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Lead the daily Guest Relations and Fairmont Gold Lounge operations. Ensure seamless guest experiences from pre-arrival through post-departure. Oversee all VIP, Fairmont Gold, ALL members and repeat guest recognition. Review arrivals, departures, in-house guests, celebrations and Handle With Care guests daily. Ensure Fairmont Gold Lounge operates in accordance with Fairmont Brand Standards. Monitor lounge presentation, food & beverage offerings, cleanliness and ambience. Coordinate personalized amenities, welcome letters and special occasions. Lead guest recovery and service recovery initiatives following the Own It and Guest Recovery framework. Personally handle complex guest concerns and ensure timely follow-up until closure. Conduct root cause analysis of recurring guest complaints and implement corrective actions. Drive LQA, TrustYou, guest satisfaction and quality initiatives. Review guest feedback trends and share action plans with department heads. Conduct daily lobby, public area and Fairmont Gold inspections. Lead and coach the Guest Relations and Fairmont Gold teams through daily briefings and one-to-one coaching. Support recruitment, onboarding, training, performance management and succession planning. Drive ALL – Accor Live Limitless enrolments and member’s recognition. Promote upselling opportunities and support Rooms revenue initiatives. Maintain accurate guest profiles in Opera Cloud and ensure guest preferences are updated. Monitor ALICE/Royal Service guest requests and ensure timely completion. Coordinate closely with Front Office, Housekeeping, Engineering, Concierge, Security, Royal Service and Food & Beverage. Support emergency response and Manager on Duty responsibilities when assigned. Ensure compliance with hotel policies, cash handling procedures and key control. Promote health, safety, HACCP and security standards. Prepare operational reports, guest recovery summaries and quality analysis. Develop innovative guest experience initiatives aligned with Fairmont's 'Make Special Happen' philosophy. Perform any additional duties assigned by hotel management.