Relief Guest Relations Manager, Full-Time

Company Description

Company Description

Fairmont Waterfront redefines hospitality with Pure Coastal Luxury. Our award-winning hotel, nestled on Vancouver's stunning waterfront, is consistently celebrated by top publications like Conde Naste Traveler and recognized as a Great Place to Work® Canada for a second consecutive year. We are Industry leaders in sustainability & embody our commitment to our community, featuring Vancouver's first green roof & rooftop apiary.

Our Culture is strongly rooted in diversity, inclusion, professional growth and development - over 60% of promotions are from within. We are committed to empowering ambitious individuals to thrive. If you're a visionary who shares our values and passion for excellence, join us to help shape the future of luxury hospitality.

Why work at Fairmont Waterfront?

• Sustainability and community commitment - recognized with 5 Green Leaves Certification rating from Green Key Global since 2011
• Empowering Women in Leadership - More than 50% of leadership team including Executive Level, are women
• Celebrating Diversity - our team represents over 60+ countries, fostering an inclusive and global community
• Strong Culture of Belonging for the 2SLGBTQIA+ community providing year-round support, including gender inclusive change rooms
• Generous perks - Enjoy discounted rates at over 5,500 Accor hotels worldwide through our Colleague Travel Discount Program* food & beverage discounts, transit reimbursement program for Trans Link monthly passes, subsidized meal during your shift through our colleague dining program
• Comprehensive Benefits - through our Benefit Plan* including medical, dental and vision coverage, Pension Plan, and more!
• Dining Discounts - Get 50% off at our dining establishments in Vancouver, Victoria and Whistler through our Food & Beverage Discount Program
• Exclusive Experiences - One free stay through our Be Our Guest Program
• Full rate of pay following 90 days of service - $32.62/hour for Front Desk Agent shifts and $34.76/hour for Relief Guest Relations Manager shifts.

*full-time and part-time permanent status colleagues

Job Description

The Relief Guest Relations Manager covers first as Front Desk Agent and, when available, Guest Relations Manager shifts.

Summary of Responsibilities:
Reporting to the Director of Rooms, responsibilities and essential job functions include but are not limited to the following:

Front Desk Agent

• Greet, check-in, respond to requests and settle accounts while providing exceptional service.
• Take initiative to add a personalized experience.
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay.
• Maintain accurate records of daily transactions.
• Handle guest requests effectively and promptly.
• Cash handling which includes currency exchange and balancing a float.
• Become familiar with group resumes ensuring all details of incoming and outgoing groups are observed.
• Serve as sales agent promoting and up-selling hotel services.
• Monitor rooms' inventory to assist in maximizing rooms' revenue.
• Maintain an excellent working rapport with all departments in the hotel.
• Complete night audit tasks as assigned.
• Upholds the highest standard of internal and external customer service by applying our Service Standards at all times.
• Other duties as assigned.

Relief Guest Relations Manager

• Lead and support all aspects of the Front Office departments, including Front Desk, Reservations, Royal Service, Concierge, Guest Services, and Fairmont Gold, ensuring adherence to service standards and providing friendly, engaging service.
• Address guest concerns promptly, tracking and communicating with relevant departments to ensure memorable guest experiences.
• Continuously seek and utilize guest feedback to improve service quality.
• Promote Accor Live Limitless to enhance on-site loyalty member recruitment and implement Room Upsell programs to drive incremental revenue.
• Review arrivals and departures, manage VIP and special request reservations, and coordinate room assignments with relevant departments.
• Collaborate with Housekeeping and Guest Services on arrivals, departures, and lobby management, and oversee tours, groups, and conferences from a Front Desk perspective.
• Communicate operational needs and important information to teams through briefings, emails, and meetings.
• Maximize room revenue by balancing rooms inventory.
• Optimize productivity through effective staffing and scheduling.
• Coach and mentor Front Office colleagues in their personal and professional development.
• Act as an active member of the Emergency Response Team, including handling emergency procedures and fire panel management.
• Ensure a safe working environment by following and maintaining Health & Safety standards.
• Assist with special projects and tasks as assigned by the hotel leadership team.
• Other duties as assigned.

Qualifications

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Degree or Diploma in Hospitality Management is an asset
• Minimum of 2-year previous proven leadership experience
• Must have the ability to handle a multitude of tasks and Guest requests
• Knowledge of Opera Property Management System an asset
• Should possess or seek certification in basic First Aid
• Strong guest service orientation and training skills background required
• Ability to work independently and prioritize responsibilities
• Experience with a Hotel loyalty program an asset
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)

Additional Information

Canadian work authorization.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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