Guest Relations Manager
Do you enjoy helping others and building emotional connections to make people feel special and welcomed? If so, then we want YOU to be part of our Fairmont Royal York family.

Every day you will be responsible for engaging with our guests, clients and colleagues. You will create the essential Toronto experience at the hotel that has been a Canadian icon for over 91 years.  You will be given the responsibility to ensure that our guests and colleagues feel WELCOMED, CARED FOR and INCREDIBLE. Being part of the Fairmont Royal York family is more than providing warm and consistent service. As an ambassador of Fairmont Royal York, you will take the initiatives necessary to turn moments into memories by taking the time to understand our guests’ purposes: why are they staying at Fairmont Royal York, what is their length of stay and what are their preferences and passions?

Making our guests feel heard and cared for creates an emotional connection to our brand and builds loyalty. 

These emotional connections are not just for guests. As part of the Fairmont Royal York family, you will be tasked with creating impactful relationships with your colleagues.

If creating these lasting relationships and experiences excites you, read more about how your role supports our vision of continuing to create the essential Toronto experience!

What is in it for you:

• Employee Assistance Program (EAP)
• Extended Healthcare Plan Coverage
• Opportunity to develop your talent and grow within the Company and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• All Heartists Travel Program for stays at properties world-wide

What you will be doing:

To ensure the successful service delivery and smooth operations of the Accor Live Limitless Program and VIP protocol. The role will be guest driven, ensuring these guests’ expectations are exceeded whenever they are staying at The Fairmont Royal York. Communication to all colleagues with VIP arrivals and needs, any relevant member information, any. The successful applicant will be The Fairmont Royal York’s Service Ambassador to Guests and will be Ran advocate for superior service and a Service Zealot for perfection!

• Ensure we meet all Accor standards for Accor Live Limitless Loyalty Operations
• Maintain regular attendance in compliance with Fairmont Standards as well as be available to work flexible shifts which would include but is not limited to : mornings, afternoons, evenings, weekends and holidays
• Must abide by the grooming standards set out in the colleague handbook as well as any further requirements which are deemed necessary by your manager
• Identify and solicit potential new ALL members
• Be a visible and accessible “ambassador” for VIP and ALL members and ensure their preferences and requests are satisfied.  Spot-check room assignment, greet designated guests during the check-in/check-out process
• Work closely with other departments such as Executive Office, Food & Beverage, Front Office, Fairmont Gold, Housekeeping, Royal Service, Engineering and Guest Services to ensure consistent delivery of VIP and ALL standards and more throughout their stay
• Orchestrate pre-registration and check-in of all Loyalty/VIP Guests’ rooms
• Be able to perform a variety of guest requests and think creatively when called upon in order to establish a memorable experience for every guest and member
• Build relationships with our members and ensure ACDC updates are top of mind
• Tracking Accor Live Limitless reservations and patterns to ensure your hotel has sufficient usage data to predict and satisfy future Loyalty guest demands
• Ensure the Guest Experience desk is always fully functional including computers, Printers, CC swipes, Ving machines and any other work tools
• Ensure Desk is always stocked with minimum par levels for key folders, key packets, enrolment forms, enrolment cards, Registration slips
• Identify and resolve guest concerns prior to guest departing
• Work collaboratively to monitor the General Manager’s guest contact inbox
• Follow-up with colleagues on any guest complaints
• Be able to participate proficiently in functions outside one’s department when called upon

Your experience and skills include:

• Excellent interpersonal and communication skills
• Excellent knowledge of Front Office Procedures
• Knowledge of Micros Fidelio Opera 
• Minimum of one year Front Desk Leadership Experience 
• Exceptional written and verbal communications skills
• Diploma/Degree in Hotel Management an asset
• Flexibility with schedule required 
• Previous training experience
• Additional experience in Food & Beverage, Guest Services, Sales and Rooms Division is an asset

Physical Aspects of Position (included but not limited to):

• Constant standing and walking throughout shift
• Frequent lifting and carrying up to 30 lbs
• Occasional ascending or descending ladders, stairs and ramps

Your team and working environment

For over 91 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun. To learn more, click here.

Note: Must already be legally entitled to work in Canada to be considered for the position.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

In order to keep our employees and the general public safe from the threat of Covid 19 and the rise of variants in the community, the  Hotel has implemented a Covid-19 Vaccination Policy.

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