Guest Experience & Facilities Manager
Inspiring and engaging. As a Guest Experience Manager, you will show your leadership and interpersonal strengths to ensure an exceptional guest journey.

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning 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 activities, like Planet 21

What you will be doing:

• Lead and support hotel Team in ensuring the overall safety and security of all persons and property
• Implement emergency procedures and crisis management scenarios with leadership team, documenting and updating action plans
• Maintain Business Continuity Plan (BCP) electronic folders, printed binders and documents to ensure periodical audits are conducted to verify and confirm readiness of the team
• Train colleagues on emergency training, and Manager on Duty fire panel training
• Be first contact for emergency agencies
• Investigate and document any violations to law/property policy, accidents, complaints, criminal activity or crisis situations
• Ensure team's knowldge of the Accor ALERT and APACHE protocols and that these are implemented and supported accordingly
• Consistently conduct regular property walkthroughs.  Report and action any potential safety and security risks as well as any opportunitie sto improve condition of the property
• Manage Security contract/security officers including event resource scheduling
• Inspire, engage and guide the Fairmont Waterfront Team, with the commitment and support of the leadership team in the continuous pursuit of improving our guest experience and consistent delivery of Fairmont standards
• Monitor and review guest feedback on various platforms (VOG-TrustYou and OTA's)
• Represent and ensure responsiveness on behalf of hotel to guest comments
• Work with department leaders to follow-up on concerns and action opportunities
• Oversee the TrustYou platform communicating weekly/monthly reports; track, analyze, trends, performance and share customer feedback
• Take an active leadership role in guest experience enhancement meetings.  Utilize digital tools available, including but not limited to; Property Manager, TrustYou, and Royal Service Manager to identify and inform areas of opportunities as well as prorities
• In collaboration with the respective stakeholders, support ensuring hotel guest facing areas are maintained in the best possible condition through a lead role in planned preventative maintenance and supporting capital/special projects
• Assist with handling of guest complaints.  Support hotel operations through active participation with guests and colleagues 
• Co-chair the Health & Safety Committee; ensures updates and trends are reviewed and policy and procedures are changes based on best practices and the goal to reduce incidents
• Champion safe work practices, assisting with the implementation of colleague safe-working procedures, awareness programs and preventive measures
• Maintains and updates both departmental specific and hotel wide health and safety policies and procedure manuals
• Ensures property meets all conditions of Go2HR Certificate of Recognition (COR) Audit.  Works as liaison with WSBC and participates in audit annually
• Coordinates Health & Safety workplace programs; completes reports and audits after accidents/injuries for the purpose of identifying areas of weakness or concern
• Attends hotel wide departmental meetings on a regular basis to review pertinent health and safety topics.  Conducts visual audits of departments and ensures follow up with concerns
• Maintain and replenish all first aid supplies and equipment
• Oversee hotel security camera system, including investigation/sharing of footage when required/permitted
• Manage electronic and hard keys within the hotel
• Other duties as assigned

Your experience and skills include:

• Passion for Guest Service and Service focused personality is essential and previous leadership experience required
• Excellent written and verbal communication, interpersonal and leadership skills
• Successful in prior roles that require strong problem solving abilities and diplomacy
• Current industrial/occupational first aid certified including CPR and AED training an asset
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Proven ability to build and maintain good relationships with all stakeholders
• Ability to lead by example, believe in a strong team culture and set the scene for high performance
• Minimum 2 years of experience in a leadership role within like business
• Must be available to work a variety of shifts including weekends and  holidays, mornings, mid days, evenings, and overnights
• Ability to work independently, prioritize responsibilities and able to react professionally under pressure
• Comfortable dealing with  security related issues and persons under stress
• Experience with a Hotel loyalty program an asset
• Computer proficiency in a Windows environment, Word, Excel, PowerPoint
• Degree or Diploma in Hospitality Management is an asset

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

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

#LI-PNWWFC