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Rooms Communications Manager
Hotel Overview: Be a part of the historic castle on the park,The Plaza, A Fairmont Managed hotel, a timeless landmark capturing memoriessince 1907. Located in the heart of midtown, The Plaza now features 282 luxuryhotel rooms and suites, the elegant Champagne Bar and stylish Rose Club, aswell as the legendary Palm Court, New York City's premier destination forafternoon tea. The Plaza offers the Five Diamond standard of excellence andsophistication while offering an authentically local and unrivalled experiencefor our guest.
Summary of Responsibilities:
Reporting to the Director of Front Office,responsibilities and essential job functions include but are not limited to thefollowing:
Directly oversee 9-12 Colleagues; responsiblefor recruitment, scheduling, coaching, discipline, and recognition for theentire Royal Service Team
Responsible for weeklypayroll of all Royal Service colleagues and entire Front Office Division in theabsence of Director of Front Office
Communicateand analyze guest feedback results and take appropriate action to constantlyimprove guest satisfaction
Provides managerialsupport for Reception, Royal Service and Guest Services in the dailyoperational duties for these areas
Sole controller of thehotel's room inventory; understanding arrival patterns, guest tendencies anddriving satisfaction scores by ensuring each guest is in the correct room withall preferences met
Expert Royal ServiceManager user; understanding how to analyze reports to track service challengesand inconsistencies
Expert Opera Property Management System user
Facilitate thecommunication strategy within the hotel; driving positive communication betweenguests and colleagues
Responsible for blocking the 282 guest rooms,ensuring the right guest is assigned to the right room to ensure we meet our ReputationPerformance goals and room revenue budgets
Communicate through pre-shift logs, emails anddepartmental meetings all pertinent information for the respective shift andareas of operation
Allocating the best room for guests bytouching every reservation, reviewing comments, requests, history, guest typeand party-with reservations
Have a complete knowledge of all our guestrooms
Have a complete knowledge of group businessthrough group masters and blocks
Foresee and communicate upcoming challengeswith inventory
Work closely with Reservations Manager, SalesManagers to ensure accurate allocation of rooms
Attend daily operational morningmeetings
Attend weekly Group Resume meeting and handlegroup room requests
Knowledge of maintenance rooms and ability towork with the Housekeeping and Engineering team to ensure rooms are placedout of order based on occupancy levels in order to maximize revenue.
Be the leading example for FO and housekeepingcommunication
Understand and become an expert in thehousekeeping department in order to ensure both departments work togetherefficiently
Work with the HSK to coordinate room assignments,blocking and traces
Work with housekeeping to ensure the strategicassignment of VIP rooms
Communicate and prioritize rooms on queue forFO an HSKP (relay information to the Manager on duty and Guest Relations teamso that they can better serve our guests)
Ensure room changes and Fairmont President'sClub member arrivals are carried out smoothly
Manage Nor 1/e Standby Q upgrades
All other duties as assigned
Previous 2 years Management experience in Front Office and/or Housekeeping
Previous PMS experience and strong Opera skills required
Computer literate in Microsoft Window applications required
University/College degree in a related discipline an asset
Must possess a professional presentation
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to work well under pressure in a fast paced environment
Ability to work cohesively with fellow colleagues as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Japanese and/or Mandarin speakings skills
Visa Requirements: Must be legally eligible to work in the United States
APPLY TODAY: Whether you're launching your career or seeking meaningful employment, we invite you to visit to learn more about Fairmont Hotels & Resorts and the extraordinary opportunities that exist!
ABOUT FAIRMONT HOTELS & RESORTS
At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That's why you'll find exceptional work opportunities throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific as well as industry-leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.
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