Assistant Director of Front Office, Guest Experience & Loyalty Full-time

Recognized as the #1 Best Canadian Hotel in Travel + Leisure's 2024 World's Best Awards, Fairmont Empress is located in Victoria, BC, overlooking the city's sparkling Inner Harbour. A Forbes recommended and MICHELIN key hotel that offers 431 beautifully appointed guest rooms and suites, Fairmont Spa with signature West Coast experiences, and Q at the Empress featuring Pacific Northwest cuisine, an award-winning wine list, and regionally focused cocktail culture. World-famous Tea at the Empress is served in the Lobby Lounge with stunning harbour views.

The magnificent property completed a $60+ million restoration in 2017 that celebrated its proud history while moving the hotel into a new era of modern luxury and transforming the iconic property into a must-visit destination. In 2023, the property introduced a revamped Fairmont Gold Experience, including a major renovation to the Fairmont Gold floor. 88 Fairmont Gold rooms and a newly renovated lounge are ready to accommodate guests. Located on Vancouver Island, Canada's Castle on the Coast is the ideal starting point to explore British Columbia's stunning natural and expansive beauty. Historic Hotels Worldwide recognizes the property's prestigious grounds as the Top 25 Most Magnificent Gardens in the World.

What is in it for you:

• Employee benefit card offering discounted rates at Accor properties worldwide 
• Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver 
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world! 
• Complimentary meal during your shift through our Colleague Dining Program 
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through GreenShield
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Competitive Salary starting at $69,600

What you will be doing

• Lead Guest Services and Concierge teams as the head of the department, driving KIP aligned with hotel goals.
• Support the Director of Front Office in the strategic planning, organization, and execution of Front office operations; acting as proxy to the Director in their absence.
• Lead the team to deliver consistent, anticipatory and elevated service aligned with brand and luxury standards
• Personalize experiences for all guests, with particular focus on VIP’s, repeat guests, and ALL Accor Members
• Act as a key operational leader within the Front Office division, cultivating a high-performing culture of accountability, engagement, and a commitment of excellence.
• Monitor performance of team members and provide coaching, development and progressive corrective action where required.
• Create a culture of guest recognition, ensuring proactive engagement.
• Monitor operational performance, guest feedback, identify trends while implementing action plans to improve performance and satisfaction
• Oversee daily operations of Bell, Valet, Concierge, and Guest Services with precision and consistency.
• Monitor parking revenues and implement initiatives to maximize performance while safeguarding guest satisfaction.
• Ensure equipment such as bell carts and bicycles are maintained in pristine condition
• Maintain strong communication across Rooms departments to support effective and efficient guest arrival, room assignment flow, and guest experience delivery
• Support labor planning, scheduling, and productivity management in line with budget and forecast expectations
• Act as Manager on Duty as required, providing leadership presence and support across the hotel
• Contribute to the development and implementation of SOPs, training programs, and operational standards
• Maintain a strong presence in the operation, ensuring a high level of visibility with both guests and colleagues
• Ensure full compliance with hotel policies, brand standards, and safety procedures
• Member of the Emergency Response Team
• Performs any and all other tasks which are assigned by management

Reporting to the Director of Front Office, the Assistant Director of Front Office, Guest Experience & Loyalty plays a key leadership role in overseeing the daily operation and strategic direction of the Guest services and Concierge teams, while supporting the broader Front Office operation.

This role plays a critical part in delivering exceptional guest experiences, driving operational excellence, and supporting the achievement of strategic and financial objectives. As a critical partner to the Director of Front Office, the Assistant Director helps lead a high-performing team, foster a culture of service excellence and ensures alignment across the Rooms Divisions department.

Your experience and skills include

• Previous leadership experience in Front Office, Reservations, or Rooms Division, ideally in a luxury or high-volume environment
• Proven ability to lead teams, develop talent, and drive performance
• Strong understanding of hotel operations, including Front Office systems and reservation platforms
• Ability to balance operational demands with strategic priorities
• Highly organized, adaptable, and able to manage multiple priorities in a fast-paced environment
• Strong analytical and problem-solving skills, with the ability to translate data into action
• Excellent communication and interpersonal skills
• Experience working cross-functionally with Revenue Management and Sales teams is an asset

Physical Aspects of Position (include but are not limited to):

• Physically capable of performing repetitive work

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

Your team and working environment: Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds – where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

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