Front Desk Manager

Fairmont Hotel Vancouver, known as the ‘Castle in the City’, with its chateau-style green-clad copper roof and gargoyles is an architectural landmark in the heart of Downton Vancouver that captures the hearts and imaginations of all who visit. A registered heritage property operating since 1939, the hotel symbolizes grandeur and timeless elegance.  In spring 2019, Fairmont Hotel Vancouver completed a $75M, five-year multiphase revitalization project. With its prestigious address on Georgia Street, this castle is surrounded by a diverse arts community of galleries and theatres, a thriving shopping district, exhilarating nightlife and world class cuisine. Join our team and welcome our guests to extraordinary experiences at their home away from home.

Step into the role of Front Desk Manager and oversee a seamless guest experience, setting the standard for excellence in our Front Office operations!

What is in it for you:

• An inclusive, empowering, and positive company culture where we place people at the heart of everything we do
• The opportunity to have fun at work, alongside passionate hospitality professionals who strive to make the world a more welcoming place
• Competitive salary starting at $72,000 with annual performance evaluations and compensation reviews
• Career development opportunities with national and international promotion opportunities
• Complimentary shift meal through our Colleague Dining Program
• Travel reimbursement program for a TransLink monthly pass
• Extensive benefits package including medical, dental, vision, life and disability insurance
• Company-matched pension plan and ability to enroll in the ACCOR Group Registered Retirement Savings Plan (GRSP)
• Starting at 10 days of paid vacation each calendar year increasing with length of service
• One complimentary hotel stay with breakfast for two through our BE OUR GUEST program
• Employee benefit card offering discounted room and food & beverage rates at Accor properties worldwide
• The opportunity to work in a luxury hotel environment and a Vancouver heritage building with a historic legacy dating back to 1939
• Free learning programs through our Academies and discounted programs and courses through eCornell
• Ability to make a difference through our Corporate Social Responsibility activities
• Opportunity to be nominated for and win your dream trip through our yearly employee and leadership recognition program
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs

What you will be doing: Reporting to the Director of Front Office, the Front Desk Manager is responsible for ensuring we provide the highest level of guest service and maintaining standards across all positions within the Front Office Department.

Guest:

• Coordinates management of the Front Office Department to ensure smooth operations and the highest level of guest satisfaction.
• Seeks feedback on guest satisfaction and resolves problems in alignment with our Mission Statement and philosophy of employee empowerment.
• Drives continuous improvement in Reputation Performance Score (RPS), Upsell, and ALL Enrollment, as measured by JD Power & Associates, through comprehensive action planning and regular evaluation of service delivery.
• Oversees group business, reviewing and ensuring the accuracy of conference resumes.
• Oversees tour business, collaborating with Reservations, Housekeeping, Guest Services, and external partners.
• Oversees the Guest Services Department, including Doormen, Bellmen, and Valets.
• Manages Crew Groups, such as WestJet.
• Performs any other tasks assigned by the management team.
• Actual hours worked will fluctuate based on business needs.

Colleague:

• Drives continuous improvement in Colleague Engagement results through active leadership, inclusive action planning, and follow-up.
• Coaches and mentors employees, fostering an environment for job fulfillment and career development at Fairmont Hotels and Resorts.
• Balances operational, administrative, and colleague needs.
• Provides passionate leadership toward achieving the company’s vision.
• Conducts and participates in monthly communication meetings.
• Coordinates and conducts timely performance reviews for all team members.

Owner:

• Maximizes room revenue by participating in yield management meetings and supporting Revenue Management strategies.
• Reviews arrival reports, including Fairmont Presidents Club and VIPs, to ensure all special requirements are met.
• Controls and provides feedback on labor and operational expenses.
• Ensures effective utilization and productivity of staff through planning, hiring, scheduling, and adhering to budgets.
• Produces annual labor and capital budgets for the Front Desk.

Brand / RevPAR:

• Ensures delivery of all core brand service standards and drives innovative creation of Local Standard Operating Procedures (LSOPs) based on current industry trends.
• Role models the Service Essentials and Service Promises.
• Develops, implements, and maintains new incentives to motivate employees and maximize hotel revenue.
• Effectively manages inventory during high occupancy or sold-out nights.

Safety / Security:

• Knows all emergency procedures and general crisis management protocols, including fire and emergency procedures, handling of the Fire Panel and ensuring guest safety is upheld by all hotel staff.
• Promotes a safe working environment by adhering to Health and Safety standards as defined by the Fairmont Hotel Vancouver.

Your experience and skills include:

• Extensive knowledge of Front Office operations, brand standards, and 4/5 Diamond standards required.
• University degree or College diploma in Hotel Management preferred.
• Knowledge of computerized Front Office systems required, with an emphasis on Property Management Systems and MFR.
• Proficiency in Word and Excel.
• Superior leadership and coaching skills, with a proven track record of developing and motivating career-minded professionals.
• Strong guest service orientation and training background required.
• Able to balance a variety of conflicting priorities while considering all aspects of the job, including Financial, Operational, and Talent & Culture.
• Highly organized, results-oriented, with the ability to be flexible and work well under pressure.

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

• Ability to thrive in a dynamic, fast-paced team environment
• Split time between walking/standing on the floor and being at the desk
• Occasional lifting and carrying of up to 50 lbs
• Occasional kneeling, pushing, pulling, and bending
• Ability to ascend or descend stairs and ladders

Your team and working environment:

We are thrilled to welcome our guests back to Fairmont Hotel Vancouver. Fairmont Hotel Vancouver, known as the ‘Castle in the City’, with its chateau-style green-clad copper roof and gargoyles is an architectural landmark in the heart of Downton Vancouver that captures the hearts and imaginations of all who visit. A registered heritage property operating since 1939, the hotel symbolizes grandeur and timeless elegance.  In spring 2019, Fairmont Hotel Vancouver completed a $75M, five-year multiphase revitalization project. With its prestigious address on Georgia Street, this castle is surrounded by a diverse arts community of galleries and theatres, a thriving shopping district, exhilarating nightlife and world class cuisine.  Join our team and welcome our guests back to extraordinary experiences at their home away from home

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