Reservations & Royal Service Manager, Full Time

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
• Competitive annual salary commensurate with experience, starting at $71,000

*full-time and part-time status colleagues

Reporting to the Director of Rooms, the Reservations & Royal Service Manager is a Department Head position that is responsible for ensuring the highest level of guest service and ensuring that standards are maintained within the Reservation and Royal Service Departments. The Reservations & Royal Service Manager also serves as a resource to the overall operation of the hotel by providing assistance and direction as needed:

• Consistently deliver professional, friendly, and engaging service while being a role model who upholds all hotel and brand standards.
• Lead and supervise the Reservations and Royal Service Team, ensuring service excellence, smooth operations, and adherence to SOPs.
• Recruit, train, coach, and motivate colleagues, fostering a culture of accountability, feedback, and recognition.
• Ensure all team members are fully proficient in departmental systems (Opera Cloud, CRS, POS Silverware, Alice, Kipsu, InTouch, Microsoft Office, Outlook, etc.).
• Prepare schedules responsibly in line with labor standards, monitor attendance, and manage payroll accurately.
• Maintain complete knowledge of hotel emergency procedures and ensure team compliance with safety and security standards.
• Handle guest concerns promptly, logging issues and ensuring effective follow-up to deliver seamless service recovery.
• Facilitate efficient handling of calls, emails, texts, in-room dining orders, room requests, reservations, and group bookings in line with standards.
• Collaborate closely with Front Office, Housekeeping, Engineering, Food & Beverage, Sales, Revenue, and Finance teams to ensure smooth cross-departmental communication.
• Maintain up-to-date knowledge of menus, services, and hotel offerings, ensuring colleagues can confidently respond to guest inquiries and make recommendations.
• Maximize revenues by balancing inventory to optimize room sales and ensuring agents are knowledgeable in room products, promotions, packages, and upsell opportunities.
• Produce and review departmental reports, group resumes, and commission reconciliations while attending relevant meetings (resume, pre-con, RevMax, etc.).
• Oversee ORS management and maintain data purity, ensuring guest profiles, reservations, and system information are accurate, consistent, and aligned with brand standards.
• Ensure all communication channels (telephone, radio, inbox, wakeup calls) are handled professionally, promptly, and in compliance with hotel standards.
• Uphold grooming, punctuality, attendance, and performance expectations, always maintaining a professional and safe work environment.
• Support hotel initiatives including LQA, Forbes, and sustainability programs.
• Perform other duties and tasks as assigned to support departmental and hotel operations.
• Be available to work weekends, holidays, and flexible shifts as required.

• Excellent organizational and time management skills, with the ability to adapt to changing conditions and solve problems effectively.
• Positive, outgoing, and professional demeanor with a genuine passion for service.
• Minimum 2 years of leadership experience in guest relations within a luxury hotel environment required.
• Previous PMS experience required, preferably Opera Cloud; experience with advanced packaging systems and hotel telephone/switchboard systems considered assets.
• Proficiency in Microsoft Office applications required; University or College degree in a related discipline considered an asset.
• Strong interpersonal and communication skills with exceptional guest service abilities, polished presentation, and refined professionalism.
• Highly responsible, reliable, and able to perform well under pressure while managing multiple priorities in a fast-paced environment.
• Collaborative team player with a confident, approachable personality, strong critical thinking, and decision-making abilities.

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