Guest Services Manager
Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues and Leaders are turning moments into memories for our guests at Fairmont Hotels & Resorts. Showcase your leadership and interpersonal strengths as Guest Services Manager, where you will foster an engaged team, maximize operations and ensure exceptional guest service. Reporting to the Director of Front Office, the Guest Services Manager is responsible for ensuring the smooth and efficient operation of Bell Services, Door and Valet Services. The Guest Service Manager will ensure that all standards, procedures and guest satisfaction objectives are met and exceeded on a consistent basis.

Hotel Overview:  

Recognized as one of Top 21 Iconic Hotels in the World by National Geographic Traveler magazine, honoured with Travel + Leisure distinction as Top Canadian Hotel, and regarded as a Condé Nast Readers’ Choice and Gold List hotel, Fairmont Empress is located in Victoria, BC overlooking the city’s sparkling Inner Harbour. In June 2017, Fairmont Empress 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, Q Bar’s regionally focused cocktail culture, and a reimagined Fairmont Gold Lounge with stunning harbour views.  Served daily since its opening in 1908, world famous Tea at the Empress is served in the sophisticated Lobby Lounge. Located on the picturesque West Coast of Canada, Fairmont Empress is the ideal starting point to explore the stunning natural beauty of Vancouver Island.

Summary of Responsibilities:
Responsibilities and essential job functions include but are not limited to the following: 

• Maintains a high level of professionalism in all aspects of job performance.
• Ensures our Accor Live Limitless members are recognized upon arrival, receiving a warm greeting and appropriate assistance
• Ensures Fairmont standards, procedures, and practices are followed by providing the highest quality of colleague training, monitoring performance and providing coaching on an on-going basis
• Policies are in place and maintained to prevent damage and loss of guest’s belongings and hotel property.  Responsible for regular maintenance of equipment including bikes and bell carts
• Policies are in place and maintained to prevent damage to Guest vehicles
• Ensures the achievement of financial objectives through accurate staffing and scheduling, consistently monitoring productivity and ensuring the accurate administration of payroll.
• Develops an engaged, enthusiastic and guest driven team through recruitment, personal and professional development and reward.
• Promotes positive colleague relations through an environment that encourages open communication trust and mutual respect
• Accurate administration of the Collective Agreement
• Plans regular and effective communication with all Guest Services colleagues through individual and departmental communication meetings and Pre-Shift briefings
• Cooperates, coordinates and communicates with other departments of The Fairmont Empress to ensure the highest level of Guest Service is maintained
• Ensuring that all Health & Safety standards are met, procedures followed, and that employees have the correct knowledge and tools to work safely. Member of the Emergency Response Team
• Provide leadership support to the extended Front Office Team including Front Desk, Royal Service, Concierge, and Reservations
• Provide leadership support and mentorship to the Assistant Front Office Managers including Guest escalations in the absence of the Director of Front Office
• Duty Manager shift coverage as required
• Performs any and all other tasks as required

Qualifications:

• Minimum 2 years' previous management experience in Front Office operations.
• Knowledge of computerized Front Office systems required with emphasis in Property Manager
• Proficiency in Word and Excel. Excellent written and verbal communication skills required
• University degree or College diploma in Hotel Management preferred
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Superior leadership and coaching skills with a proven track record of developing and motivating career minded professionals
• Ability to work independently and prioritize responsibilities and handle a multitude of tasks, colleagues and guest requests
• Highly responsible & reliable
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
  Ability to work cohesively as part of a team
• Passion for guest service, strong guest service orientation and training skills background required
• Must be physically able to lift luggage and possess a valid class 5 driver’s license with clear abstract.

Visa Requirements: Legally able to work in Canada  

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