- 全职
- 正式
- FAIRMONT
- 客房
__jobinformationwidget.freetext.LocationText__
Fairmont Empress, Victoria, Canada
__jobinformationwidget.freetext.ExternalReference__
REF54077I
Director of Front Office Full-time
Region
Luxury & Lifestyle
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.
This role works directly with the Director, Rooms, in the planning and direction of the front office operations, ensuring that guest expectations are consistently exceeded, that the shareholders receive a preferred return on their investment and that all staff’s full potential is recognized. More specifically, the Director of Front Office will:
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 Empress
- 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.
- Complimentary counseling, wellness sessions, financial and family planning through our Employee Assistance Program
- Access to our company-matched Defined Contribution Pension Plan (DCPP)
- Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
- Opportunity to participate in our Leadership Incentive Program
- A competitive salary starting at $90,000 per annum.
What you will be doing:
- Coordinate the management of the Front Office, Reservations, Royal Service Concierge, and Guest Services departments to ensure a smooth operation and the highest level of guest satisfaction.
- Seek feedback on the guest experience and resolve problems in accordance with our company mission statement.
- Manage the performance of the Front Office, Reservations, Royal Service Concierge and Guest Services teams effectively through focus on colleague hiring, retention, training, problem resolution, coaching, succession planning and accountability.
- Coach and mentor colleagues and supporting leaders; create and foster an environment that allows colleagues to achieve job fulfillment while providing a path for career development within Accor.
- Develop strong teams through active involvement in the operation and the support and development of a continually evolving workforce.
- Balance operational, administrative, financial, and colleague needs.
- Provide passionate direction in support of achieving our hotel’s strategic goals.
- Maximize rooms’ revenue through the management of an engaging Front Office upsell program as well as participating in weekly revenue management meetings. The Director of Front Office will support and implement the agreed upon Revenue Management strategies and practices.
- Effectively maximize occupancy levels during high demand/sold out nights.
- Oversee the arrival and departure of all group business; reviewing and ensuring the details of conference resumes are met and serve as a liaison with the conference conveners. Attend all pre-convention meetings on behalf of the Front Office.
- Maintain a high degree of visibility and participation in the day to day operation of the department to ensure a high level of understanding of both guest and colleague issues at all times.
- Oversee the arrival and departure experience of all Business Development Trips (Site Inspections/ FAMs); liaising with the designated Sales Manager and ensuring that all requirements are met.
- Review all arrival and VIP reports to ensure all special requirements are met or exceeded.
- Develop/update job descriptions, job task checklists, training manuals, systems and procedures for all positions and ensure they are clearly documented and easily accessible.
- Participate as an active member of the hotel’s Crisis Management team; be responsible for ensuring the safety of both our guests and staff and be well versed on all emergency procedures and crisis situation management, including fire procedures and the operation of the fire panel.
- Promote a safe working environment by adhering to hotel Health and Safety standards.
- Conduct and coordinate timely performance reviews for all team members.
- Conduct and participate in weekly/monthly department, division, and hotel wide communication meetings.
- Manage labour and operational expenses in accordance with our standards, budget, and forecast; ensure effective utilization & productivity of all colleagues through planning, hiring, and scheduling.
- Assist in the preparation of yearly labour, operational expense and capital budgets for the Front Office, as well as monthly forecasts.
- Actively participate in Fairmont Empress’ environmental program and supports department specific initiatives in working towards sustainable operations.
Your experience and skills include:
- Extensive knowledge of Front Office operations, brand standards and 5 Diamond standards required. Applicants with previous management experience as a Front Office Manager will be given priority.
- University degree or College diploma in Hotel Management is an asset.
- Knowledge of Front Office technology systems required; with an emphasis on Property Manager aka Opera.
- Proficiency in Microsoft Office, specifically Excel.
- Superior leadership & coaching skills with a proven track record of developing and motivating career minded professionals.
- Very strong guest service orientation and training background required.
- Able to balance a variety of conflicting priorities while considering all aspects of the job i.e. Financial, Operational, HR.
- Highly organized, results-oriented with the ability to be flexible and work well under pressure.
- Previous leadership experience in a 5 Diamond or 5 star hotel environment is an asset.
- Previous Front Office experience is a must
- Knowledge of Forbes standards is an asset
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
Laissez votre cœur vous guider dans ce monde où la vie bat plus fort
对于雅高集团来说,多元与包容意味着欢迎每一个人,并尊重他们的差异,我们仅根据素质和技能来优先提供就业和发展机会。我们的目标是提供有意义的就业机会,一个温暖和包容的文化,优秀的工作条件,并促进所有人的发展,包括残疾人士。
在申请时,请不要犹豫告诉我们您可能需要的任何特殊需求,以便我们考虑这些需求。
相关职位
薪水
地点
Mercure Oxford Hawkwell House Hotel, Oxford, United Kingdom
Experience Level
Associate
工作时间安排
兼职
Brands
MERCURE
工作类型
正式
Locations
Oxford
工作类别
客房
描述
Title: Night PorterOur mission at Mercure Oxford Hawkwell House Hotel is to create memorable moments for our guests, by connecting hearts from arrival to farewell.A job, a career or a calling - whate
参考
f8efe674-8870-4070-926d-be48f9921be5
到期日
01/01/0001
薪水
地点
ibis London Barking, London, United Kingdom
Experience Level
Associate
工作时间安排
兼职
Brands
IBIS
工作类型
正式
Locations
London
工作类别
餐饮
描述
Ibis London Barking is looking for an enthusiastic person to join our team at the hotel. This position is for a Food and Beverage Team Member who the will work in our fabulous team, incorporating both
参考
106401c7-6c15-4da7-8674-3df65c8fcff7
到期日
01/01/0001
薪水
地点
ibis budget Southampton Centre, Southampton, United Kingdom
Experience Level
Mid-Senior Level
工作时间安排
全职
Brands
IBIS BUDGET
工作类型
正式
Locations
United Kingdom
工作类别
行政与支持
描述
Position Overview Ensures that guests' have a smooth-running stay at the hotel,Manages and motivates front office teams to provide high quality services for guests,Ensures the department meets its qua
参考
09ee58b3-bb3a-4201-989d-17f380afe9a0
到期日
01/01/0001
薪水
地点
Mercure Bridgwater Hotel, Bridgwater, United Kingdom
Experience Level
Entry Level
工作时间安排
临时
Brands
MERCURE
工作类型
正式
Locations
Bridgwater
工作类别
餐饮
描述
This Bar / Restaurant Servers position is for someone who has a previous customer service background and ideally will have worked in a branded restaurant environment however full training will be give
参考
0be406d2-0e27-4a4e-805a-8a91308eeaae
到期日
01/01/0001
薪水
地点
ibis London City - Shoreditch, London, United Kingdom
Experience Level
Entry Level
工作时间安排
全职
Brands
IBIS
工作类型
正式
Locations
London
工作类别
餐饮
描述
As our Food & Beverage Shift Leader , you…Develops high quality relationships with guests, from the moment they arrive and throughout their stay, in order to foster loyalty.Determines the best organis
参考
801a3359-997d-447b-8bad-d8963ff08729
到期日
01/01/0001
薪水
地点
ibis Swansea, Swansea, United Kingdom
Experience Level
Not Applicable
工作时间安排
全职
Brands
IBIS
工作类型
正式
Locations
United Kingdom
工作类别
其他
描述
Welcomes guests and takes care of them from their arrival through to departureAnticipate guest’s needs and takes them into considerationHandles guest’s complaints and/or remarks, provides a response a
参考
2f7379c1-1a4e-4017-99c2-b758ca39b3f0
到期日
01/01/0001
薪水
地点
ibis London Blackfriars, London, United Kingdom
Experience Level
Not Applicable
工作时间安排
全职
Brands
IBIS
工作类型
正式
Locations
London
工作类别
客房
描述
As our Night Receptionist, you…Are the ‘face of ibis London Blackfriars’, extending a warm welcome to our guests during the night, putting their well-being at the heart of everything you do, while add
参考
679539f6-734c-4508-86ef-ef734dd61683
到期日
01/01/0001
薪水
地点
ibis Brighton City Centre - Station, Brighton, United Kingdom
Experience Level
Entry Level
工作时间安排
兼职
Brands
IBIS
工作类型
正式
Locations
Brighton
工作类别
客房
描述
Join our team in Brighton as a Night Auditor and become the guardian of financial integrity during the quiet hours. In this crucial role, you'll ensure accurate accounting, meticulous record-keeping,
参考
7d1d902b-ef67-46b7-9a0d-50f904d87ade
到期日
01/01/0001
薪水
地点
Mercure Cardiff North Hotel, Cardiff, United Kingdom
Experience Level
Associate
工作时间安排
兼职
Brands
MERCURE
工作类型
正式
Locations
Cardiff
工作类别
餐饮
描述
Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.·Maintain control of guest and hotel
参考
36532665-b109-4bcb-ab93-3f2f97c4c134
到期日
01/01/0001
薪水
地点
ibis Rotherham East - (M18 - M1), Rotherham, United Kingdom
Experience Level
Not Applicable
工作时间安排
兼职
Brands
IBIS
工作类型
正式
Locations
Rotherham
工作类别
客房
描述
We are looking for a FUN, PASSIONATE & WELCOMING Team member who wants to join a FANTASTIC TEAM at a VIBRANT hotel! What will you be doing? Attend to all guest queries in a prompt, professional manner
参考
f0ad4e48-13fe-4a6a-82bb-9e85b806ad45
到期日
01/01/0001