Guest Relations Manager

Job Description

Guest Relations Manager

Be the Heart of the Guest Experience.

As Guest Relations Manager, you will play a key leadership role in our Front Office, using your interpersonal and operational strengths to deliver personalized, luxury service. Reporting to the Director of Front Office, you’ll ensure a seamless arrival and departure experience, develop high-performing teams, and champion guest satisfaction across all touchpoints.

What Is in It for You

• Competitive annual compensation, starting at $70,000, with salary reviews conducted annually based on performance, demonstrated capabilities, and market conditions.
• Access to our company-matched Defined Contribution Pension Plan (DCPP), company-matched Registered Retirement Savings Plan (RRSP), and Tax Free Savings Account (TFSA) when meeting eligibility requirements
• Access to our Health & Benefits Program, including extended health and medical, dental, vision, and paramedical benefits once eligibility requirements are met
• Starting 15 days of paid vacation earned each calendar year and increasing with length of service, 12 statutory holidays and paid birthday leave
• Access to our comprehensive wellness program benefits through Green Shield offering complimentary counseling, wellness sessions, financial and family planning, etc.
• 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
• Complimentary access to our learning and development programs through our Academies
• Discounted courses and certificate programs through eCornell
• Colleague benefit card offering discounted room and F&B rates at Accor properties worldwide
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program, with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Complimentary hotel stay for newly hired colleagues, including breakfast for two through our BE OUR GUEST program
• Opportunity to be nominated for and win your dream trip through our yearly employee and leadership recognition program
• Complimentary meals during your shift through our Colleague Dining Program
• Transit Subsidy Program offering payroll deduction for transit with company-provided discounts
• Complimentary dry-cleaning of business attire ($50 per month)
• An inclusive, empowering company culture where people are at the heart of everything we do
• The opportunity to work alongside passionate hospitality professionals committed to making the world a more welcoming place
• Opportunities to make a difference through our Corporate Social Responsibility initiatives, including our Sustainability Committee and our Diversity, Equity & Inclusion Committee, championing 2SLGBTQIA+, Ability & Accessibility, Gender Equality, and Race & Cultural Diversity
• The opportunity to work in a luxury hotel environment within a Vancouver heritage building, dating back to 1939

What You Will Be Doing

Reporting to the Director of Guest Services, you will lead the Front Office team, ensuring exceptional service delivery, colleague engagement, and operational excellence.

Guest Experience & Service Excellence

• Champion the guest journey from arrival to departure, ensuring consistently exceptional service and prompt, professional resolution of guest concerns
• Monitor, analyze, and respond to guest feedback to drive continuous improvement and maintain high guest satisfaction scores
• Serve as a visible leader on the floor, modeling Fairmont’s luxury service standards, values, and brand culture

Operational Leadership & Revenue Optimization

• Lead and support all Front Office departments to ensure seamless daily operations
• Collaborate closely with Rooms Division leaders to align service delivery, staffing, and operational priorities
• Optimize room revenue through inventory management and active participation in yield and strategy meetings
• Improve operational efficiency and productivity through effective scheduling, staffing, and resource planning

Team Development & Performance Management

• Support recruitment, onboarding, training, and performance management of Front Office colleagues
• Coach, mentor, and develop colleagues and emerging leaders to support career progression and high performance
• Drive colleague engagement and results through motivation, incentive programs, and meaningful recognition
• Lead by example, fostering a positive, accountable, and service-driven team culture

Communication, Safety & Administration

• Communicate operational priorities clearly across shifts and departments through briefings, meetings, and written communication
• Promote a safe and healthy work environment by adhering to Health & Safety standards and policies
• Act as a member of the Emergency Response Team, managing crisis situations in accordance with hotel procedures
• Support departmental projects and other duties as assigned by hotel leadership

Qualifications

What We’re Looking For

• A strong service-driven mindset with prior leadership experience
• Comprehensive knowledge of Front Office operations within a hotel environment
• Experience with Opera PMS or similar hotel systems
• A university degree or hotel management diploma (preferred)
• Proven ability to build and maintain positive stakeholder relationships
• Excellent communication, interpersonal, and networking skills
• Highly organized, detail-oriented, and able to manage multiple priorities simultaneously
• Demonstrated ability to lead by example and foster a high-performance team culture
• Flexibility to work rotating shifts, extended hours, and overnight relief

Physical Job Requirements

• Ability to thrive in a fast-paced, operational environment
• Split time between standing/walking on the floor and desk-based work
• Occasional lifting and carrying of up to 50 lbs
• Occasional kneeling, pushing, pulling, and bending
• Ability to ascend and descend stairs and ladders

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