Guest Relations Manager - Management Development Program

Guest Relations Manager – Management Development Program Fairmont Century Plaza | Los Angeles, CA | Full-Time | 18-Month ProgramWhy work for Fairmont?At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.Our 18-month Management Development Program is your fast track to leadership in luxury hospitality. With dedicated mentorship, hands-on training and real responsibility from day one, you’ll develop into a Guest Relations Manager while learning the full Rooms Division operation. You’ll also work closely with our Fairmont Gold team, delivering the hotel’s most personalized level of service. If you’re passionate about people, ready to lead and eager to grow your career with Fairmont and Accor, this is where it starts. What you will be doing:Reporting to Director of Rooms, responsibilities and development include but are not limited to the following:Elevate the guest experienceSupport the daily operation of Guest Relations and build meaningful relationships with guests throughout their stay.Coordinate VIP arrivals, special occasions, amenities and personalized touches.Anticipate guest needs and find opportunities to turn a great stay into an unforgettable one.Handle guest concerns and service recovery with empathy, professionalism and thorough follow-through.Deliver Fairmont Gold servicePartner with the Fairmont Gold team on guest recognition, personalized arrivals, lounge service and special requests.Learn the expectations of our most loyal and discerning guests, and uphold Fairmont Gold’s elevated service standards.Lead and drive qualityAct as Manager on Duty when required, supporting the entire hotel operation.Lead Service Excellence meetings and drive follow-up on guest experience priorities.Review guest feedback, satisfaction scores and service trends, then prepare and present quality reports with clear recommendations.Support guest loyalty initiatives, including ALL – Accor Live Limitless.Contribute to special projects that keep raising the bar on the guest experience.Learn the full operationSupport Front Desk, Guest Services and Housekeeping to keep Rooms Division running seamlessly.Collaborate with Concierge, Royal Service, Food & Beverage, Spa and other departments across the guest journey.Take part in Rooms Division meetings and leadership discussions, and build skills in coaching, delegation, decision-making and communication.Gain a clear understanding of every leadership role in Rooms Division, building a foundation for your next step.When you complete the program successfully, placement opportunities with Fairmont Hotels & Resorts and Accor may be available, based on performance, business needs and open positions.