Company description

Join 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 description

We 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.

Responsibilities include:

• Manage all aspects of Fairmont Gold operations in accordance with Fairmont hotel standards and service procedures
• Direct and implement a service and leadership philosophy that guides staff and ensures consistent excellence
• Anticipate guest needs, respond promptly to inquiries, and maintain positive guest relations at all times
• Monitor and maintain cleanliness, sanitation, and organization of all Fairmont Gold work areas
• Maintain comprehensive knowledge of hotel features, services, room types, rates, packages, promotions, and daily occupancy levels
• Track and forecast daily, weekly, and monthly Fairmont Gold occupancy levels and adjust departmental planning accordingly
• Review daily business levels, anticipate critical situations, and develop effective solutions to expedite operations
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts; adjust schedules to meet business demands
• Ensure staff attendance and document any late or absent employees
• Conduct pre-shift meetings with staff to review pertinent business information and daily priorities
• Inspect staff grooming and attire; address any deficiencies professionally and supportively
• Constantly monitor staff performance and provide constructive feedback to rectify any service deficiencies
• Monitor check-in and check-out processes; assist where necessary to alleviate pressure and process guests expediently
• Monitor communication logs and ensure guest requests are followed up within 15-20 minutes
• Screen, interview, and facilitate the hiring of Fairmont Gold team members
• Conduct comprehensive training programs for new hires and ongoing development for existing staff
• Provide performance feedback and handle disciplinary matters according to hotel standards
• Contact newly registered VIP guests within 15 minutes of check-in to establish satisfaction and resolve any concerns
• Ensure security of guest room access and maintain awareness of undesirable persons on premises
• Monitor and ensure all cashiering procedures comply with accounting policies, including bank reconciliation, shortages/overages, late charges, and payment processing
• Work with the Executive Chef to determine Fairmont Gold Lounge menu, food costs, ordering, and presentation
• Provide direction and guidance to Fairmont Gold Supervisors to maintain service and food quality standards
• Assist guests with reports of lost or stolen articles following hotel policy
• Adhere to hotel requirements for guest and colleague accidents, injuries, and emergency situations
• Coordinate with Housekeeping management to ensure accurate room status and readiness for check-in
• Review arrival reports, VIP pre-registration, and special requests for accuracy and completeness
• Review credit check reports and follow up on accounts beyond approved credit limits
• Coordinate delivery of in-room amenities to ensure timely service
• Review late checkout requests and communicate approvals to Housekeeping
• Monitor out-of-order rooms and coordinate with respective departments for resolution
• Complete nightly rate checks and maintain awareness of discrepant rooms
• Conduct monthly departmental meetings and attend designated organizational meetings
• Complete departmental filing and maintain detailed records of attendance and performance conversations
• Conduct performance reviews in a timely manner
• Foster a cooperative working climate that maximizes productivity and colleague morale
• Complete work orders for maintenance repairs and contact Engineering for urgent issues
• Document pertinent information in department logs and complete all closing duties
• Perform additional duties as assigned by management

Qualifications

• Bachelor's degree, preferably in hospitality management or related field
• Minimum two years of leadership experience in concierge or front office operations in a luxury hotel environment
• Certification in an alcohol awareness program (TABC)
• Food handling certification
• Previous training and certification in liquor, wine, food service, and sanitation procedures
• Fluency in English, both verbal and written
• Proficiency in basic arithmetic and financial calculations
• Proven ability to balance guest service, colleague satisfaction, and profitability objectives
• Demonstrated ability to suggestively sell services and amenities
• Strong guest relations training background and experience
• Exceptional leadership and team management skills
• Advanced problem-solving and conflict resolution abilities
• Proficiency with hotel property management systems (PMS) and Microsoft Office applications
• Excellent communication and interpersonal skills
• Strong organizational and time management abilities
• Ability to work flexible shifts, including evenings, weekends, and holidays as required
• Demonstrated crisis management and decision-making capabilities under pressure
• Cultural awareness and sensitivity in a diverse, international environment
• Meticulous attention to detail in documentation and record-keeping
• Ability to train, mentor, and develop team members effectively
• Strong analytical skills with the ability to interpret data and trends
• Resilience and adaptability in a fast-paced hospitality environment