Director, FHP Owner Services at Fairmont Hotels & Resort

Job description
Director, FHP Owner Services

• The Director, FHP is responsible for managing all the Fairmont Heritage Place services throughout and assuring that the wants and needs of the owners and or guests are consistently exceeded. Provide for a cohesive environment bringing together all divisions of Fairmont Heritage Place operations, based in Fairmont Zimbali Resort. Plan and implement budgets, and manage colleagues.

Summary Of Responsibilities

• Management of the overall operation of the FHP.
• Offering an engaging service to FHP owners and guests.
• Increase levels of service quality and enhance overall ambiance of owner’s experiences.
• Addresses member and guest complaints and advises the General Manager about appropriate corrective actions taken.
• Monitors guest satisfaction levels through various means and implements strategies to improve results while maintaining corporate standards
• Monitor LQA standards and VOG review. To champion a guest satisfaction plan for FHP and to monitor progress and ensure accountability. To ensure action plans are followed through to deliver and maintain consistently high guest services.
• Strives to keep FHP accommodation in the best condition, ensuring that preventive maintenance is taking place and recommends projects for improvement to the General Manager
• Develops an operating budget for FHP; after approval, monitors and takes corrective action as necessary to help assure that budget goals are attained.
• Assures that all standard operating procedures for revenue and cost control are in place and consistently utilized.
• Assists to implement and evaluate the FHP marketing plan and sales strategies to ensure optimum guest satisfaction, sales maximisation and profitability. Monitors present and future trends, practices and systems in the industry to ensure that FHP’s operations are competitive in the market place.
• Helps plan and approves internal marketing promotion activities
• Attends Committee meetings and ensures integration and coordination of all social events.
• Occasionally attends Operational Planning and Finance meetings.
• Implements and monitors policies and procedures for the department.
• Assists in planning and implementing procedures for special owner’s events and banquet functions.
• Develops new and innovative ways in which to stimulate member activities and participation in FHP events.

Qualifications

• Hospitality Management or related qualification essential.
• Highly computer literate and fluent in English.
• A minimum of 5 – 8 years related experience in an upscale environment.
• A Private club, resort and / or hospitality experience required.
• Ability to interact positively with management, FHP owners, colleagues and the public to promote a team effort and maintain a positive and professional approach.
• Ability to seek out new and innovative ways to meet, and respond to, the needs and demands of an ever changing, diverse membership of new owners.
• Ability to come to work regularly and on time, to follow directions, to take criticism with respect and courtesy, and to refrain from abusive, insubordinate and/or violent behavior.
• Experience in sectional titles.