Fairmont Gold Manager

Company Description

Take part in the sustainable travel revolution at our harbor-front, eco-conscious hotel, which is home to Vancouver's first green roof and honey bee apiary. You'll be involved in building Fairmont Waterfront's ongoing reputation of excellence, which has recently seen us recognized as the 2nd Best Hotel in Canada by the readers of Conde Nast; Fairmont Waterfront offers relaxed luxury, incredible water views and is just steps away from Vancouver's seawall, Gastown and Canada Place. About us:

Why work at Fairmont Waterfront?

• Deeply committed to sustainability and community
• More than 50% of leadership team including c-suite, are women
• Firm believers in diversity - we have colleagues from 60 countries
• Passionate advocates for the LGBTQSIA + community - 365 days of the year, gender inclusive change rooms, on-going diversity training for all colleagues, hotel level committee and representation
• Industry leading Leadership program and learning program through our Academies
• Great perks - Colleague Travel Discount Program* that provides discounted rates for travel to over 5500 Accor hotels Worldwide, food & beverage discounts, transit reimbursement program for Trans Link monthly passes, subsidized meal during your shift through our colleague dining program, Benefit Plan* including medical, dental and vision coverage, Pension Plan, and more!
• One free stay through our Be Our Guest Program
• Competitive annual salary commensurate with experience. Salary range starting at $71,000

*full-time and part-time status colleagues

Summary of Responsibilities:

Reporting to the Director of Rooms, responsibilities and essential job functions include but are not limited to the following:   

• Lead the Fairmont Gold team of Supervisors and Attendants to uphold service excellence across all areas, including check-in, concierge, food & beverage, and guest rooms.
• Drive performance toward key KPIs, including Fairmont Gold Revenue, ADR, Honor Bar Sales, Labor Management, EES, Voice of Guest, and LQA.
• Review Fairmont Gold reservations to ensure all guest requests are met and expectations exceeded.
• Create and implement new initiatives that enhance the guest experience, providing that extra touch guests expect from Fairmont Gold.
• Coordinate exclusive activations in the Fairmont Gold Lounge to create memorable experiences for our guests.
• Provide guests with clear, accurate, and timely information about attractions, dining options, special events, and other services.
• Address and resolve guest complaints promptly, following up to ensure satisfaction.
• Manage Fairmont Gold room inventory, including upgrades, upsells, out-of-order rooms, sell-outs, preventative maintenance, and special room projects.
• Build a strong working relationship with the Front Office and Housekeeping departments to sell and promote Fairmont Gold within the hotel.
• Collaborate with the Culinary Team to develop the Fairmont Gold Lounge menu, manage food costs, oversee ordering, and ensure presentation quality.
• Lead special projects related to the Fairmont Gold department.
• Monitor and address departmental deficiencies while ensuring adherence to safety and emergency protocols.
• Recruit, train, coach and guide all team members supporting the Fairmont Gold area to ensure consistent service delivery.
• Manage labor costs and departmental expenses, ensuring financial accountability.
• Assist in overseeing other areas of the Front Office as needed.
• Perform other duties as assigned.

Qualifications:

• A “hands on” leader with excellent organizational and time management skills.
• Proven ability to balance complimentary objectives, guest service, colleague engagement and profitability.
• Excellent organizational and written /verbal communications and interpersonal skills.
• A comprehension of hotel revenue management strategies and accounting processes.
• Ability to work a varied work schedule
• An operational knowledge and proficiency in Front Office systems – Property Manager, Alice, Royal Service Manager, Word, and Excel. 
• Self-motivation and organizational skills with the initiative and ability to complete projects in a timely manner and proven ability to work under pressure.
• Previous experience managing a large hotel department for 3+ years.
• A minimum of 2 years in a luxury hotel, with front office and concierge experience an asset.
• Diploma or Degree in Hospitality Management is an asset.
• Must be able to inspire a team to achieve the ultimate luxury experience.
• Must have a proven record of exceeding guest expectations and commitment to guest service.

Physical Aspects (include but not limited to)

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

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

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