Job Description Essential Job Functions
- Ensure full compliance with all departmental policies, procedures, and service standards.
- Operate and maintain equipment correctly, using it only as intended.
- Anticipate and promptly address guest needs while maintaining a professional demeanor at all times.
- Foster positive guest relations and resolve complaints to ensure satisfaction.
- Maintain cleanliness, organization, and sanitation in assigned areas.
- Stay informed about:
- Daily activities, in-house groups, and hotel services.
- Special guest requests and operational details such as extension and radio numbers.
- Hotel outlet hours, features, and amenities.
- Develop and manage weekly staff schedules based on business demands.
- Ensure adequate switchboard coverage at all times.
- Record and address colleague attendance issues and maintain accurate records.
- Communicate daily business updates, including arrivals, departures, and guest requests, to the team.
- Train, monitor, and support staff to ensure consistent delivery of high-quality service.
- Respond to calls promptly and professionally, using proper telephone etiquette.
- Oversee accuracy in guest request logs and billing for telephone charges.
- Coordinate meeting room telecommunication needs, including equipment setup.
- Maintain organized workstations and ensure resource availability.
- Document and escalate guest complaints, monitor resolution progress, and follow up to confirm satisfaction.
- Act as a communication hub during emergencies, following hotel protocols.
- Conduct new hire and ongoing staff training to ensure high performance and compliance.
- Manage supply requisitions and coordinate necessary equipment repairs.
- Ensure proper documentation and communication of all relevant operational information.
- Process guest fax requests and monitor facsimile operations.
- Assist with managing telephone system maintenance and liaise with service providers.
- Support the manager in coordinating telephone company work orders as needed.
- Previous supervisory experience in a similar role.
- Fluency in a second language, with a preference for Spanish.
- Strong ability to engage in suggestive selling.
- Proficiency in using property management systems and computers for inputting and accessing information.
- Prior guest relations training or experience.
- Ability to transport telephones and cables weighing 10–25 pounds across the hotel.
- Capacity to perform various physical movements within work areas.
- Ability to reach distances of 1–2 feet as needed.
- Maintain a stationary position for 6–8 hours during work shifts.
- Communicate effectively with guests, management, and colleagues to ensure mutual understanding.
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