Director, Guest Experience & Loyalty

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.

Director, Guest Experience & Loyalty

Warm, welcoming and engaging. As Director of Guest Experience and Loyalty, you will lead the Fairmont Gold, Concierge, and Central Services teams in ensuring an exceptional guest journey at all points of guest contact, from pre-arrival to post-departure. You will champion our loyalty program, Accor Live Limitless (ALL), across the hotel and ensure our most loyal guests and VIPs receive personalized, attentive, and unforgettable experiences that exceed our brand standards.

Our Culture & Benefits:

• An inclusive, empowering, and positive company culture 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
• A competitive salary and annual compensation reviews based on merit, experience, and ability
• A competitive salary with range starting at $75,000 and annual compensation reviews based on merit, experience, and ability
• Complimentary meal during your shift through our Colleague Dining Program
• Travel reimbursement program for a TransLink monthly pass
• Complimentary dry-cleaning of your business attire
• Extensive benefits package including medical, dental, vision, life and disability insurance
• Company-matched pension plan and access to the ACCOR Group Registered Retirement Savings Plan (GRSP)
• Paid vacation, sick leave, and up to 13 paid statutory holidays per year, inclusive of birthday leave
• Complimentary hotel stay with breakfast for two through our BE OUR GUEST program
• Employee benefit card offering discounted room and food & beverage rates at Accor properties worldwide
• The opportunity to work in a luxury hotel and Vancouver heritage building with legacy dating back to 1939
• Free learning programs through our Academies and discounted programs and courses through eCornell
• Ability to make a difference through our Corporate Social Responsibility activities

What you will be doing:

Reporting to the Director of Rooms, you will take the lead in our overall guest and loyalty experience. You will also:

• Consistently offer friendly, engaging & proactive guest service
• Lead and support the Fairmont Gold, Concierge, and Central Services teams to ensure seamless service according to our standards
• Recruit, onboard, train and develop the Guest Experience teams, selecting best-in-class talent and personalizing each individual’s development journey
• Coach and mentor teams through ongoing feedback and annual performance reviews with the goal of improving performance and development
• Inspire and engage the teams to achieve service excellence in guest interactions and in creating a welcoming, valuable experience for all guests from pre-arrival to post-departure
• Create, achieve, and exceed goals for each team’s performance, from colleague engagement to guest satisfaction and revenue maximization
• Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable moments for our guests
• Strive to always improve and recover remarkably by seeking out and utilizing our guest feedback to create action plans
• Improve and maintain guest satisfaction scores through ongoing learning and training of brand standards and service essentials to Guest Experience team
• Collaborate with Sales & Marketing teams to create promotional activities and maximize inventory and empower teams to bring these to life
• Engage colleagues through active leadership, timely action planning, consistent communication, and meaningful recognition
• Lead regular communication with Guest Experience teams through daily pre-shift briefings, emails, reports, monthly meetings, etc., to create business awareness, set expectations, recognize performance, and produce desired business results
• Oversee audit and compliance controls with ALL membership
• Generate additional revenue and loyalty enrollment by motivating colleagues through incentive programs
• Perform regular inspections and audits to ensure quality of service offerings, company/travel agent rates
• Send occupancy forecast on regular basis to set up operations team for success
• Prepare annual budget for Guest Experience and Loyalty
• Implement and support guest recognition/service programs
• Act as a role model for our brand’s mission, service culture, and values
• Active member of the Emergency Response Team, including crisis management, emergency and evacuation procedures, fire panel management, etc.
• Promote a safe working environment by following, implementing, and maintaining Health & Safety standards
• Assist with all other special projects, duties and tasks as assigned by hotel leadership team

Your experience and skills include:

• Service focused personality is essential and previous leadership experience required
• Extensive knowledge of Front Office operations
• Prior experience working with Opera or a related system
• University degree or hotel management diploma an asset
• Ability to lead by example, believe in a strong team culture and set the scene for high performance
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• Multi-tasker that is highly organized, detail-oriented, and able to manage conflicting priorities
• Highly organized and results-oriented with ability to remain calm and courteous under pressure
• Proven ability to build and maintain good relationships with all stakeholders
• Professional appearance and grooming at all times
• Ability to work flexible schedule, including rotating evenings, weekends, holidays, and extended hours when required

The physical job requirements include:

• Split time between sitting at desk and walking/standing on floor
• Occasional lifting and carrying up to 50lbs
• Occasional kneeling, pushing, pulling, bending
• Occasional ascending or descending ladders, stairs and ramps

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