Guest Relations Manager

Job description

Company Description

For over 91 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun. 

Job Description

What you will be doing to Create the Essential Toronto Experience:

Seeking a dynamically motivated, multi-tasked individual for the position of Guest Relations Manager.  Candidates should be goal oriented to be a future Front Office Manager at a large hotel.  The Guest Relations Manager would be responsible for daily operations of the Front Office (including Front Desk, Guest Services and Concierge), including providing support, coaching, and directing over 100 Front Office Heartists. The Guest Relations Manager will work closely with other teams within the “rooms division” as well as all other departments in the hotel.

·  Supporting company and hotel policies and procedures including the promoting and participation in Colleague Engagement, Health and Safety, and guest experience initiatives.
·  Participating in scheduling and supervising a team of 100+ colleagues
·  Ability to work effectively and provide leadership in a large management team with shared responsibilities
·  Oversee Front Office daily operations as “manager on duty”, with direct accountability for leadership of Front Office operations (Front Desk, Guest Services and Concierge)
·  Ensure service standards are met and exceeded i.e. Perfect Arrival, Perfect Departure, anticipation of guest needs, up selling, scheduling, payroll, etc.
·  Responsible for ensuring that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas
·  Taking charge of Groups and Conventions from a Front Office perspective from pre-convention to post-convention stage, including pre-convention meeting attendance
·  Liaise  with key departments ( Housekeeping, Food & Beverage, Royal Service,   Reservations and Sales and Conference Services ) to ensure smooth sense of arrival and departure
·  Assist as needed to ensure the success of daily hotel operations
·  Participating in interviewing, recruiting and selection of new team members and  supervisors
·  Liaise with VIP parties ( i.e. State Visits) special attention guests, ensuring that accommodation is in order, inspecting where necessary, greet, escort and contact when possible upon arrival
·  Liaise with the F&B team to ensure proper communication of amenities and guest requests.
·  Thorough knowledge of function bookings and their effect on lobby and public areas
·  Attendance at all required Hotel meetings
·  Thorough knowledge of emergency procedures ( Emergency Preparedness Manual ) and general crisis situation procedures
·  All other duties as assigned

Qualifications

·  Excellent knowledge of Front Office Procedures
·  Knowledge of Micros Fidelio Opera and Microsoft Office Applications
·  Minimum of two years as a senior manager within the Front Office or Front Office Manager at a small to mid-sized hotel
·  Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignments and additional duties.
·  Must be able to work well under pressure in a fast-paced and constantly changing environment
·  Must possess excellent interpersonal and motivational skills
·  Excellent written and verbal communications skills
·  Diploma/Degree in Hotel Management an asset
·  Second, third language an asset

Physical Aspects of Position include but are not limited to the following: 

·  Constant standing and walking throughout shift
·  Frequent lifting and carrying up to 30 lbs
·  Constant kneeling, pushing, pulling, lifting
·  Frequent ascending or descending ladders, stairs and ramps

Additional Information

Do you enjoy helping others and building emotional connections to make people feel special and welcomed? If so, then we want YOU to be part of our Fairmont Royal York family.

Every day you will be responsible for engaging with our guests, clients and colleagues. You will create the essential Toronto experience at the hotel that has been a Canadian icon for over 91 years.  You will be given the responsibility to ensure that our guests and colleagues feel WELCOMED, CARED FOR and INCREDIBLE. Being part of the Fairmont Royal York family is more than providing warm and consistent service. As an ambassador of Fairmont Royal York, you will take the initiatives necessary to turn moments into memories by taking the time to understand our guests’ purposes: why are they staying at Fairmont Royal York, what is their length of stay and what are their preferences and passions? Making our guests feel heard and cared for creates an emotional connection to our brand and builds loyalty. 

These emotional connections are not just for guests. As part of the Fairmont Royal York family, you will be tasked with creating impactful relationships with your colleagues. 

If creating these lasting relationships and experiences excites you, read more about how your role supports our vision of continuing to create the essential Toronto experience!

What is in it for you:

·  Employee benefit card offering discounted rates in Accor worldwide for you and your family
·  Complimentary, daily shift meals provided in our staff cafeteria
·  Dry cleaning of business attire 
·  Learning programs through our Academies designed to sharpen your skills
·  Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
·  Career development opportunities with national and international promotion opportunities. The sky is your limit

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. 

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

Note:  Must already be legally entitled to work in Canada to be considered for the position