Job Details

Company Description

Breathe deeply, dream wildly, and discover a soulful sanctuary where finding yourself comes naturally. Magic sits around every corner and within every conversation. It enchants through the charm of Los Penasquitos Canyon and the sunshine of San Diego. It's where classic meets cool, the fine unwinds into fun and inspiration leads to immersion.

Bask in the San Diego sunshine and enjoy our five-star setting at Fairmont Grand Del Mar. Immersed in nature, the resort hosts 249 elegantly appointed guestrooms and suites, an 18-hole private Tom Fazio-designed golf course, a five-star spa, and offers two dozen weekly outdoor activities across 400 acres of dramatic canyon scenery including yoga, meditation, and archery. The Grand includes six different dining venues, including San Diego's only three-Michelin-starred restaurant, Addison.

Growth and advancement are not only accessible but actively encouraged. We promote a balanced life for our colleagues and continually seek new ways to enhance our environment and support our beautiful home of San Diego.

Job Description

Rate of pay: 21.22/hour USD

Responsibilities: The Royal Service department is the communication hub of the resort. The expectations of this role are to offer friendly, timely, and service-oriented responses to any requests. We are committed to problem-solving, ownership, guest satisfaction, and teamwork, living our mission of turning moments into memories for our guests.

• Consistently offer professional, friendly, and engaging service.
• Have complete knowledge of the hotel's emergency procedures.
• Handle guest concerns promptly, logging and notifying appropriate departments.
• Establish effective communication with all departments, especially Front Office, Housekeeping, and Engineering.
• Respond to all incoming calls according to standards, transferring to relevant departments.
• Respond to emails in the general inbox professionally and promptly.
• Monitor and respond to guest Kipsu text messages within the Forbes standard time frame (3 mins).
• Manage switchboard calls, ensuring they are business-related.
• Provide wakeup call services as per standards.
• Maintain radio communication standards, ensuring equipment is functional and reporting issues.
• Prioritize guest attention during engagements and demonstrate the Fairmont Brand Standards.
• Follow service essentials for the front office to ensure guest satisfaction.
• Explain hotel activities and offerings in detail, providing suggestions and recommendations.
• Highlight guest preferences to ensure seamless service.
• Exceed customer expectations and create memorable experiences.
• Uphold Fairmont's values of respect, integrity, teamwork, and empowerment.
• Arrive on time, in uniform, prepared, and groomed according to standards.
• Adhere to all F&H and Forbes standards during guest interactions.
• Demonstrate excellent guest service skills and professional communication.
• Be aware of hotel outlets, hours, and activities, conveying this information clearly to guests.
• Work independently, actively seek duties, and maintain a safe working environment.
• Report safety concerns, suspicious persons, and incidents to Security.
• Promote safety and security, ensuring confidentiality and proper handling of guest information and keys.
• Attend all required training and meetings, maintaining regular attendance.
• Support environmental initiatives and be flexible to perform other duties as assigned based on business needs.

Qualifications

• Excellent organizational skills, problem-solving ability, and adaptability.
• Positive, outgoing, and professional attitude with a passion for service.
• Previous guest relations leadership experience preferred.
• Experience with PMS systems required.
• Proficiency in Microsoft Windows applications required.
• College degree in a related discipline is an asset.
• Professional appearance and strong interpersonal skills.
• Reliable, responsible, and able to work under pressure.
• Team-oriented with a focus on guest needs, remaining calm and courteous.

Additional Information

We are committed to Diversity & Inclusion, promoting a diverse workforce. Fairmont Grand Del Mar is an Equal Opportunity Employer (EOE/M/F/D/V).

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