Guest Relations Manager Jobs

Company Description

Fairmont Hotel Vancouver, known as the ‘Castle in the City’, with its chateau-style green-clad copper roof and gargoyles is an architectural landmark in the heart of Downton Vancouver that captures the hearts and imaginations of all who visit. A registered heritage property operating since 1939, the hotel symbolizes grandeur and timeless elegance. In spring 2019, Fairmont Hotel Vancouver completed a $75M, five-year multiphase revitalization project. With its prestigious address on Georgia Street, this castle is surrounded by a diverse arts community of galleries and theatres, a thriving shopping district, exhilarating nightlife and world class cuisine. Join our team and welcome our guests to extraordinary experiences at their home away from home.

Guest Relations Manager

Inspiring and engaging. As a Guest Relations Manager, you will show your leadership and interpersonal strengths to maximize Front Office Operations and ensure an exceptional guest journey.

What Is In It For You

• Ability to make a difference through our Corporate Social Responsibility initiatives, including our Planet 21 Sustainability Committee and our Diversity, Equity & Inclusion Committee, championing 2SLGBTQIA+, Ability & Accessibility, Gender Equality, and Race & Cultural Diversity
• Opportunity to be nominated for and win your dream trip through our yearly employee and leadership recognition program
• Complimentary access to our learning and development programs through our Academies and discounted eCornell Online Certificate programs
• Transit Subsidy Program offering payroll deduction for transit with company-provided discounts
• Complimentary uniform laundering
• Access to our company-matched Defined Contribution Pension Plan (DCPP), company-provided Registered Retirement Savings Plan (RRSP), and Tax Free Savings Account (TFSA) when meeting eligibility requirements
• Complimentary One Night Stay at Fairmont Hotel Vancouver with breakfast and dinner for two included once eligibility requirements are met
• Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver
• Complimentary meal during your shift through our Colleague Dining Program
• Paid annual vacation (up to 30+ days per year), twelve statutory holidays, and birthday leave once eligibility requirements are met
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world!
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our Safety Footwear Reimbursement Program (up to $120 per year)
• Employee benefit card offering discounted rates at Accor properties worldwide

What You Will Be Doing

Reporting to the Front Office Manager, you will be a leader on the Front Office team and oversee luxury guest service, colleague development & performance, as well as enhance service opportunities for our guests.

• Lead and support all aspects of the Front Office departments, including Front Desk, Royal Service, Concierge, Guest Services, and Fairmont Gold, to ensure service standards are followed with friendly and engaging service
• Maximize productivity through effective staffing and scheduling
• Active member of the Emergency Response Team, including crisis management, emergency and evacuation procedures, fire panel management, etc.
• Train and develop new leaders in the Rooms division and new colleagues in the absence of departmental trainer
• Strive to always improve and recover remarkably by seeking and utilizing our guest feedback
• Collaborate with leaders in the Rooms division to ensure seamless service and operation
• Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable moments for our guests
• Coach and mentor Front Office colleagues in personal and professional development
• Act as a role model for our brand’s mission, service culture, and values
• Promote a safe working environment by following, implementing, and maintaining Health & Safety standards
• Assist with all other special projects, duties and tasks as assigned by hotel leadership team
• Communicate operational needs and pertinent information to necessary teams through daily pre-shift briefings, emails, monthly meetings, etc.
• Improve and maintain guest satisfaction scores through ongoing learning and training of brand standards and service essentials to Rooms division team
• Maximize additional revenue and motivate colleagues through by implementing or maintaining colleague incentive programs
• Maximize rooms revenue through balancing inventory, participating in yield management meetings, and implementing supporting agreed upon Revenue Management strategies and practices
• Engage colleagues through active leadership, timely action planning, consistent communication, and meaningful recognition

Qualifications

Your experience and skills include:

• Proven ability to build and maintain good relationships with all stakeholders
• Multi-tasker that is highly organized, detail-oriented, and able to manage conflicting priorities
• Ability to lead by example, believe in a strong team culture and set the scene for high performance
• Extensive knowledge of Front Office operations
• Service focused personality is essential and previous leadership experience required
• Prior experience working with Opera or a related system
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• Ability to work flexible schedule, including rotating shifts (AM/PM/Overnight), weekends, holidays, and extended hours when needed
• University degree or hotel management diploma an asset

Additional Information

Visa Requirements:

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Our Commitment To Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS