Director of Front Office 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.

This role works directly with the Director, Rooms, in the planning and direction of the front office operations, ensuring that guest expectations are consistently exceeded, that the shareholders receive a preferred return on their investment and that all staff’s full potential is recognized.  More specifically, the Director of Front Office will:

What is in it for you: 

• Employee benefit card offering discounted rates at Accor properties worldwide and additional benefits for Fairmont and Raffles colleagues  
• Exclusive Employee and Friends & Family Discounts at Fairmont Empress 
• 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.
• Complimentary counseling, wellness sessions, financial and family planning through our Employee Assistance Program
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Opportunity to participate in our Leadership Incentive Program
• A competitive salary starting at $90,000 per annum.

What you will be doing:

• Coordinate the management of the Front Office, Reservations, Royal Service Concierge, and Guest Services departments to ensure a smooth operation and the highest level of guest satisfaction.
• Seek feedback on the guest experience and resolve problems in accordance with our company mission statement.
• Manage the performance of the Front Office, Reservations, Royal Service Concierge and Guest Services teams effectively through focus on colleague hiring, retention, training, problem resolution, coaching, succession planning and accountability.
• Coach and mentor colleagues and supporting leaders; create and foster an environment that allows colleagues to achieve job fulfillment while providing a path for career development within Accor. 
• Develop strong teams through active involvement in the operation and the support and development of a continually evolving workforce.
• Balance operational, administrative, financial, and colleague needs.
• Provide passionate direction in support of achieving our hotel’s strategic goals.
• Maximize rooms’ revenue through the management of an engaging Front Office upsell program as well as participating in weekly revenue management meetings. The Director of Front Office will support and implement the agreed upon Revenue Management strategies and practices.
• Effectively maximize occupancy levels during high demand/sold out nights.
• Oversee the arrival and departure of all group business; reviewing and ensuring the details of conference resumes are met and serve as a liaison with the conference conveners. Attend all pre-convention meetings on behalf of the Front Office.
• Maintain a high degree of visibility and participation in the day to day operation of the department to ensure a high level of understanding of both guest and colleague issues at all times.
• Oversee the arrival and departure experience of all Business Development Trips (Site Inspections/ FAMs); liaising with the designated Sales Manager and ensuring that all requirements are met.
• Review all arrival and VIP reports to ensure all special requirements are met or exceeded.
• Develop/update job descriptions, job task checklists, training manuals, systems and procedures for all positions and ensure they are clearly documented and easily accessible.
• Participate as an active member of the hotel’s Crisis Management team; be responsible for ensuring the safety of both our guests and staff and be well versed on all emergency procedures and crisis situation management, including fire procedures and the operation of the fire panel.
• Promote a safe working environment by adhering to hotel Health and Safety standards.
• Conduct and coordinate timely performance reviews for all team members.
• Conduct and participate in weekly/monthly department, division, and hotel wide communication meetings.
• Manage labour and operational expenses in accordance with our standards, budget, and forecast; ensure effective utilization & productivity of all colleagues through planning, hiring, and scheduling.
• Assist in the preparation of yearly labour, operational expense and capital budgets for the Front Office, as well as monthly forecasts.
• Actively participate in Fairmont Empress’ environmental program and supports department specific initiatives in working towards sustainable operations.

Your experience and skills include:

• Extensive knowledge of Front Office operations, brand standards and 5 Diamond standards required. Applicants with previous management experience as a Front Office Manager will be given priority.
• University degree or College diploma in Hotel Management is an asset.
• Knowledge of Front Office technology systems required; with an emphasis on Property Manager aka Opera.
• Proficiency in Microsoft Office, specifically Excel.
• Superior leadership & coaching skills with a proven track record of developing and motivating career minded professionals.
• Very strong guest service orientation and training background required.
• Able to balance a variety of conflicting priorities while considering all aspects of the job i.e. Financial, Operational, HR.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Previous leadership experience in a 5 Diamond or 5 star hotel environment is an asset.
• Previous Front Office experience is a must
• Knowledge of Forbes standards is an asset

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