General Manager - Tea at the Empress

Recognized as the #2 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, Willow Stream 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.

The General Manager for Afternoon Tea Operations will lead and oversee all aspects of our signature Afternoon Tea service, a cornerstone of our brand's identity, generating an annual revenue of $10 million. This role is responsible for delivering exceptional guest experiences, driving financial performance, and maintaining operational excellence, all while preserving the tradition and innovation that define our Afternoon Tea offering. 

As a leader, you will embody the Fairmont brand promise, embrace a luxury mindset, foster a culture of belonging, and create an environment where your team feels empowered, supported, and recognized. You will also spearhead the implementation of new ideas and initiatives, ensuring the continued evolution of the Afternoon Tea experience and strengthening its position as a hallmark of the brand. 

What is in it for you:  

• Employee benefit card offering discounted rates at Accor properties worldwide and additional benefits for Fairmont and Raffles colleagues  

• 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 LifeWorks 

• 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 $80,000 

What you will be doing:  

• Ensure seamless day-to-day operations of the Afternoon Tea service, maintaining the highest standards of hospitality and quality.  

• Develop and implement operational strategies to enhance efficiency and guest satisfaction. 

• Oversee menu development in collaboration with the Executive Chef, ensuring offerings align with brand values and guest preference  

• Monitor and maintain inventory levels for tea Chinaware  

• Achieve revenue targets by monitoring budgets, managing costs, and maximizing profitability.  

• Analyze financial data and generate actionable insights to optimize performance.  

• Develop strategies to drive incremental revenue, including upselling and promotions 

• Introduce and implement creative ideas to elevate the Afternoon Tea experience, ensuring it remains fresh, unique, and competitive.  

• Collaborate with the marketing and branding teams to position the Afternoon Tea as a signature offering, aligning it with evolving market trends and guest expectations. 

• Develop partnerships and initiatives that enhance the brand’s reputation and expand its reach. 

• Identify opportunities for growth and differentiation while maintaining respect for the tradition and heritage of Afternoon Tea. 

• Uphold and exceed guest expectations through exceptional service delivery. 

• Respond to guest feedback proactively, addressing concerns and identifying opportunities for improvement.  

• Innovate and elevate the Afternoon Tea experience to stay ahead of trends while maintaining tradition. 

• Train, and mentor a high-performing team, fostering a culture of excellence and collaboration.  

• Set performance goals, conduct regular evaluations, and provide feedback to support professional growth. 

• Encourage team engagement and ensure alignment with organizational values.  

• Champion the Afternoon Tea service as a hallmark of the brand’s identity, ensuring consistency with its heritage and prestige.  

• Collaborate with marketing teams to promote the Afternoon Tea experience, leveraging storytelling and visual appeal. 

• Act as an ambassador for the operation in the industry and community  

• Other duties as assigned 

Your experience and skills include: 

• 8+ years of leadership experience in high-volume food and beverage operations, ideally within luxury or heritage settings  

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field (preferred). 

• Certification in ServeWise Training and Allergen Awareness (or ability to obtain certification upon hire).  

• Ability to embrace the Fairmont brand promise throughout your role and in all interactions 

• Ability to embrace luxury in your role and interactions with guests and colleagues  

• Ability to foster an inclusive environment where every individual feels valued and respected 

• Ability to create an environment where colleagues are empowered, supported and recognized  

• Ability to respond swiftly to urgent operational needs.  

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

• Requires long periods of standing and walking throughout the shift.  

• Regular movement to monitor and support various sections of the floor, including carrying light items such as menus or small trays when needed 

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/

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