Guest Relations Manager

Job description

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.

Job Description

Guest Relations Manager

Join Our Dynamic Team! As a Guest Relations Manager, you will leverage your leadership and interpersonal skills to enhance Front Office Operations and ensure an exceptional guest experience.

Shifts include afternoons, evenings, and permanent overnight relief.

What is in it for you:

·  Employee Benefit Card: Enjoy discounted rates at Accor properties worldwide.
·  Exclusive Discounts: Access special rates at Fairmont Hotel Vancouver for you, your friends, and family
·  Dining Discounts: 50% off at our dining venues in Vancouver, Victoria, and Whistler through the Pacific Northwest Food & Beverage Discount Program
·  Complimentary Stay: One night at Fairmont Hotel Vancouver with breakfast and dinner for two upon meeting eligibility requirements
·  Professional Development: Access complimentary learning and development programs through our Academies and discounted eCornell Online Certificate programs
·  Competitive Salary: Starting at $62,000+, with annual compensation reviews based on merit and experience
·  Career Growth: Opportunities to develop your talents and advance within the property and globally
·  Make a Difference: Participate in Corporate Social Responsibility initiatives, including our Planet 21 Sustainability Committee and Diversity, Equity & Inclusion Committee, supporting 2SLGBTQIA+, Ability & Accessibility, Gender Equality, and Race & Cultural Diversity
·  Colleague Dining Program: Complimentary meal during your shift
·  Uniform Laundering: Complimentary uniform cleaning services
·  Comprehensive Benefits: Including extended healthcare, dental, vision, and wellness sessions through LifeWorks
·  Pension Plan: Access to a company-matched Defined Contribution Pension Plan (DCPP), Registered Retirement Savings Plan (RRSP), and Tax Free Savings Account (TFSA) upon meeting eligibility
·  Paid Time Off: Up to 30+ days of vacation, twelve statutory holidays, and birthday leave once eligible
·  Transit Subsidy Program: Payroll deductions for transit with company-provided discounts
·  Recognition Program: Opportunities to win your dream trip through our annual employee and leadership recognition initiatives
·  Leadership Development: Coaching and mentorship programs to enhance your career

What you will be doing: Reporting to the Director of Front Office, you will lead the Front Office team, ensuring luxury guest service, colleague development, and maximizing service opportunities.

·  Lead and support all Front Office departments (Front Desk, Royal Service, Concierge, Guest Services, Fairmont Gold) to uphold high service standards
·  Address guest concerns swiftly, ensuring memorable experiences
·  Use guest feedback to continually improve service
·  Collaborate with Rooms division leaders for seamless operations
·  Communicate operational needs effectively via daily briefings, emails, and meetings
·  Optimize room revenue through inventory management and participation in yield meetings
·  Enhance productivity with effective staffing and scheduling
·  Motivate colleagues and drive additional revenue through incentive programs
·  Coach and mentor Front Office colleagues for personal and professional growth
·  Foster engagement through active leadership and meaningful recognition.
·  Train new leaders and colleagues as needed
·  Serve as a role model for our brand’s mission and values
·  Maintain high guest satisfaction scores through ongoing training
·  Act as an Emergency Response Team member, managing crisis situations and procedures
·  Promote a safe work environment by adhering to Health & Safety standards
·  Assist with special projects and tasks assigned by hotel leadership

Qualifications

Your Experience and Skills:

·  Strong service-oriented personality with prior leadership experience
·  Extensive knowledge of Front Office operations
·  Familiarity with Opera or similar systems
·  A university degree or hotel management diploma is preferred
·  Proven ability to build and maintain relationships with stakeholders
·  Excellent communication and networking skills
·  Highly organized multitasker, detail-oriented, and able to manage conflicting priorities
·  Ability to lead by example and foster a high-performance team culture
·  Willingness to work a flexible schedule, including rotating shifts and extended hours

Physical Requirements:

·  Ability to thrive in a dynamic, fast-paced team environment
·  Split time between walking/standing on the floor and being at the desk
·  Occasional lifting and carrying of up to 50 lbs
·  Occasional kneeling, pushing, pulling, and bending
·  Ability to ascend or descend stairs and ladders

Your team and working environment:

We are thrilled to welcome our guests back to Fairmont Hotel Vancouver. 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 back to extraordinary experiences at their home away from home

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