Guest Relations Manager

Experience the magic of working at Fairmont Hotel Vancouver, a timeless Vancouver landmark known as the ‘Castle in the City’. With its majestic chateau-style architecture, copper green roof, and historic gargoyles, this stunning hotel has been captivating visitors since 1939. Located in the heart of downtown Vancouver on prestigious Georgia Street, the hotel is surrounded by a dynamic arts scene, vibrant shopping, exciting nightlife, and world-class dining. Join our cherished team, and be part of an unforgettable hospitality experience. You’ll help create lasting memories for our guests in a setting that’s as exceptional as you are! 

Be the Heart of the Guest Experience.

As Guest Relations Manager, you will play a key leadership role in our Front Office, using your interpersonal and operational strengths to deliver personalized, luxury service. Reporting to the Director of Guest Services, you’ll ensure a seamless arrival and departure experience, develop high-performing teams, and champion guest satisfaction across all touchpoints.

What’s In It for You

• An inclusive, empowering, and positive company culture where people are at the heart of everything we do
• The chance to have fun at work alongside passionate hospitality professionals who are committed to making the world a more welcoming place
• Competitive pay, starting at $68,250, with annual compensation reviews based on market, performance, and capabilities
• Complimentary meals during your shift through our Colleague Dining Program
• Complimentary dry-cleaning of business attire
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Travel reimbursement program for a TransLink monthly pass
• Extensive benefits package including health, paramedical, dental, vision, life and disability insurance for those meeting eligibility requirements
• Company-matched pension plan, and ability to enroll in the Group Registered Retirement Savings Plan for those meeting eligibility requirements
• Starting 10 days of paid vacation earned each calendar year and increasing with length of service, 12 statutory holidays and paid birthday leave
• Complimentary hotel stay for newly hired colleagues with breakfast for two through our BE OUR GUEST program
• Colleague benefit card offering discounted room and food & beverage rates at Accor properties worldwide for you and your family
• The opportunity to work in a luxury hotel environment within a Vancouver heritage building with a historic legacy dating back to 1939
• Learning programs through our Academies designed to sharpen your skills
• Opportunities to make a difference through our Corporate Social Responsibility activities

What You Will Be Doing

Reporting to the Director of Guest Services, you will lead the Front Office team, ensuring exceptional service delivery, colleague engagement, and operational excellence.

Guest Experience & Service Excellence

• Champion the guest journey from arrival to departure, ensuring consistently exceptional service and prompt, professional resolution of guest concerns
• Monitor, analyze, and respond to guest feedback to drive continuous improvement and maintain high guest satisfaction scores
• Serve as a visible leader on the floor, modeling Fairmont’s luxury service standards, values, and brand culture

Operational Leadership & Revenue Optimization

• Lead and support all Front Office departments to ensure seamless daily operations
• Collaborate closely with Rooms Division leaders to align service delivery, staffing, and operational priorities
• Optimize room revenue through inventory management and active participation in yield and strategy meetings
• Improve operational efficiency and productivity through effective scheduling, staffing, and resource planning

Team Development & Performance Management

• Support recruitment, onboarding, training, and performance management of Front Office colleagues
• Coach, mentor, and develop colleagues and emerging leaders to support career progression and high performance
• Drive colleague engagement and results through motivation, incentive programs, and meaningful recognition
• Lead by example, fostering a positive, accountable, and service-driven team culture

Communication, Safety & Administration

• Communicate operational priorities clearly across shifts and departments through briefings, meetings, and written communication
• Promote a safe and healthy work environment by adhering to Health & Safety standards and policies
• Act as a member of the Emergency Response Team, managing crisis situations in accordance with hotel procedures
• Support departmental projects and other duties as assigned by hotel leadership

What We Are Looking For

• A strong service-driven mindset with prior leadership experience
• Comprehensive knowledge of Front Office operations within a hotel environment
• Experience with Opera PMS or similar hotel systems
• A university degree or hotel management diploma (preferred)
• Proven ability to build and maintain positive stakeholder relationships
• Excellent communication, interpersonal, and networking skills
• Highly organized, detail-oriented, and able to manage multiple priorities simultaneously
• Demonstrated ability to lead by example and foster a high-performance team culture
• Flexibility to work rotating shifts, extended hours, and overnight relief

Physical Job Requirements

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

Visa Requirements: Candidates must be legally eligible to work in Canada. The hotel is unable to assist with 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