Director, Operational Excellence & Training

Reporting to the RVP/GM and Hotel Manager with a dotted line to the Director, People & Culture, the Director, Training and Operational Excellence is responsible for providing a strategic approach to Training and Operational Service Excellence. This individual needs to act as a role model for our brands mission, service culture and values. This position will champion all operational training and service improvement initiatives – analyze guest and colleague feedback, communicate, implement and ensure understanding of the importance and value of utilizing the systems and tools in continuously improving the key strategies to achieve the hotel goals.  The Director, Training and Operational Excellence will partner with and support all hotel leaders in meeting and/or exceeding their goals relating to Guest Centric Measurables.

Why work for Fairmont Pacific Rim?

• Be part of a progressive hotel that embraces the culture and vibrancy of one of Canada’s most beautiful cities, Vancouver, proudly recognized as a Great Place to Work, and the first hotel in North America to achieve Single-Use Plastic Free Certification
• A competitive salary, starting from $85,000.00 per annum
• The opportunity to be part of Fairmont Pacific Rim’s iconic Food & Beverage operation, home to award-winning outlets including The Lobby Lounge & Raw Bar, Botanist Restaurant, In-Room Dining, Cabana Bar, and Banquets
• Complimentary work meals through our Colleague Dining Program
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program, offering 50% off at participating dining destinations in Vancouver, Victoria, and Whistler
• TransLink monthly pass reimbursement program
• Extensive benefits package, including health, paramedical, dental, vision, life, and disability insurance (eligibility requirements apply)
• Company-matched pension plan and the opportunity to enroll in the Group RRSP (eligibility requirements apply)
• A complimentary hotel stay with breakfast for two through our BE OUR GUEST program for newly hired colleagues
• Opportunities to participate in sustainability, charity, and community engagement initiatives
• Access to world-class training, leadership programs, and career development opportunities across a global hospitality network
• Be part of a dynamic, diverse team in a stunning luxury environment where no two days are the same
• Enjoy discounted room rates at Fairmont hotels worldwide and special colleague rates across other Accor properties
• The chance to create meaningful experiences for both guests and colleagues, making a lasting impact on culture and performance
• Distinctly West Coast, the hotel delivers unique guest experiences through creativity, artistry, and elevated hospitality, while remaining at the forefront of art, music, and fashion programming in the city

What you will be doing:

• Review, plan and deliver annual operational monthly training plans and execute trainings and monitor such.
• Chair Service Excellence Committee monthly meetings to ensure seamless service according to our standards based on guest feedback.
• Coordinate & execute the Service Excellence monthly meetings to ensure Guest Centric Measurables/data analysis and operations standards are included in training and such in the form of action plans and more.
• Interview prospective Departmental Trainers, along with Division Heads, People & Culture, to assure fit to the role and responsibilities and facilitate a continuous learning culture.
• Conduct regular training needs analysis to help ensure our training tools (Job Task Check Lists (JTCs), Departmental Bite Sized Trainings, Standard Operating Procedures’/Syllabus/Sequence of Service etc) are aligned with and address hotel Pac Rim standards (Forbes & LQA) and are ingrained in training processes. Ensure that Sharepoint is updated and reviewed monthly on usage and access to systems.
• Follow up and support Departmental Heads to ensure that departmental training is ongoing in their respective areas and meets all requirements outlined in the Service Excellence Committee meetings with the relevant teams.
• Partner with People & Culture to align and deliver hotel operational training to overall learning programs at Fairmont Pacific Rim, as well as to coordinate any external operational training needed for the hotel.
• Be visual and active in Operations and a support in peak times of Operations to monitor and assist colleagues and guests as and when required.
• Analyze TrustYou (VOG) feedback
  • Work with Operations Teams on top issues at both a Division head level and Departmental trainer level.
  • Communicate key drivers of guest satisfaction by producing monthly reports and providing insight and recommendations, trends, service gaps and opportunities for improvement.
• Own the Guest Recovery (SCORE) process
  • Training
  • Tracking
  • Analyze, reports and reduce the recurrence of trend defects
• Handle guest resolution when escalated
• Involved in projects that impact guest’s experience. Examples:
  • Amenities
  • In-room offerings
  • F&B experiences
  • Wellness offerings throughout the hotel
• Work with departmental leaders to develop and maintain a robust quality control within the hotel through
  • Internal Auditing, Executive on Duty Program
  • Hotel Walkthroughs particularly related to product defects that reoccur
  • Facilitate process improvement initiatives.
• Educate and train new Leaders/Colleagues on the foundations of the service excellence models and processes, how to use those tools for continuous improvement that can also help with individual performance of colleagues.
• Responsible for working with the Departmental Trainers, Department/Division Heads for all new colleagues on boarding in ensuring that their 21, 45 and 90 day reviews are conducted/documented and submitted timely and that testing, coaching actions is done between the 45 and redone at the 60 day period to be able to determine the success of new joiners in delivering to company expectations/standards in all areas.
• Support the People & Culture team with certified Trainings and Corporate training programs.
• Other duties as assigned by the RVP/GM and Hotel Manager

Your Experience and Skills Include

• Minimum 5–7 years of leadership experience in luxury hospitality or a similar environment
• Proven experience in training, service excellence, or operational leadership roles
• Strong understanding of Forbes, LQA, AAA, and luxury service standards
• Exceptional communication, facilitation, and presentation skills
• Strategic thinker with the ability to translate insights into actionable plans
• Strong analytical skills with experience using guest feedback and performance data
• Ability to influence, coach, and collaborate with leaders across all levels
• Highly organized with the ability to manage multiple priorities in a fast-paced environment
• Passion for people development, service excellence, and continuous improvement

Your team and working environment:

• Work within a dynamic, fast-paced luxury hotel environment, collaborating with cross-functional leaders
• Play a key role in shaping the guest and colleague experience across the property
• Be part of a culture that values innovation, excellence, and continuous learning

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