POSITION:                             Fairmont Gold Assistant Manager

DEPARTMENT:                     Rooms

EFFECTIVE DATE:               May 2, 2022

Assistant Manager, Fairmont Gold

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 Assistant Manager, Fairmont Gold, you will bring our exceptional “Fairmont Gold standards” to life in our Fairmont Gold Lounge and beautifully renovated rooms.  

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
• Coordinating all aspects of the Fairmont Gold floors, to ensure the smooth operation and highest level of guest satisfaction at all times
• Ensuring that all team members have the necessary resources available to exceed guest expectations
• Consistently seeking ideas for enhancing the Fairmont Gold product and services
• Maintaining communication with all departments within the hotel to ensure that Fairmont Gold standards are delivered on a consistent basis
• Tracking and forecasting daily, weekly and monthly Fairmont Gold occupancy
• Strong and effective communications with all other departments, highlighting Fairmont Gold area to ensure the proper level of service to our guests
• Supervising all contributing staff members who provide services to the Fairmont Gold area to ensure that the appropriate services levels are provided and achieved at all times
• Handle Fairmont Gold guest concerns in relations to the areas and react quickly, logging, following up and bringing to full resolution
• Liaise with Front Office team to ensure smooth arrival/departure of Fairmont Gold guests, Fairmont Gold inventory management and collaborate on initiative to provide five star service
• Balance operational, administrative and Colleague needs
• Lead the operation of the Fairmont Gold arrival and departures experience.
• Involvement with training, development and performance management of all Fairmont Gold Attendants
• Participating in recruitment and training of new Fairmont Gold Attendants
• Follow department policies, procedures and service standards
• Follow all safety policies 
• Other duties as assigned

QUALIFICATIONS:

• Previous proven supervisory experience and 1 year of Front Desk experience
• Computer literate in Microsoft Window applications required
• A thorough understanding of the structure of the tourism and travel industry
• A sound knowledge of major cultures and expectations of travelers when abroad
• Food and Beverage service experience and asset
• Serving It Right certification 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