Manager, Fairmont Gold Lounge 

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 Fairmont Gold Lounge Manager, you will bring our exceptional “Fairmont Gold standards” to life in our Fairmont Gold Lounge.

Hotel Overview:  

Fairmont Empress is the destination in Victoria, located in the heart of the city overlooking Victoria's sparkling Inner Harbour. The 464 room hotel has completed an exciting $60 million dollar strategic renovation. This transformation has married the original classic details with world class modern touches creating a luxury oasis with unique food and beverage venues celebrating the Pacific North West as well as a rejuvenating Willow Stream Spa.  The hotel has partnered with Forbes to continue to elevate our unique West Coast culture and service to provide individual and authentic guest experiences.

RESPONSIBILITIES:

Reporting to the Fairmont Gold Manager, responsibilities and essential job functions include but are not limited to the following:          

• Consistently offer professional, friendly and engaging service
• Lead and manage the Fairmont Gold Attendant team to ensure all Fairmont Gold standards and operating procedures are adhered to
• Ensure the highest possible revenues are generated for Fairmont Gold with a minimum of associated expenses.
• Identify and develop existing policies and procedures to improve the guest experience
• Guide guest experience as Fairmont Gold Lounge Concierge lead.
• Accor Live Limitless Loyalty Champion for Fairmont Gold.
• Lead the Fairmont Gold team to excellent results on targeted KPI’s including Fairmont Gold Revenue, ADR, Labor management, EES, TrustYou, Forbes
• Track and forecast daily, weekly and monthly Fairmont Gold occupancy levels and plan the department accordingly
• Handle Fairmont Gold guest concerns in relations to the areas and react quickly, logging, following up and bringing to full resolution
• Develop and maintain contacts with business partners, concessionaires and counterparts of Fairmont Gold throughout Fairmont Hotels & Resorts
• Handle guest concerns and react quickly, logging and notifying proper areas
• Conduct monthly inventory of liquor and small wares in coordination with the Stores department.
• Responsible for maintaining luxury standards in Fairmont Gold Lounge with primary focus on elevated food and beverage experiences.
• Operate Fairmont God Lounge as luxury full service restaurant.
• Maintain targeted beverage cost, managing inventory controls and service procedures for Honor Bar and other guest purchases.
• Work with the Executive Chef and Fairmont Gold Manager to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation.
• Work with Q Bar Manager to demonstrate elevated cocktail experience in Fairmont Gold Lounge.
• Responsible for Fairmont Gold Attendants performance including recruitment, training, scheduling and performance management.
• Balance operational, administrative and Colleague needs
• Follow department policies, procedures and service standards
• Follow all safety policies 
• Other duties as assigned

QUALIFICATIONS:

• Previous leadership experience in a similar guest relations capacity required
• Previous Food & Beverage leadership experience required
• Serving It Right certification required.
• Computer literate in Microsoft Window applications required
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively  as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times