Guest Services Supervisor
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.
As an Emerging Leader, you will lead yourself through: positive orientation, self-development, self-management and problem solving. You will lead others through: leading by example, engaging with the teams, developing others and communicating effectively. You will lead the business through being guest-focused and aware of the business and identifying areas of improvement.

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:

The Guest Services team is the first and last guest touch point at our property – as the manager you lead the team who creates a warm welcome and sends our guests off with a fond farewell. You enjoy working in the operation and being on the front lines of the guest experience, regularly coaching and supporting your team at our entrances and lobby spaces. You thrive in a fast paced environment, enjoy troubleshooting for your team and the challenge of creating the desired guest experience motivates you to achieve a great guest experience at all times

• Lead and supervise the day-to-day operation of the department to ensure service standards are followed with friendly and engaging service
• Ensure the daily smooth running of the Guest Services team, which is made up of the Door, Bell, and Valet teams
• Coordinate the training, operations, and success of the valet department
• Leadership point of contact on the driveway, ensuring smoother arrivals and departures. Leading the team on organization, intake, communicating capacity limits and alternatives for guests
• Implementing arrival and departure SOP’s, fostering a service oriented culture
• Understand and exemplify the service standards for each role
• Respond to both employee and guest issues promptly, completing follow up and involving the Guest Services Manger when taking corrective action as required
• Liaise  with other department to ensure smooth guest arrival and departure experience
• Act as property champion for valet parking system and assist with coordinating with external parking contacts
• Regularly inspect both guest and employee facing workspaces to ensure they are clean, well maintained and appropriately stocked
• Liaise with VIP parties ( i.e. State Visits) special attention guests, ensuring that transportation is in order, inspecting where necessary
• Thorough knowledge of emergency procedures ( Emergency Preparedness Manual ) and general crisis situation procedures
• All other duties as assigned

Your experience and skills include:

• Service focused personality is essential
• Passionate about guest experience
• Strong computer skills, especially knowledge of Opera Property Management System, Microsoft Word and Excel.
• Minimum of two years previous experience in a Rooms department, preferably Front Office operations
• Must have a well-rounded understanding of all aspects of hotel operations
• Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignments and additional duties.
• Must work well under pressure in a fast paced environment and handle conflicting priorities
• College degree in Hospitality management or related field preferred

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

• Regular standing and walking throughout shift
• Frequent lifting and carring up to 50lbs 
• Constant kneeling, pushing, pulling, lifting
• Frequent 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.

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.

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