Central Services Manager

Inspiring and engaging. As Central Service Manager, you will show your leadership and interpersonal strengths to maximize the Central Services operation operations, and ensure an exceptional guest journey.

What is in it for you: 

• Employee benefit card offering discounted rates at Accor properties worldwide 
• Complimentary access to our learning and development programs through our Academies 
• Opportunity to develop your talent and grow within your property and across the world! 
• Ability to make a difference through our Corporate Social Responsibility initiatives

What you will be doing:

Reporting to Rooms Division Manager, you will strategically lead the Central Services team, overseeing luxury guest services, team performance and development to support the vision and guest experience of Fairmont Hotel Vancouver. Other duties include:

• Leading the team by example by offering professional, friendly and engaging servic
• Coaching and supporting the Central Services department to ensure all brand and service standards are met to the highest level of guest satisfaction
• Creatively and effectively collaborating with leaders across the hotel to ensure seamless operation and guest experience
• Maintaining expert knowledge in order to train new colleagues on the use of Telephone Operator Software, radios, Opera Property Management system, F&B Point of Sale Systems, Open Table, ALICE (Concierge Program), InTouch & I’m on my way System
• Actively seeking and analyzing guest feedback, resolving guest experience issues in meaningful ways, and driving sustainable performance and guest satisfaction scores through our Voice of Guest platform
• Inspiring Colleague Engagement through active leadership, meaningful action planning, and timely recognition
• Communicate through pre-shift briefings, emails and departmental meetings to ensure team is up-to-speed on pertinent information for the respective shift and areas of operation
• Hosting regular communication meetings and briefings and following up by email to ensure the team is up to speed all news, events, updates, and happenings
• Mentoring, coaching, and advising colleagues and leaders in your department in personal & professional development while actively working on a succession plan for your team
• Ensuring proper staffing and scheduling in accordance with productivity, budget, and labor guidelines
• Providing daily leadership support for the Front Desk, Concierge, Fairmont Gold and Guest Services teams
• Maximizing room revenue through incentives and initiatives related to room upsells, in-room dining upsells, and participation in revenue management meetings
• Acting as a department champion for our loyalty program, hosting enrollment contests for the team and monitoring VIP arrivals daily to ensure expectations are met or exceeded
• Staying up to date on current industry trends, services, and technology
• Driving ECOSURE & LQA action planning and improvement plans
• Role modeling our Service Essentials, Service Culture and Heartist Models
• Active Member of our Emergency Response Team, ensuring the team is well-versed and in emergency procedures and general crisis management, including fire, emergency, and evacuation procedures; fire panel management; and guest communication during crises
• Promoting a safe working environment and adhering to all health & safety protocols
• Completing any other duties and special projects as assigned

Your experience and skills include:

• Service focused personality is essential and previous leadership experience required
• Prior experience working with Opera or a related system
• Proven ability to build and maintain good relationships with all stakeholders
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• Ability to lead by example, believe in a strong team culture and set the scene for high performance
• University degree or College diploma in Hotel Management preferred
• Ability to work a flexible schedules including evenings, weekends, holidays, and overnights as needed

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

• Frequent sitting throughout shift
• Occasional standing, kneeling, pushing, pulling and lifting

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 chateau-style green-clad 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, five-year 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.

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