Guest Relations Manager - Full Time, Relief

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?

• Sustainability and community commitment  - recognized with 5 Green Leaves Certification rating from Green Key Global since 2011
• Empowering Women in Leadership - More than 50% of leadership team including Executive Level, are women
• Celebrating Diversity - our team represents over 60+ countries, fostering an inclusive and global community
• Strong Culture of Belonging for the 2SLGBTQIA+ community providing year-round support, including gender inclusive change rooms
• Generous perks - Enjoy discounted rates at over 5,500 Accor hotels worldwide through our Colleague Travel Discount Program* food & beverage discounts, transit reimbursement program for Trans Link monthly passes, subsidized meal during your shift through our colleague dining program
• Comprehensive Benefits - through our Benefit Plan* including medical, dental and vision coverage, Pension Plan, and more!
• Dining Discounts - Get 50% off at our dining establishments in Vancouver, Victoria and Whistler through our Food & Beverage Discount Program
• Exclusive Experiences - One free stay through our Be Our Guest Program
• Full rate of pay, $33.09/hour following 90 days of service 

*full-time and part-time status colleagues

Guest Relations Manager - Full Time, Relief

Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into special memories for our guests at Fairmont Waterfront. Showcase your interpersonal strengths as Guest Relations Manager, where you will lead, train and recognize your team in support of exceptional guest service!

Summary of Responsibilities:

• Lead and support all aspects of the Front Office departments, including Front Desk, Reservations, Royal Service, Concierge, Guest Services, and Fairmont Gold, ensuring adherence to service standards and providing friendly, engaging service.
• Address guest concerns promptly, tracking and communicating with relevant departments to ensure memorable guest experiences.
• Continuously seek and utilize guest feedback to improve service quality.
• Promote Accor Live Limitless to enhance on-site loyalty member recruitment and implement Room Upsell programs to drive incremental revenue.
• Review arrivals and departures, manage VIP and special request reservations, and coordinate room assignments with relevant departments.
• Collaborate with Housekeeping and Guest Services on arrivals, departures, and lobby management, and oversee tours, groups, and conferences from a Front Desk perspective.
• Communicate operational needs and important information to teams through briefings, emails, and meetings.
• Maximize room revenue by balancing rooms inventory.
• Optimize productivity through effective staffing and scheduling.
• Coach and mentor Front Office colleagues in their personal and professional development.
• Act as an active member of the Emergency Response Team, including handling emergency procedures and fire panel management.
• Ensure a safe working environment by following and maintaining Health & Safety standards.
• Assist with special projects and tasks as assigned by the hotel leadership team.
• Work as Guest Agent, as assigned.
• Perform other duties as assigned.

Qualifications

Your experience and skills include:

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Degree or Diploma in Hospitality Management is an asset
• Minimum of 2-year previous proven leadership experience
• Must have the ability to handle a multitude of tasks and Guest requests
• Knowledge of Opera Property Management System an asset
• Should possess or seek certification in basic First Aid
• Strong guest service orientation and training skills background required
• Ability to work independently and prioritize responsibilities
• Experience with a Hotel loyalty program an asset
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)

• Physical Aspects of the role (include but are 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