Guest Relations Manager

AccorHotelVancouver, British Columbia, Canada

30+ days ago

Salary

CA$62,000.00 yearly

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 $62000 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 companymatched 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 companyprovided 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 brands 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 serviceoriented 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 detailoriented and able to manage conflicting priorities

Ability to lead by example and foster a highperformance team culture

Willingness to work a flexible schedule including rotating shifts and extended hours

Physical Requirements :

Ability to thrive in a dynamic fastpaced 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 chateaustyle greenclad 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 fiveyear 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

Remote Work : Employment Type :

Fulltime