Bell Captain Full-time

Recognized as the #2 Best Canadian Hotel in Travel + Leisure's 2024 World's Best Awards, Fairmont Empress is located in Victoria, BC, overlooking the city's sparkling Inner Harbour. A Forbes recommended and MICHELIN key hotel that offers 431 beautifully appointed guest rooms and suites, Willow Stream Spa with signature West Coast experiences, and Q at the Empress featuring Pacific Northwest cuisine, an award-winning wine list, and regionally focused cocktail culture. World-famous Tea at the Empress is served in the Lobby Lounge with stunning harbour views.

The magnificent property completed a $60+ million restoration in 2017 that celebrated its proud history while moving the hotel into a new era of modern luxury and transforming the iconic property into a must-visit destination. In 2023, the property introduced a revamped Fairmont Gold Experience, including a major renovation to the Fairmont Gold floor. 88 Fairmont Gold rooms and a newly renovated lounge are ready to accommodate guests. Located on Vancouver Island, Canada's Castle on the Coast is the ideal starting point to explore British Columbia's stunning natural and expansive beauty. Historic Hotels Worldwide recognizes the property's prestigious grounds as the Top 25 Most Magnificent Gardens in the World.

What is in it for you: 

• Employee benefit card offering discounted rates at Accor properties worldwide 
• Exclusive Employee and Friends & Family Discounts at Fairmont Empress Hotel
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world! 
• Complimentary meal during your shift through our Colleague Dining Program 
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Hourly pay rate of $21.00 - $24.00

What you will be doing:

• Supervises the Guest Services Team on shift to ensure the optimal guest experience.
• Greets incoming and outgoing guests by name and acknowledges guests and visitors at every opportunity.
• Communicates effectively and professionally with group and tour directors.
• Communicates day-to-day briefings to the Guest Services department.
• Monitors the immediate and surrounding area for cleanliness.
• Liaisons with Managers on daily operations.
• Post group/delivery charges.
• Escorts guests, identifying hotel promotions and the safety and security features of the hotel while ensuring that each guest is treated with the highest level of guest service, patience, and professionalism
• Ensures that the Empress Service Standards are always met both personally and by team members on shift.
• Transports luggage to guest rooms, hangs garment bags and places luggage on luggage stands or in appropriate areas as directed by guests. Explains the features and functions of the room to guests, ensuring that all equipment is functioning properly. Gives the location of the ice machine and provides any necessary directions in a courteous and accurate manner.
• Tags and marks luggage for business, leisure, and tour guests. Records and stores luggage and deliveries efficiently and accurately.
• Responds quickly to guest complaints or requests for information, reservations and confirmations in an accurate and pleasant manner and ensures appropriate action is taken. Follows up to ensure guest satisfaction. Assists departing guests promptly with a variety of transportation needs arrangements and requests.
• Explains and promotes hotel services, outlets and functions to increase guest satisfaction and maximize hotel revenues. Informs guests of external restaurants, events, tourist attractions and transportation options.
• Assists with the security of the hotel through participation in the Emergency Response Team in the event of a fire alarm or other crisis. Ensures that only registered guests and patrons use the Reception Lobby.
• Ensures all preparations for room deliveries, including the preparation of rooming lists and delivery sheets, are prepared when deliveries are scheduled.
• Attends and participates in departmental meetings that support inter-departmental communication, teamwork, information accuracy, training & development.
• Answers internal and external telephone calls with the highest level of guest service and in line with standards.
• Contributes to a positive and supportive work environment. Provides a professional image through appearance and dress.
• Follow department policies, procedures and service standards.
• Follow all safety policies. 
• Other duties as assigned.

Your experience and skills include:

• A minimum of two years recent experience (in the last 5 years) as a Guest Services Porter, Doorperson or Night Porter, or 6 months as a supervisor in a Guest Services department of a hotel of a similar size and standard.
• A valid BC Class 5 drivers’ license (must provide a drivers’ abstract reflecting a history of responsible driving)
• Ability to lead and assume responsibility for daily operations
• Ability to prioritize, delegate, and be organized in a high paced environment
• Proficient in the use of Microsoft Office, Property Manager, and Royal Service Systems, or equivalent software.
• Comprehensive and current knowledge of local attractions, events, restaurants and transportation information
• Impeccable grooming and presentation
• Fluent English language skills; both written and verbal
• Ability to handle multiple priorities and meeting tight timelines
• Ability to demonstrate a high level of responsibility and commitment
• Ability to work well independently with minimal supervision and as a team-player with proven success in relationship building
• Previously displayed ability to provide excellent service and exceed guests’ expectations, responding empathetically and with urgency to guests’ needs.
• Demonstrated excellent communication and interpersonal skills.
• Proven ability to solve problems and make decisions in a personable and self-confident manner.

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

This position is physically demanding and has a direct impact on the security of our employees and guests. The successful applicant must be physically capable of performing repetitive work, as well as lifting and carrying heavy loads (average 50lbs). The successful applicant must be comfortable working the majority of the time outdoors in all elements.

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

Your team and working environment: Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds – where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

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