Perrihan Al Ashmawy

· Lead all aspects of Fairmont Gold operations, ensuring exceptional service and adherence to brand standards. This is an exciting opportunity to be at the heart of luxury hospitality, delivering an unparalleled guest experience.

· Lead and Inspire: Hire, train, and develop a dynamic team ensuring they uphold Fairmont Gold’s brand standards and policies.

· Oversee Deloitte Operations: Partner closely with Deloitte’s Manager and team of supervisors to ensure seamless service delivery and operational excellence within Fairmont Gold.

· Lead the Concierge Team: Oversee the Chef Concierge and Concierge team, ensuring they provide unparalleled guest experiences, exclusive city connections, and tailored recommendations.

· Elevate Guest Experience: Establish seamless communication with hotel departments to guarantee the highest level of service for both VIP and Fairmont Gold guests.

· Performance & Growth: Provide regular performance evaluations and ongoing development to ensure team members excel in their roles.

· Curate City Connections: Build strong relationships within the city to offer Fairmont Gold guests exclusive access to top-tier restaurants, entertainment, and transportation options.

· Foster VIP Relationships: Cultivate lasting connections with loyal, regular, and VIP guests to enhance their overall experience and satisfaction.

· Continuous Improvement: Identify opportunities to enhance service and streamline processes based on guest feedback and trends from the Voice of Guest tool.

· Efficient Operations: Manage scheduling, payroll, labor costs, efficiency standards, and monitor food & beverage costs and par stocks to optimize operations.

• Ensures that all Fairmont Gold Standard Operating Policies and Procedures are adhered. Monitor maintenance and development of the physical Fairmont Gold product.
• Ensures the highest possible revenues are generated for Fairmont Gold with a minimum of associated expenses. Work with the Revenue Manager, Reservations Manager, Sales Manager and Front Office Management to ensure strategies are in place to maximize opportunities. This should include out of order rooms, sell outs, preventative maintenance and special room projects.
• Track and Forecast daily, weekly and monthly Fairmont Gold occupancy levels and plan the Fairmont Gold Department accordingly
• Provide exceptional Concierge information to our guests about local and area attractions, restaurants, theatres, special in place to maximize events, tickets, confirmations and other available services. Information will be clear, concise and accurate.
• Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty. Handle and resolve guests’ complaints, including follow up in a timely manner and proper communication in the daily log. Provide service that consistently exceeds our internal and external guest expectations always leading by example
• Develop and maintain contacts with business partners, concessionaires, local community and counterparts of Fairmont Gold throughout Fairmont Hotels & Resorts
• Strong and effective communication with all other departments. Attend Department Communication Meetings representing Fairmont Gold. Supervise all contributing colleagues and departments who provide service to Fairmont Gold to ensure that Fairmont Gold service standards are provided.
• Facilitate the training and development of the Fairmont Gold Team. Participate in the training and communication process of all colleagues providing service to Fairmont Gold.
• Provides guidance and motivation to the Fairmont Gold Team. Establishes and communicates on a daily basis with the Fairmont Gold Team. A strong commitment to colleague satisfaction.
• Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Fairmont Gold colleagues.
• Propose and facilitate innovative, cost-effective guest experience enhancements
• Be accountable for operational costs and expenses - Monthly Profit & Loss Statement/Adherence to budget
• Responsible for scheduling according to the staffing guide and reconciling payroll
• Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation, in line with Fairmont Gold standards
• Provide direction and guidance to In Room Dining/ Fairmont Gold Pantry Attendant in order to maintain service and food quality levels
• Adheres to and promotes the company’s health and safety policies to ensure a safe work environment and knowledgeable all safety and emergency procedures

• Oversee the overall operations of the resort and make decisions on a daily basis to ensure smooth functioning
• Manage and coordinate the work of all departments such as food and beverage, housekeeping, maintenance, and guest services
• Establish and implement policies and procedures in line with the objectives of the resort
• Ensure high levels of guest satisfaction through excellent service and by addressing and resolving guest issues or complaints promptly
• Prepare budgets, monitor financial performance, and ensure profitability
• Hire, train, and supervise staff, and conduct performance evaluations
• Coordinate marketing and promotional activities to increase visibility and attract more guests
• Ensure compliance with health and safety regulations and licensing laws
• Conduct regular inspections of the resort to ensure all facilities and services are in good condition
• Interact with guests to gather feedback and improve services

The MIT program at Four Seasons Hotels and Resorts offers a comprehensive training experience for aspiring leaders in the luxury hospitality industry. Participants engage in a self-directed learning program that includes leadership team meetings, strategic projects, and rotational experiences across operational leadership roles. The program spans 12 to 18 months and is designed to bridge the gap between theoretical knowledge and practical experience in a luxury hotel setting. MITs receive comprehensive training, strategic project assignments, and mentorship from senior leadership, ensuring they develop both operational and leadership skills. The program also emphasizes the core values and culture of Four Seasons, providing a sense of belonging and support between peers.

· The Guest Experience Supervisor is primarily responsible in effectively managing the operation of the Guest Experience Department in order to ensure total guest satisfaction.

· Oversees all aspects of colleague’s performances to ensure that high quality of engaged service are always maintained.

· Effectively work with other departments to ensure coordination through proper flow of communication, to achieve an impeccable result.

· Maintain and demonstrates departmental standards in accordance with the Hotel Standards.

· Provides a warm welcome and assists guests’ according to Four Seasons Standards.

· Will provide impeccable service by proactively seeking out guests to troubleshoot problems before they occur.

· Conduct employee performance review and follow up in a timely manner.

· Manage trainees and colleagues development and goals setting through motivation training and coaching Directs, coaches, supports, supervises and evaluates the performance of all Guest Relations and Lobby Ambassadors/Greeters to be able to deal effectively with staff related issues.

· Must work closely with Reservations, Concierge, Front Office, Housekeeping and Guest Services staff to coordinate the efficient handling of guest arrival & departure and follow up on guest requests.

· Work with and implement the hotel amenities program & special services for VIP, Long Stay, Honeymooners/ Anniversary .

· Communicate with the Security and Guest Services the estimated arrival times for the Top VIP guests to ensure all is prepared.

· Handles guest problems or complaints and follow up on guest complains.

· Communicate closely with the Executive Office, Director of Rooms and Department Heads to ensure follow-up on VIP’s, and long stay guests.

· Review daily arrivals to ensure proper handling of, VIP’s and return Guests, and to escort V.I.P.’s, guest arriving in Hotel Limousine, disabled guest and return guests to their rooms.

· Must be able to check-in & check-out guest ensuring all transactions are completed in accordance to Hotel Standards.

· Inspect VIP guest rooms and tour the hotel during each shift, completing maintenance requests as needed.

· Assist other departments as required in resolving problems. Handle guest problems and complaints, keeping the Front Office Manager well-informed as to problems and action taken.

· Contacting Guest how published negative comment at Medallia Platform.

· Must work & follow-up with Room Service and Housekeeping in regards to guest amenities insuring the implementation of Guest Recognition Program.

· Must act in the absence of senior management in all matters concerning the safety, security and well-being of hotel guests, patrons, and employee.

· Ensures that all Hotel SOP’s are adhered to.

· Reviews arrival reports and VIP’s to ensure all special requirements are anticipated.

· Remains observant and responds to each guest who approaches the reception desk.

· Is an ambassador of Four Seasons Brand by providing an excellent first impression.

· Greets all guests courteously, using the guest name.

· Check in guests, ensuring correct, legible registration and method of payment.

· Ensure all guests are escorted to their rooms.

· Follow hotel’s telephone etiquette standards.

· Ensure that any compliments or complaints that are received are dealt with promptly in a polite manner and to enter it in the Fairmont Gold log book.

· Be familiar with our regular guests and their requirements.

· Be familiar with the VIP procedures.

· Ensure all necessary work tools and stationery is sufficient.

· Deal with all guest inquiries with efficiency.

· Complete the duties on Cashier checklists.

· Update registration cards, ensuring that all guest histories are linked and updated correctly in the different systems.

· Be responsible for individual floats and reconcile banking on a daily basis immediately reporting any discrepancy to the Supervisor.

· Run a credit check report on all guests ensuring that adequate methods of payment are held, and if credit issue arise, report them immediately to the Supervisor.

· Ensure that all accounts and postings to sales ledger have fully documented back-up authorizing charges.

· Be responsible for own late charges, including billing and documentation.

· Handle paid outs, allowances and petty cash to the right procedures.