Guest Relations Manager - Overnight

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! 

Guest Relations Manager - Overnight: Be the Heart of the Guest Experience, Even After Hours.

As Guest Relations Manager - Overnight, you’ll lead our Front Office operations during overnight hours, ensuring our guests experience seamless luxury service around the clock. Reporting to the Director of Front Office, you will serve as the senior leader on duty overnight, supporting colleagues, resolving guest concerns, and maintaining service excellence when the hotel sleeps.

What is 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
• Full-time overnight position providing work-life rhythm with day-time flexibility
• 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 Front Office, you will lead and inspire our overnight Front Office team, ensuring luxury guest service, colleague support, and effective communication between day and night operations.

Operational Leadership & Guest Experience

• Lead the overnight guest experience, ensuring timely response to concerns and maintaining luxury service standards
• Act as the senior leader on property overnight, coordinating with security and other departments as needed
• Monitor guest feedback and uphold service quality during overnight hours
• Assist with morning report preparation and ensure smooth handover to daytime leadership

Team Support & Performance

• Provide support and guidance to overnight Front Office colleagues
• Create a collaborative, proactive team culture ready to respond to guest needs and emergencies
• Serve as a role model for brand values and service excellence
• Oversee training of new or temporary overnight team members

Communication & Administration

• Maintain accurate documentation and communication across shift changes
• Manage overnight schedules and ensure operational continuity
• Promote a safe and secure environment as part of the hotel’s Emergency Response Team
• Contribute to departmental initiatives and projects as assigned

What We’re Looking For:

• Availability to work full-time overnight shifts, including weekends and holidays
• Previous leadership experience in a Front Office or Guest Services role in a luxury hotel
• Proficiency in Opera PMS or similar hotel management systems
• Post-secondary education in Hospitality or a related field preferred
• A service-driven mindset with a proven ability to build guest and team relationships
• Strong organizational and multitasking abilities
• Excellent communication, decision-making, and leadership skills

The physical job requirements include:

• Primarily overnight shift work balancing guest interaction and independent administrative tasks
• Ability to lift/carry up to 50 lbs occasionally
• Occasional bending, pushing, kneeling, stair or ladder use
• Ability to stay alert and focused during overnight hours in a low-traffic, high-responsibility environment

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