Director, VIP Concierge

Would you like to be part of an extraordinary team? Do you want to elevate your career with a global luxury brand offering extensive development opportunities? Would you like to utilize global perks & privileges & enjoy a completive salary + attractive benefits package?

The Director, VIP Concierge, reporting to Director, Rooms, is responsible for managing all Fairmont Gold & Concierge operations.  In addition the Director will be overseeing VIP experience throughout the hotel with his / her team. This position while based and focused on Fairmont Gold and suites, our exclusive lifestyle experiences transcends Rooms Division . The Director, VIP Concierge will ensure an exceptional guest experience throughout the hotel, while maintaining hotel profitability in a positive and innovative working environment.

Why work for Fairmont Pacific Rim?

• Opportunity to develop your talent and grow within Fairmont Pacific Rim and across the world!
• A competitive salary, starting from $90,000.00 per annum
• Complimentary work meal through our Colleague Dining Program
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Travel reimbursement program for a TransLink monthly pass
• Extensive benefits package including health, paramedical, dental, vision, life and disability insurance for those meeting eligibility requirements
• Company-matched pension plan and ability to enroll in the Group Registered Retirement Savings Plan for those meeting eligibility requirements
• Complimentary hotel stay for newly hired employees with breakfast for two through our BE OUR GUEST program

      What you will be doing:

• Be the point person for guest experiences throughout the hotel.
• Ensure the presence of the VIP Concierge team is felt throughout the hotel without internal boundaries and truly is felt as the HOTELS guest experience team
• Lead the VIP team to excellent results on targeted KPI’s including Fairmont Gold Revenue, ADR, Labor management, EES, TrustYou, LQA, Forbes
• Ensure the highest possible revenues are generated for Fairmont Gold with a minimum of associated expenses
• Work as a part of the VIP Concierge team to create memorable and luxurious experiences for all our guests, with a focus of Fairmont Gold and Suite guests
• Work with the Sales and hotel wide operational teams to ensure strategies are in place to maximize revenue and hospitality opportunities
• Identify and develop existing policies and procedures to improve the guest experience and touch points throughout the hotel.
• Track and forecast daily, weekly and monthly Fairmont Gold occupancy levels and plan the department accordingly
• Handle Fairmont Gold and Concierge guest concerns effectively and efficiently, while ensuring proper logging and follow-up is conducted
• Liaise with Front Office team to ensure smooth arrival/departure of Fairmont Gold, Suite and other VIP guests
• Provide coaching and mentoring sessions for the VIP Concierge team
• Develop and maintain contacts with business partners, concessionaires and counterparts of Fairmont Gold & Concierge throughout Fairmont Hotels & Resorts
• Consistently implement creative & innovative ideas to enhance Fairmont Gold guest experience by arranging for wine tasting sessions, cheese tasting, cocktail of the month, and promote specialty dishes from F&B outlets
• Ensure that the operating equipment, Concierge desk, Fairmont Gold Lounge, and Fairmont Gold Rooms are in perfect condition at all times by having all the defects fixed by the engineering team
• Conduct departmental meetings
• Responsible for forecasting, scheduling, payroll, purchasing and recruitment for department
• Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation
• Balance operational, administrative and colleague needs with a focus on operational and guest needs
• Follow department policies, procedures and safety standards
• Other duties as assigned

Your experience and skills include:

• Previous leadership experience in a similar guest relations capacity required
• Both previous Rooms and Food & Beverage leadership experience would be an asset but not required
• Exposure to FORBES properties and our high-end boutique hotel operations required
• Experience in developing and implementing Standard Operating Procedures
• Being able to think out of the box in a none traditional hotel structure
• Proven track record of managing teams and taking care of VIP’s and loyalty guests
• University/College degree in a related discipline preferred
• International experience in Luxury Hotels is preferred
• Command in multiple languages is preferred
• Previous concierge experience preferred
• Computer literate in Microsoft Window applications required
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment

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