Mathew Rawson

- Design, sell, and coordinate bespoke luxury private-guided tours.
- Provide expert travel advice based on extensive regional knowledge.
- Collaborate with clients and vendors to create personalized itineraries.
- Build and maintain strong client relationships through effective communication.
- Demonstrate strong written and verbal communication skills.
- Consult with clients, handle negotiations, and identify business opportunities.
- Work collaboratively within a team to ensure a seamless client experience.
- Deliver service that meets luxury travel expectations.
- Resolve client issues promptly and independently.
- Exhibit exceptional organizational skills and attention to detail.
- Self-motivated with a strong sense of personal responsibility.

- Supervise a team of up to 10 Fairmont Gold attendants, ensuring adherence to all service standards while providing exceptional concierge services to guests.
- Oversee all aspects of Fairmont Gold Operations to ensure superior guest satisfaction.
- Manage pre-arrival correspondence and review reservations for compliance, routing, deposits, and loyalty benefits.
- Create and implement new plans and programs to improve offerings and guest satisfaction.
- Track and forecast occupancy, prioritize daily tasks, and communicate effectively with relevant departments for timely completion.
- Maintain strong knowledge of room inventory to coordinate teams and manage occupancy effectively.
- Inspect rooms during high-volume periods to assist housekeeping and front desk teams.
- Maximize revenue through up-sell programs and track honor bar sales.
- Procure necessary inventory for Fairmont Gold operations.
- Develop and maintain relationships with colleagues, vendors, and service providers to ensure exceptional service.
- Actively engage with colleagues to enhance working relationships and contribute to colleague appreciation programs.
- Promote and enforce health and safety standards and emergency procedures.

- Oversee reservations for designated loyalty, recovery, and special attention guests to prevent service concerns.
- Manage VIP client reservations, ensuring comps and payment agreements are established.
- Address service failures and facilitate recovery for service recovery guests to strengthen guest loyalty.
- Correspond with loyalty guests, fulfilling requests and setting expectations.
- Keep resort leadership informed of notable arrivals and their needs.
- Monitor and respond to online guest reviews, addressing service issues and forwarding positive feedback.
- Maintain inventory of loyalty program amenities and coordinate replenishment.
- Foster relationships within the resort and surrounding area for collaboration on promotions and events.
- Organize employee appreciation events and assist in preparing reports and presentations for executive review.

- Provide personalized service at the members' and homeowners' reception, supporting Marriott Bonvoy and resort initiatives.
- Maintain in-depth knowledge of the resort and surrounding area for elevated guest services.
- Manage pre-arrival correspondence with elite members, ensuring loyalty benefits and special requests are met.
- Assist in onboarding and training new colleagues for front office leadership.
- Act as a GXP Specialist, facilitating pre-arrival, in-house, and post-stay procedures.
- Organize reservations based on scheduled departure/arrival and loyalty program status.
- Coordinate with housekeeping to ensure Westin standards are met.
- Handle incoming calls and guest chat through the GXP platform.
- Report and address hotel property damage, dispatching maintenance as needed.
- Run and distribute daily reports to prepare for upcoming business.
- Serve as a Service Express Agent, greeting, checking in, and settling guest accounts.
- Update and investigate guest folios, addressing billing concerns promptly.
- Resolve service issues and provide solutions promptly.
- Provide accurate resort information and facilitate sales and reservations for activities.
- Manage a cash float for guest convenience and provide journals to accounting regularly.

- Provide professional, engaging, and friendly service to all guests.
- Greet, check-in, and settle accounts according to Fairmont service standards.
- Manage a cash float for currency exchange and guest convenience, providing journals to accounting regularly.
- Update guest folios and resolve billing concerns promptly.
- Resolve guest issues creatively to prevent further service recovery.
- Offer accurate local information and assist with reservations as needed.
- Report maintenance concerns for prompt resolution.
- Distribute loyalty, comment, and arrival reports to stay ahead of business.

- Manage a team of up to 50 colleagues across 11 restaurants.
- Foster a positive work environment by providing support and encouraging open communication.
- Ensure colleagues maintain Fairmont and Provincial cleanliness and hygiene standards.
- Provide pre-shift briefings and ensure essential protective equipment is worn.

- Report inventory and breakage costs for all restaurant and banquet events.

- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.

- Trained all new employees on overall company and department-specific policies and procedures.

- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.

- Assigned tasks and established work schedules to staff to cover operational needs.