Royal Service Manager

Fairmont Hotel Vancouver, known as the ‘Castle in the City’, with its chateau-style green-clad copper roof and gargoyles is an architectural landmark in the heart of Downton Vancouver that captures the hearts and imaginations of all who visit. A registered heritage property operating since 1939, the hotel symbolizes grandeur and timeless elegance.  In spring 2019, Fairmont Hotel Vancouver completed a $75M, five-year multiphase revitalization project. With its prestigious address on Georgia Street, this castle is surrounded by a diverse arts community of galleries and theatres, a thriving shopping district, exhilarating nightlife and world class cuisine. Join our team and welcome our guests to extraordinary experiences at their home away from home.

Royal Service Manager

Passionate about luxury service and unforgettable experiences? We're seeking a driven, detail-oriented leader with excellent communication skills who thrives under pressure in a fast-paced hotel environment. Previous leadership experience in a city hotel is required. Join our team and be part of something extraordinary!

What you will be doing:

• Responsible for the smooth operation of the Royal Service department, ensuring seamless communication and collaboration with Housekeeping, Front Office, Sales, Revenue Management, Conference Services, Engineering, and F&B.
• Foster and drive a culture of Enhanced Royal Service, ensuring the Royal Service team can address guest inquiries and fulfill needs without transferring calls.
• Ensure Royal Service Manager is utilized to its fullest capabilities and provide training where required to other departments to ensure compliance to all standards
• Analyze reports in the Royal Service system, proactively flagging negative trends to the Service Excellence Committee to drive continuous improvements in guest satisfaction.
• Handle guest concerns swiftly, logging and notifying the relevant departments, while ensuring effective and timely follow-up.
• Champion the role of Royal Service Manager on property and serve as the primary point of contact for the Accor Property Systems team.
• Maintain a thorough understanding of the Loyalty Program, including benefits, redemptions, and policies, particularly in relation to Reservations. Promote training and learning within the team in this area.
• Collaborate closely with the Director of Sales & Marketing and the Revenue Management Team, applying Revenue Management principles to maximize top-line revenue. Attend RevMax meetings.
• Liaise with the Revenue Management Team daily to ensure rate integrity and that hotel inventory is accurate and balanced.
• Coordinate with Rooms Department Heads to maximize inventory during high occupancy or sold-out nights.
• Manage and coordinate all group and individual reservations, overseeing GroupMax submissions and managing group wash.
• Review arrival reports and VIP lists to ensure all special guest requirements are met.
• Oversee daily administrative tasks, such as managing amenity orders, preparing welcome cards, and generating reports.
• Review reservation details and blocking to ensure alignment with group resumes, maximizing guest satisfaction.
• Consistent communication with GRC: including updating of hotel information via Sellweb, submitting in-Touch updates, rectifying booking errors as needed and ensure guest satisfaction and reservation standards compliance.
• Monitor group cutoff dates to ensure timely action and updates.
• Be fully knowledgeable about the hotel’s emergency procedures and collaborate with the Safety & Security Manager to ensure all emergency systems are up-to-date and the team is trained to execute procedures.
• Oversee the operation of radio systems and communication, working with BC Communications to resolve challenges.
• Ensure the effective utilization and productivity of all staff through careful planning, hiring, scheduling, and adherence to budget/forecast parameters.
• Develop, implement, and maintain Standard Operating Procedures (SOPs) related to Royal Service.
• Cultivate and maintain a Heartist approach within the department, ensuring both internal and external luxury guest experiences that make them feel: I feel welcome, I feel heart warmed, I feel incredible, and I belong.
• Participate in and lead monthly communication meetings to ensure alignment across departments.
• Conduct performance reviews and provide regular, constructive feedback to employees.
• Perform any additional tasks as assigned, assisting in all areas of the Rooms Division as required.
• Consistently offer professional, engaging, and friendly service.
• Perform other duties as assigned.

Your experience and skills include:

• Minimum 5 years’ experience in a similar role required
• Proven experience in developing and implementing Standard Operating Procedures (SOPs).
• Proven leadership experience in managing teams.
• International experience in luxury hotels preferred.
• Proficient in Microsoft Windows applications required.
• University/College degree in a related field preferred.
• Must possess a professional presentation and demeanor.
• Strong interpersonal and problem-solving abilities.
• Highly responsible, reliable, and adaptable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively as part of a dynamic team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.

Physical Aspects of Position (include but are not limited to): 

• Constant standing and walking throughout shift 
• Frequent lifting and carrying up to 30 lbs.
• Frequent kneeling, pushing, and pulling
• Frequent ascending and descending ladders, stairs and ramps

What is in it for you:

• An inclusive, empowering, and positive workplace, where we place people at the heart of everything we do 
• The opportunity to have fun at work alongside passionate hospitality professionals who strive to make the world a more welcoming place 
• The opportunity to live, work and play across the world through our employee travel and internal transfer programs 
• A competitive salary starting at $63,000 with annual compensation reviews based on market, performance, and capabilities 
• Complimentary meal through our Colleague Dining Program 
• Complimentary dry-cleaning of business attire  
• Complimentary hotel stay with breakfast for two through our BE OUR GUEST program 
• Employee benefit card offering discounted room and food & beverage rates at Fairmont & Accor properties worldwide 
• The opportunity to work in a luxury hotel environment and a Vancouver heritage building with a historic legacy dating back to 1939 
• Free learning programs through our Academies and discounted eCornell courses 
• Ability to make a difference through our Corporate Social Responsibility activities
• Annual paid vacation, sick leave, up to statutory holidays and birthday leave 
• A comprehensive benefits package including extended medical, dental, vision, life insurance, and disability benefits  
• A company-matched pension plan and ability to enroll in the Group Registered Retirement Savings Plan (GRSP) 
• A monthly travel reimbursement for TransLink monthly passes