Director of Engineering
Fairmont Empress is searching for a talented individual who has proven success in providing strategic support and leadership to multiple departments ensuring exceptional service product & standards, maximized operating results and driving memorable guest experiences in a luxurious environment.

Hotel Overview:  

Recognized as one of Top 21 Iconic Hotels in the World by National Geographic Traveler magazine, honoured with Travel + Leisure Magazine’s World’s Best Award for Top 10 City Hotels in Canada, and awarded Best Historic Hotel in the Americas, Fairmont Empress is located in Victoria, BC overlooking the city’s sparkling Inner Harbour. Fairmont Empress recently completed a $60+ Million restoration that celebrates its proud history while moving the hotel into a new era of modern luxury transforming this iconic property into an elegant must-visit destination for the world's discerning travelers. This Forbes Four-Star, 4-Diamond property offers 464 beautifully appointed guest rooms and suites, Willow Stream Spa with signature West Coast experiences, Q at the Empress Restaurant featuring Pacific Northwest cuisine and award winning wine list, and Q Bar with its regionally focused cocktail culture was recently named to Canada’s 50 Best Bars list. World famous Tea at the Empress is a bucket list experience in the hotel’s sophisticated Lobby Lounge. Located on Vancouver Island, Canada’s Castle on the Coast is the ideal starting point to explore British Columbia’s stunning natural beauty.

Summary of Responsibilities:

Reporting to the Director of Operations, the Director of Engineering is an active & contributing member of the Extended Executive Committee, overseeing the effectiveness of the Engineering department, employee performance, product maintenance & upkeep and capital project management in a luxury environment. The successful candidate must possess superior problem solving skills and the ability to contribute in a high functioning team environment, demonstrating analytical skills, creativity, strategic planning skills and strength as a developer & leader of others. Responsibilities and essential job functions of the Chief Engineer position include, but are not limited to, the following:

• Provides guests with flawless, proactive and sincere luxury product & services from an engaged and empowered workforce committed to creating a memorable experience
• Demonstrates a commitment to Service Excellence; leads the strategic implementation of customer satisfaction improvement activities measured through VOG (TrustYou) and in keeping with our luxury standards of service from curb to pillow
• Spearheads the Problem Resolution process SCORE within the Engineering department; communicating with guests as and where appropriate, ensuring that issues are being resolved during the stay; establishes a monthly reporting system that allows to solve potential issues proactively
• Collaborates with the Director, Rooms regarding customer feedback and guest satisfaction results; ensures to engage with customers in a timely manner through multiple avenues; reviews monthly reports and analyzes feedback review patterns; develops strategies for luxury service and product improvements based on provided guest feedback
• Liaise with the Rooms Division and Food & Beverage and other related departments to coordinate guest services and resolve emerging issues promptly. Manage the Engineering ticket system to ensure streamlined communication throughout the hotel.
• Manage and re-evaluate the need for service contracts and look for efficiencies in the management of such processes.
• Work closely with the Housekeeping Management to find efficiencies between maintenance and housekeeping to exceed guest and employee expectations.
• Manages the physical plant including equipment, refrigeration, HVAC, plumbing, water treatment and electrical systems in accordance with Standard Operating Procedures.
• Ensures that monthly financial outlooks and results for the Engineering department  are accurate; maintains departmental efficiency/productivity and essential luxury product and guest services; maximization of effective cost control
• Develops the annual POMEC budget from a cost, productivity, and efficiency perspective; spearheads and coordinates capital planning with department heads; involved in the development and execution of hotel wide five year strategic plan
• Hotel representative for all major renovations and product upgrade projects & initiatives; leads and coordinates internal preventive maintenance programs
• Oversees employee and leader planning, recruitment, selection and development through goal development and coaching
• Coaches and mentors colleagues; creates an environment that allows colleagues to exceed guest expectations and provide a path for career development within Accor
• Leads the Engineering department to maintain superior colleague engagement through action planning as a result of the Colleague Engagement Survey including continuous improvements
• Ensures colleague concerns are resolved in a professional and timely manner
• Builds and maintains employee relationships; conducts monthly communication meetings; ensures appropriate and timely recognition for individuals and teams;  participates in organizing divisional and hotel recognition events
• Proactively builds, develops, maintains and manages strong working relationships with all other departments
• Contributing to a positive hotel culture and success of ongoing Service Promise training, Heartist Culture & organizational Core Values 
• Establishes and monitors effective goals and measurements for the Engineering Department; exceeding expectations of all four pillars (colleagues, owners, guests and brand) 
• Assists in and coordinates ECOSURE & LQA action planning and improvement plan implementation; collaborating with other departments to improve year-over-year performance , ensuring a consistent delivery of luxury product and services
• Involved and active within hotel committees; plays an integral role in strategic sustainability planning; ensures environmental initiatives are adhered to, and new and innovative environmental opportunities are implemented
• Promotes health, safety and wellbeing of our guests and co-workers by having in-depth knowledge of the Hotel's crisis and emergency procedures; responsible for crisis management planning & execution within the Rooms division; member of hotel crisis management team; understands and implements the corporate crisis communication procedures within the Engineering department  
• Monitors utility management programs to ensure cost effective use of utilities; proactively making suggestions to reduce consumption values without effecting the guest experience
• Leads and guides through the extensive Preventative Maintenance Program for guestrooms, public areas and safety systems; facilitating proactive programs that protects and maintains the asset in an elegant and luxurious condition
• Manages and re-evaluate the need for service contracts and looks for efficiencies in the management of such processes
• Networks with peers in the Pacific Northwest Region and within our industry; reviews industry trends for new and innovative luxury service and product opportunities
• Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics and ensures Service Essentials and Brand Standards are in place and executed 
• Performs any and all other tasks which are assigned by the executive management
• Oversees the Grounds/Landscaping Department

Qualificiations

• 7 years of experience as a Maintenance Supervisor/Chief Engineer in a luxury hotel, retail environment or other facilities providing high end commercial services.
• Excellent knowledge of building HVAC operations, Plumbing, Mechanical and Electrical systems
• Must have experience in leading a team of maintenance employees
• Skill in use of computers and software programs associated with Property Operations
• Must have knowledge of blueprints; reading, understanding and analyzing, experience and working knowledge of Auto Cad preferred
• Well versed in regulations such as building codes, fire, and health and safety, including British Columbia’s Occupational Health & Safety Regulations
• Must have experience in managing capital budgets
• Demonstrated commitment to continuous improvement with current knowledge on cutting edge technologies
• Engineering degree/diploma an asset; 
• Must be proactive with strong problem solving abilities to ensure the highest level of productivity at all times.
• Creative and willing to take risks
• Proven success in energy management (including project payback analysis)
• Ability to positively communicate and instruct employees, with ability to rephrase or translate complex technical information so others may easily understand 
• Ability to work effectively under pressure, changing conditions and priorities
• Ability to handle multiple complex projects concurrently with a focus on results
• Results oriented with the ability to be flexible and work well under pressure