Fairmont Guest Experience Manager in Nanjing, China

Primary Location

Guest Experience ManagerProviding engaging, sincere, personalized service is one of the ways our Colleagues and Leaders are turning moments into memories for our guests at Fairmont Hotels & Resorts. Showcase your leadership and interpersonal strengths as Guest Experience Manager, where you will foster an engaged team, maximize operations and ensure exceptional guest service.

Hotel Overview: Situated on the south bank of the Yangtze River, Nanjing is a cultural and commercial metropolis and the hotel will be part of a new residential and commercial development in the ever-expanding city. The hotel will feature 371 spacious guestrooms and suites and guests will enjoy a variety of restaurants and bars as well as a 1,800 square meter Willow Stream Spa, pool and fitness facilities, as well as 2,500 square meters of function and meeting space.

Summary of Responsibilities: Reporting to the General Manager , responsibilities and essential job functions include but are not limited to the following:

  • Leads and supports all Guest Experience initiatives at the property

  • Supports GM in driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience

  • Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders (at a minimum once a week)

  • Represents Guest Experience / be the voice of the guest daily at the morning briefing with updates and highlights points for improvement and guest praise

  • Conduct Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new Department Heads/Managers within the first month of employment

  • Conducts a weekly Guest Experience meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan efforts

  • Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders

  • Conducts regular property self-assessments on the Operational Brand Standards and other quality programs (at a minimum 4 times per year)

  • Works with and supports Department Heads to prepare for LQA Brand Assurance audits

  • Participates to the annual revision of Operational Brand Standards with Regional/Global teams

  • Leads and develops a team of Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions

  • Conducts Brand Assurance refreshers training from time to time to all Department Heads

  • Champion the internal communication of guest experience related matters and updates to all Ambassadors in the hotel

  • Reviews MAPs proposed by each department post-LQA Mystery Visit and supports and follows up implementation by Department Heads

  • Have direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback

  • Work closely with Department Heads to assess service standards and delivery on a regular basis

  • Monitors results of other quality management programs such as Resavision, iPerform for MICE, Hygiene audit and follows up action plans from the relevant Department Heads whenever necessary

  • Works in partnership with all relevant external partners to ensure external training is conducted where applicable, e.g. HOTSOS, VOG Trust You, Diversey, Signature,…

  • Ensure the relevant teams and stakeholders respond to all Guest feedback, e.g. VOG GSS, and consumer-generated content on various social media sites or travel sites (100% of negative reviews/feedback and at a minimum 50% of positive reviews/feedback)

  • Reviews and communicates best practices implemented in other LUB hotels, follow-up on implementation at the property when relevant

  • Attends Regional/Global Guest Experience meetings/training as required

  • Ensure adherence to the attached task list which provides a framework to the Guest Experience Manager’s role

Employee Status


  • Bachelor’s Degree in Hospitality/HR or related areas;

  • Strong user knowledge of Microsoft Outlook and Microsoft Office tools;

  • Experience in 5-star Luxury Hospitality required;

  • Strong background in hotel operations; (minimum of 5 years in hotel operations including at least 2 years of Duty Manager / Assistant Manager position)

  • Strong experience with the setup and management of a Quality Management System;

  • Experience in partnering and working closely with different stakeholders at various levels including Regional/Global teams;

  • International experience, having worked in different continents and being sensitive to different cultures and ways of life.

Visa Requirements: Must be legally eligible to work in China.

APPLY TODAY: Whether you’re launching your career or seeking meaningful employment, we invite you to visit http://www.fairmontcareers.com/ 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!

Primary Location: China-Nanjing-Fairmont Nanjing

Employee Status: Regular

Job Level: Management / Supervisory

Schedule: Full-time

Shift: Day Job

Closing Date: 12.Jul.2017, 10:59:00 PM

Req ID: NAN00639