ASSISTANT FRONT OFFICE MANAGER

At Fairmont Empress, unparalleled service and luxury await guests of Fairmont Gold, our exclusive “hotel within a hotel” experience. By fostering an engaged team of service professionals as Assistant Manager, Fairmont Gold, you will bring our exceptional “Fairmont Gold standards” to life in our Fairmont Gold Lounge and beautifully renovated rooms.

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
• Opportunity to develop your talent and grow within your property and across the world! 
• Complimentary meal during your shift through our Colleague Dining Program 
• Complimentary uniform laundering
• 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)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs

What you will be doing:

Front office operations

• Oversee Front Office daily operations as “manager on duty”, with direct accountability for leadership of Front Office operations (Front Desk, Guest Services, Reservations, and Royal Service).
• Supporting company and hotel policies and procedures including the promoting and participation in Colleague Engagement, Health and Safety, Voice of Guest, Forbes Luxury Standards, and ALL Loyalty Program
• Taking charge of Groups and Tours from a Front Office perspective from pre-convention meetings to on-site support for Directors and Guests
• Liaise with key departments (Housekeeping, Food & Beverage, Royal Service, Reservations and Sales and Conference Services) to ensure smooth sense of arrival and departure
• Thorough knowledge of emergency procedures and general crisis situation procedures
• Participating in scheduling, ordering, and financial reporting
• Attendance at all required Hotel meetings.
• All other duties as assigned.

Guest Relations

• Liaise with VIP parties, special attention guests, ensuring that accommodation is in order, inspecting where necessary, greet, escort and contact when possible upon arrival.
• Responsible for ensuring that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas.
• Liaise with the F&B team to ensure proper communication of amenities and guest requests

People management

• Ability to work effectively and provide leadership in a management team with shared responsibilities.
• Coaching and development of Colleagues to ensure service standards and goals are met and exceeded
• Participating in interviewing, recruiting and selection of new team members

 

Your experience and skills include:

• Excellent knowledge of Front Office Procedures
• Knowledge of Micros Fidelio Opera and Microsoft Office Applications
• Previous leadership experience required
• Highly organized, career and result oriented with the ability to be flexible with work hours including night shifts days off, assignments and additional duties.
• Must be able to work well under pressure in a fast-paced and constantly changing environment
• Professional manner, positive and resilient personality and ability to work with minimal oversight
• Excellent interpersonal and communication skills, both written and verbal.
• Degree/Diploma in Hospitality Management or a university degree, a strong asset
• Second language is an asset

 

Physical Aspects of Position (include but are not limited to): 

• Constant standing and walking
• Occasional bending and kneeling
• Occasional carrying and lifting

 

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

Your team and working environment:

Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds – where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

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