Guest Relations Manager

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

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.

Shifts include, afternoon, evenings and permanent overnight relief.

What is in it for you :

• Employee benefit card offering discounted rates at Accor properties worldwide
• Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Complimentary One Night Stay at Fairmont Hotel Vancouver with breakfast and dinner for two included once eligibility requirements are met
• Complimentary access to our learning and development programs through our Academies and discounted eCornell Online Certificate programs
• A competitive salary with range starting at $62,000+ and annual compensation reviews based on merit, experience, and ability
• Opportunity to develop your talent and grow within your property and across the world!
• 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
• Complimentary meal during your shift through our Colleague Dining Program
• Complimentary uniform laundering
• Access to our Safety Footwear Reimbursement Program (up to $120 per year)
• 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 company-matched Defined Contribution Pension Plan (DCPP), company-provided Registered Retirement Savings Plan (RRSP), and Tax Free Savings Account (TFSA) when meeting eligibility requirements
• Paid annual vacation (up to 30+ days per year), twelve statutory holidays, and birthday leave once eligibility requirements are met
• Transit Subsidy Program offering payroll deduction for transit with company-provided discounts
• Opportunity to be nominated for and win your dream trip through our yearly employee and leadership recognition program
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs

What you will be doing :

Reporting to the Director of Front Office, 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
• Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable moments for our guests
• 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
• Communicate operational needs and pertinent information to necessary teams through daily pre-shift briefings, emails, monthly meetings, etc.
• Maximize rooms revenue through balancing inventory, participating in yield management meetings, and implementing supporting agreed upon Revenue Management strategies and practices
• Maximize productivity through effective staffing and scheduling
• Maximize additional revenue and motivate colleagues through by implementing or maintaining colleague incentive programs
• Coach and mentor Front Office colleagues in personal and professional development
• Engage colleagues through active leadership, timely action planning, consistent communication, and meaningful recognition
• Train and develop new leaders in the Rooms division and new colleagues in the absence of departmental trainer
• Act as a role model for our brand’s mission, service culture, and values
• Improve and maintain guest satisfaction scores through ongoing learning and training of brand standards and service essentials to Rooms division team
• Active member of the Emergency Response Team, including crisis management, emergency and evacuation procedures, fire panel management, etc.
• 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

Qualifications

Your experience and skills include :

• Service focused personality is essential and previous leadership experience required
• Extensive knowledge of Front Office operations
• Prior experience working with Opera or a related system
• University degree or hotel management diploma an asset
• Proven ability to build and maintain good relationships with all stakeholders
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• 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
• Ability to work flexible schedule, including rotating shifts (AM / PM / Overnight), weekends, holidays, and extended hours when needed

The physical job requirements include :

• Dynamic, fast-paced team environment
• Split time between walking / standing / being on floor and being at desk
• Occasional lifting and carrying up to 50lbs
• Occasional kneeling, pushing, pulling, bending
• Occasional ascending or descending ladders, stairs and ram

Additional Information

Visa Requirements :

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

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