Assistant Director, Loyalty and Guest Experience

Do you enjoy helping others and building emotional connections to make people feel special and welcomed? If so, then we want YOU to be part of our Fairmont Royal York family.

Every day you will be responsible for engaging with our guests, clients and colleagues. You will create the essential Toronto experience at the hotel that has been a Canadian icon for over 91 years.  You will be given the responsibility to ensure that our guests and colleagues feel WELCOMED, CARED FOR and INCREDIBLE. Being part of the Fairmont Royal York family is more than providing warm and consistent service. As an ambassador of Fairmont Royal York, you will take the initiatives necessary to turn moments into memories by taking the time to understand our guests’ purposes: why are they staying at Fairmont Royal York, what is their length of stay and what are their preferences and passions? Making our guests feel heard and cared for creates an emotional connection to our brand and builds loyalty. 

These emotional connections are not just for guests. As part of the Fairmont Royal York family, you will be tasked with creating impactful relationships with your colleagues.

As a Professional Leader, you will lead yourself through: positive orientation, self-development self-management, problem solving and decision making. You will lead others through: leading and engaging with your team, developing others and communicating effectively. You will lead the business by: being guest-focused, forward-thinking and planning, business awareness and business improvement.

If creating these lasting relationships and experiences excites you, read more about how your role supports our vision of continuing to create the essential Toronto experience!

What is in it for you:

• Employee Assistance Program (EAP)
• Extended Healthcare Plan Coverage
• Opportunity to develop your talent and grow within the Company and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• All Heartists Travel Program for stays at properties world-wide

What you will be doing to Create the Essential Toronto Experience:

As our Assistant Director, Loyalty and Guest Experience, you are constantly looking at how we can improve the experience of our guests before, during and after their stay. In this role you are coordinating information between our loyalty sources and our operational sources to ensure guest needs are met. You oversee the communication with our guests from immediately after time of booking until post stay communication is sent. You regularly monitor metrics that gauge our success in delivering the brand promise and assist the Director of Guest Experience with overseeing the Guest Experience teams.

• Act as property champion for both loyalty and guest experience programming
• Frequent coordination between departments and divisions to improve communication about guest needs
• Maintain regular attendance in compliance with Fairmont Standards as well as be available to work flexible shifts which would include but is not limited to : mornings, afternoons, evenings, weekends and holidays
• Work with Sales Department, Front Office, and Fairmont Gold to develop and execute in-hotel member acquisition plans targeting top travelers from key corporate accounts and repeat guests. 
• Assist with arranging and conducting on-property training in the areas of Loyalty & Guest Experience
• Complete Daily Front Desk Audits and Monthly ALL Audits
• Complete points reconciliation for members and monitor audit requirements
• Monitor access controls related to loyalty databases
• Review and respond to guest surveys and manage the GM inbox for guest feedback
• Analyze guest feedback to identify trends and implement solutions
• Oversee the Loyalty and Guest Experience teams
• Manage the Guest Experience desk 
• Be a key driver of guest satisfaction and successful achievement of hotel KPI’s
• Professionally handle guest member feedback both “in person” and formal letter, ensuring effective follow up to support improvement in JD Power goals.
• Ensure VIP guests stays are managed from the time of booking through to post-stay
• Assist with managing payroll
• All other duties as assigned   

Your experience and skills include:

• Excellent knowledge of Front Office Procedures
• Knowledge of Micros Fidelio Opera and Microsoft Office Applications
• Minimum of two years as a Front Office leader in a medium to large sized hotel
• Highly organized, detail oriented and driven to achieve excellence
• Previous Loyalty Program experience an asset 
• Exceptional interpersonal skills
• Exceptional written and verbal communications skills
• Diploma/Degree in Hotel Management an asset

Physical Aspects of Position (included but not limited to):

• Prolonged sitting while completing administrative tasks
• Standing and walking throughout shift
• Occasional ascending or descending ladders, stairs and ramps

About Fairmont Royal York: 

For over 91 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun. To learn more, click  here.

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

Note: Must already be legally entitled to work in Canada to be considered for the position