Loyalty & Guest Experience Manager

Who We Are 

For over 95 years, Fairmont Royal York has stood as a beacon of luxury and excellence in the heart of Toronto. Opened in 1929, this historic hotel was once the tallest building in the British Commonwealth, and today, Fairmont Royal York continues to be a symbol of timeless elegance and modern sophistication. Where tradition meets innovation, and every day offers a chance to make history, a million stories have been told. Join us in creating our next chapter with your story. 

Why work for Fairmont? 

A Rich History - Join a storied tradition at Fairmont Royal York, where nearly a century of luxurious hospitality and exceptional service have made us a Toronto landmark.  

A Culture of Excellence - Be part of a dedicated team committed to delivering unparalleled guest experiences and maintaining the highest standards of service.  

Grow, Learn and Enjoy! - Benefit from comprehensive training programs, mentorship, and a supportive work environment that empowers you to reach your full potential.  

New Energy for A Storied Landmark- As the world and Toronto move toward a more sustainable future, our landmark hotel is in a stunning transformation for the zero-carbon century ahead. 

About the Application Process: 

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence. 

The Loyalty and Guest Experience Manager is the property champion for guest experience and loyalty programming, responsible for overseeing the development, implementation, and daily operations of the Accor Live Limitless Loyalty Program and Guest Experience initiatives. This role drives exceptional guest recognition, promotes repeat business and maximizes the value of loyalty and service strategies while ensuring compliance with Fairmont & Accor brand standards. Working closely with cross functional teams, the Guest Experience & Loyalty Manager delivers seamless, high-quality experiences for guests and members at every touch point from pre-arrival through to post-stay.

Key responsibilities

Guest Experience & Loyalty Leadership:

• Act as the property champion for both Guest Experience and Loyalty programming ensuring alignment with Fairmont and Accor standards
• Be a visible and accessible ambassador for ALL members, ensuring preferences and requests are fulfilled
• Serve as a key driver of guest satisfaction and the successful achievement of hotel KPI’s including Guest Satisfaction (TrustYou), LQA and Enrollment
• Professionally handle guest and member feedback in person, in writing, and through formal surveys ensuring timely follow-up and continuous improvement
• Review, respond to, and analyze guest surveys to identify and implement service improvement plans and actions
• Identify and implement guest focused, innovative experiences that enhance loyalty engagement and guest satisfaction
• Proactively identifying opportunities to improve processes, service delivery, and guest recognition

Loyalty Management

• Ensure full compliance with Accor Live Limitless (ALL) Loyalty operations
• Develop, implement, and manage creative strategies that increase member acquisition, retention, and satisfaction
• Identify solicit, and enroll new ALL members with a focus on high-value and repeat guests
• Introduce creative and innovative concepts, benefits, and experiences that differentiate the program and elevate member engagement
• Partner with Sales, Front Office, Fairmont Gold, and Food & Beverage to develop and execute member acquisition plans
• Track ALL reservations and stay patters, and usage data to anticipate and satisfy future loyalty guest demands

Audits, Systems, and Administration

• Conduct Daily mock LQA audits
• Manage all corporately rolled out loyalty audits and member reconciliation for corporate audits
•  Monitor and manage access controls related to loyalty databases

Team Leadership & Training

• Oversee and manage the loyalty team with a strong focus on engagement
• Training new team members on the loyalty program related to Loyalty and Guest Experience
• Manage and ensure effective use of loyalty training platforms
• Assist with managing patrol and related administrative duties

Scheduling & Availability

• Maintain regular attendance in compliance with Fairmont standards
• Be available to work flexible shifts including mornings, afternoons, evening, weekends, and holidays as operationally required
• Participate proficiently in other duties as assigned

• Experience Working cross-departmentally within Front Office, Food and beverage, Housekeeping, and/or Sales is an asset
• Knowledge of Micros Fidelio Opera, Opera Cloud and Microsoft Office Applications
• Minimum 1 year Leadership experience in a medium to large sized hotel
• Highly creative and guest focused with the ability to design innovative experiences that enhance loyalty engagement and guest satisfaction
• Demonstrate strong initiative, proactively identifying opportunities to improve processes, service delivery, and guest recognition
• Strong analytical and data-driven mindset
• Highly organized, detail oriented and driven to achieve excellence
• Previous Loyalty Program experience an asset
• Exceptional interpersonal skills
• Exceptional written and verbal communications skills
• Diploma/Degree in Hotel Management an asset

Physical Aspects of Position include but are not limited to the following: 

• Prolonged sittng while completing administrative tasks
• Standing and walking throughout shift
• Occasional ascending or descending ladders, stairs and ramps

What’s in it for you? 

• The Ontario base salary range for this position is $65,000 - $75,000. Our salary ranges are determined by job and level. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience and/or work location.
• Free Meals: Healthy meals on us every shift. 
• Travel Discounts: Sweet deals at Accor hotels worldwide. 
• Dry Cleaning: Free dry-cleaning for your work gear. 
• Skill Up: Custom learning programs to boost your talents. 
• Impact: Join our Health & Wellness, Sustainability, and DEI Committees. 
• Level Up: Unlock new career heights with exciting growth paths. 

This posting is for an existing vacancy. 

AI disclosure: We use artificial intelligence to help screen and assess applications for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. 

BE PART OF OUR FUTURE. 

Another stunning chapter for the iconic Fairmont Royal York has begun, and we invite you to be a part of it. If you are passionate about hospitality, driven by excellence, and eager to contribute to an esteemed institution, we want to hear from you. Join us and help shape the future of one of Toronto’s most treasured landmarks. 

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization. 

Accommodations: We encourage you to let us know if you require any accommodation through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: ryh.careers@fairmont.com 

Our Commitment to Diversity & Inclusion: At Fairmont Royal York, we believe that the strength of our team lies in its diversity. We are committed to fostering an inclusive environment that respects the unique backgrounds, perspectives, and talents of the individual. As an Equal Opportunity Employer, we provide equal access to opportunities. We welcome applications from all qualified candidates.