Relief Night Manager - Front Desk

Fairmont Waterfront redefines hospitality with Pure Coastal Luxury. Our award-winning hotel, nestled on Vancouver's stunning waterfront, is consistently celebrated by top publications like Conde Naste Traveler and recognized as a Great Place to Work® Canada for a second consecutive year. We are Industry leaders in sustainability & embody our commitment to our community, featuring Vancouver's first green roof & rooftop apiary. 

Our Culture is strongly rooted in diversity, inclusion, professional growth and development - over 60% of promotions are from within. We are committed to empowering ambitious individuals to thrive. If you're a visionary who shares our values and passion for excellence, join us to help shape the future of luxury hospitality.  

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, $33.69 per hour following 90 days of service

*full-time and part-time status colleagues

Summary of Responsibilities:
Reporting to the Front Office Manager, the Night Manager oversees overnight hotel operations, ensuring exceptional guest service and smooth operations. The key responsibilities include, but not limited to:

• Provide friendly and proactive service to all guests, addressing concerns and maintaining positive relationships.
• Supervise overnight operations, including conducting night audits, balancing hotel revenue from rooms and food & beverage, and ensuring accurate billing.
• Maximize room revenue by managing inventory, participating in yield meetings, and implementing Revenue Management strategies.
• Lead, mentor, and support the overnight team, ensuring effective communication, performance monitoring, and staff development.
• Ensure compliance with health, safety, and emergency protocols, serving as part of the Emergency Response Team.
• Oversee the check-in and check-out process, particularly managing late arrivals and early departures.
• Address guest concerns promptly and escalate issues to the appropriate teams to ensure a memorable experience.
• Continuously seek and use guest feedback to improve service and resolve issues effectively
• Communicate operational needs and relevant information to the necessary teams through daily briefings, emails, and meetings.
• Review work schedules, manage staffing levels, and ensure all areas are properly maintained.
• Establish appropriate par levels for supplies and equipment, and complete requisitions to replenish shortages or order additional items as needed.
• Perform night audits and related accounting procedures, managing front desk operations and supervising the hotel staff during the overnight shift.
• Monitor front desk activities to ensure compliance with hotel policies regarding rebates, billing instructions, and discounted rates.
• Ensure cashiering procedures align with accounting policies and standards, including managing shortages/overages, late charges, petty cash, adjustments, and payment processing.
• Review the previous night’s no-shows and ensure accurate billing for such occurrences.
• Assist the Accounting department in investigating disputed charges and contact guests as needed to clarify issues related to front desk procedures.
• Support staff in resolving payment-related issues efficiently.
• Anticipate sold-out situations, monitor overbooked rooms, and manage the handling of “walked” guests.
• Work as Guest Agent, as assigned
• Perform other duties as assigned

• Strong passion for delivering exceptional guest service with excellent written and verbal communication, leadership, and interpersonal skills.
• Highly organized, results-oriented, and adaptable, with the ability to work well under pressure and manage multiple tasks and guest requests.
• Minimum of 2 years of proven Front Office leadership experience; degree or diploma in Hospitality Management is an asset.
• Knowledge of Opera Cloud PMS System and certification in First Aid (or willingness to obtain) is preferred.
• Strong background in guest service and staff training, with the ability to work independently and prioritize responsibilities effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) in a Windows environment.
• Availability to work overnight shifts on a rotating schedule.

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