Duty Manager / Guest Relations Manager

Company Description

Company Description

Fairmont Hotels and Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, with 34 more in preparation, in 30 countries around the world, stretching from the beaches of Hawaii to the preserved national parks of Canada, through the heart of London and the deserts of the United Arab Emirates.

Hotel Presentation: 

Fairmont Le Montreux Palace :

Located on the shores of Lake Geneva and facing the magnificent view of the Alps, the Fairmont Le Montreux Palace hotel is a distinguished hotel establishment, a member of the Accor group, of the Fairmont brand and affiliated with Swiss Deluxe Hotels. Possessing an incomparable worldwide reputation characterized by 236 luxurious rooms and suites and one of the most refined gastronomic experiences, the Fairmont Le Montreux Palace hotel is truly an enchanting place. Its six restaurants and bars offer a wide choice of delights that will satisfy the most demanding palates. The Montreux Jazz Café is the must-visit to feel the rhythm of the Festival 365 days a year in the magical setting of the Fairmont Le Montreux Palace, the Lemantine by Alan Geaam, the cuisine of the starred Franco-Lebanese chef who signs the menu of our new ephemeral restaurant for the summer season, and the Funky Claude’s Bar is the undisputed place to land late into the night to enjoy an incredible lineup of traditional and exclusive cocktails to the rhythm of the best live scene in town. Fairmont Le Montreux Palace also specializes in hosting congresses, meetings, and seminars. The Fairmont Spa is a 2000 m² wellness space dedicated to fitness, relaxation, and beauty.

Job Description

Duty Manager/ Guest Relations Manager – Permanent Contract - M/F

At Fairmont Le Montreux Palace, we believe that true luxury lies in the details, and that warm and personalized service can make all the difference. As a Duty Manager, you will be the ambassador of our hotel, ensuring that every interaction is an opportunity to create unforgettable and unique moments for our guests.

You will ensure attentive and efficient reception from the guests' arrival, being available throughout their stay and ensuring that every departure is on a positive note. Your mission will be to make our guests feel warmly welcomed, valued at every moment, and supported throughout their stay. By turning simple moments into unforgettable memories, you will help make every visit a unique and special experience.

If you have a sense of excellence, a talent for hospitality, and the desire to provide our guests with exceptional stays, we would be delighted to welcome you to our team!

Summary of Responsibilities:

Reporting to the Front Office Manager, the essential responsibilities and functions of the position include, but are not limited to:

• Consistently provide professional, friendly, and engaging service
• Welcome guests and respond to their requests
• Manage guest issues and react quickly, record and notify the appropriate departments
• Be the point of contact in the absence of management
• Ensure impeccable preparation of VIP rooms by controlling technical aspects, monitoring amenities, and fulfilling personalized requests
• Announce VIP arrivals internally   
• Supervise the smooth operation of the establishment and be the contact point in case of a problem with a guest or emergency at the hotel
• Assist guests regarding hotel facilities in an informative and helpful manner           
• Cover evening and weekend Duty shifts according to the schedule
• Create and manage the Duty schedule
• Communicate situations that occurred with guests and colleagues as well as actions taken
• Check premises (front, back, and exterior) and address cleanliness, lighting, music, security, grooming, standards
• Represent and manage the All loyalty program
• Continuously update profile notes & profile +
• Lead and manage all areas of guest relations and ensure service standards are met
• Know how to manage the telephone switchboard and emergency center
• Manage and control tasks related to front office and lodge
• Manage situations with colleagues (attitude, grooming, conflict)
• Participate in the training of Front Office and Concierge staff
• Have completed first aid training
• Set an example and apply LQA technical and emotional standards
• Commit to the quality of your service, discretion, and perfect honesty
• Maintain a professional attitude, be smiling, and keep calm at all times
• Ensure cleanliness and maintenance of all work areas, utensils, and equipment
• Respect ergonomic work standards in health & safety rules, hygiene, and sanitary prescriptions
• Respect department and company policies, procedures, and service standards
• Any other tasks as assigned

Qualifications

Qualifications:

• A university/hotel degree in a related discipline
• Previous experience of two years in guest reception
• Two years of experience in a supervisory position
• Experience in a 4* or 5* establishment
• Fluency in French and English
• Good knowledge of a third language such as Arabic, German, Mandarin, or Russian is an asset
• Proficiency in computer software
• Valid driving license in Switzerland
• Sense of hospitality and sales
• Knowledge of payment techniques (currencies, credit cards, checks...)
• Rigor and organization
• Availability in the evenings and weekends
• Flexibility and availability in schedules
• Excellent problem-solving skills

Physical Aspect of the Position:

The physical implications of the position include, but are not limited to:     

• Constant: standing and walking throughout the work period
• Occasional: lifting and carrying loads
• Occasional: kneeling, pushing, pulling, lifting
• Occasional: climbing up or down stairs and ramps

Additional Information

VISA REQUIREMENTS

To work in Switzerland, the candidate must possess a Swiss work permit or be from an EU-17 or EU-8 European country.

Please note that only applications sent through our recruitment site  https://careers.accor.com/fr/fr  will be considered.

BENEFITS

• Housing possibility depending on availability
• 1 meal per working day (benefit in kind)
• Discounts in various local businesses
• Preferential rates within the Accor Group, at our points of sale and in the Swiss Deluxe Hotels portfolio
• Join us and discover all our other benefits…

Additional Information

Our Values

Respect:
We value the needs, ideas, and individuality of others. We treat everyone with fairness and dignity. 

Belonging:
We celebrate our differences. We support each other and are always united.​

Integrity: 
We build trust through mutual respect and authenticity.​

Empowerment:
We have the power to take initiative and anticipate moments that create unforgettable experiences. ​

Excellence:
We build authentic connections and cherish every opportunity to make those around us feel special.​

Diversity and Inclusion

Fairmont is committed to creating an inclusive environment where diverse talents thrive. We welcome candidates from all backgrounds to join our team.

Employee Benefits:
Join our team and enjoy a range of exclusive benefits for your colleagues, including free upgrades, extended stays, discounted stays at Fairmont and Raffles properties, special discounts on dining and wellness, as well as additional luxuries to enhance your experience. We believe it is important to take care of our team, ensuring that your hard work is rewarded with exceptional benefits.