Director, VIP Concierge

Reporting to the Director, Rooms, the Director, VIP Concierge is responsible for leading all Fairmont Gold and Concierge operations while overseeing the VIP experience across the hotel. While based within Fairmont Gold and the hotel’s suites, this role transcends the Rooms Division to ensure a seamless, personalized, and elevated guest journey. The Director, VIP Concierge sets the standard for luxury service excellence, builds meaningful relationships with guests and partners, and ensures exceptional experiences while supporting hotel profitability in a positive and innovative environment.

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 $91,500.00 per annum
• 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
• Opportunity to grow within a collaborative and professional Rooms Division team
• Opportunity to shape and innovate elevated guest experiences
• Work alongside passionate, service-driven professionals
• 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:

• Lead, develop, and inspire the Concierge and VIP Experience teams through coaching, mentoring, recruitment, and performance management to deliver world-class, personalized service
• Design, execute, and continuously enhance the hotel’s VIP and Fairmont Gold guest experience strategy, ensuring consistency and excellence across all touchpoints
• Oversee Fairmont Gold and Concierge operations, including forecasting occupancy, scheduling, payroll, purchasing, and resource planning
• Personally manage high-profile, long-stay, and special-request guests, ensuring seamless end-to-end experiences with the highest level of discretion and confidentiality
• Build and maintain strong relationships with VIP guests, repeat guests, owners, executives, business partners, concessionaires, and Fairmont Gold counterparts across Fairmont Hotels & Resorts
• Collaborate closely with Front Office, Guest Relations, Sales, Marketing, Culinary, Housekeeping, Security, Engineering, and other stakeholders to deliver flawless VIP stays
• Anticipate guest preferences through detailed profiles, pre-arrival planning, and post-stay follow-up, proactively addressing feedback, trends, and satisfaction metrics
• Curate creative and innovative Fairmont Gold experiences, including tastings, signature cocktails, and promotions in collaboration with Food & Beverage leadership
• Partner with the Executive Chef to define Fairmont Gold Lounge menus, food cost controls, ordering, and presentation standards
• Manage and elevate external partnerships, including luxury brands, local experiences, transportation, entertainment, and lifestyle services
• Ensure Fairmont Gold Rooms, Lounge, Concierge desk, and operating equipment are maintained to the highest standards in partnership with Engineering
• Conduct departmental meetings and ensure full compliance with departmental policies, procedures, safety standards, and brand guidelines
• Balance operational, administrative, and colleague needs with a strong focus on guest experience and profitability
• 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 experience managing high-profile guests and complex, bespoke service requests
• Strong knowledge of luxury service standards and personalized guest journey design
• Exceptional interpersonal skills with the ability to build trust and long-term relationships
• Highly organized, detail-oriented, and solutions-driven
• Discreet, professional, and confident in handling sensitive information
• Strong leadership skills with a hands-on, service-focused approach
• Ability to work flexible hours, including evenings, weekends, and holidays as required
• Ability to work well under pressure in a fast-paced environment

Your team and working environment:

You will lead a dynamic and service-driven VIP Concierge and Fairmont Gold team, fostering a culture of excellence, personalization, and collaboration. Working closely with the Rooms Division leadership and key hotel partners, including Front Office, Guest Relations, Culinary, Sales, Marketing, Housekeeping, Engineering, and Security, you will guide your team to deliver seamless, elevated experiences for our most valued guests while developing future leaders within the operation.

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