Fairmont Gold Supervisor

Company Description

Take part in the sustainable travel revolution at our harbor-front, eco-conscious hotel, which is home to Vancouver's first green roof and honey bee apiary. You'll be involved in building Fairmont Waterfront's ongoing reputation of excellence, which has recently seen us recognized as the 2nd Best Hotel in Canada by the readers of Conde Nast; Fairmont Waterfront offers relaxed luxury, incredible water views and is just steps away from Vancouver's seawall, Gastown and Canada Place. About us:

Why work at Fairmont Waterfront?

• Deeply committed to sustainability and community
• More than 50% of leadership team including c-suite, are women
• Firm believers in diversity - we have colleagues from 60 countries
• Passionate advocates for the LGBTQSIA + community - 365 days of the year, gender inclusive change rooms, on-going diversity training for all colleagues, hotel level committee and representation
• Industry leading Leadership program and learning program through our Academies
• Great perks - Colleague Travel Discount Program* that provides discounted rates for travel to over 5500 Accor hotels Worldwide, food & beverage discounts, transit reimbursement program for Trans Link monthly passes, subsidized meal during your shift through our colleague dining program, Benefit Plan* including medical, dental and vision coverage, Pension Plan, and more!
• One free stay through our Be Our Guest Program
• Full rate of: $30.31

*full-time and part-time status colleagues

Summary of Responsibilities:

Reporting to the Fairmont Gold Manager, responsibilities and essential job functions include but are not limited to the following:             

• Consistently provide professional, friendly, and engaging service, ensuring a seamless experience for guests throughout their stay.
• Deliver exceptional concierge services, offering guests personalized information about local attractions, restaurants, theatres, special events, tickets, and available excursions.
• Develop and maintain strong relationships with guests to foster loyalty to Fairmont Gold and enhance the guest experience.
• Build and maintain contacts with business partners, local community members, and Fairmont Gold counterparts across the Fairmont Hotels & Resorts network.
• Oversee Fairmont Gold reservations, ensuring all guest requests are met and all standards are maintained.
• Assist guests in the Fairmont Gold Lounge, offering food and beverage service and maintaining a high standard of hospitality.
• Manage operational tasks across the pantry, lounge, and Fairmont Gold desk, ensuring efficient service delivery.
• Address guest concerns promptly, logging and notifying the appropriate departments to ensure timely resolution.
• Ensure compliance with departmental policies, procedures, and safety standards.
• Demonstrate a commitment to exceeding guest expectations by providing a personalized, curated experience that anticipates their needs.
• Perform all front desk duties, including accurately posting charges, assisting with check-in/check-out procedures, auditing, and reporting.
• Ensure a seamless arrival and departure experience for all guests, with particular attention to VIPs and market mix coordination.
• Resolve guest service challenges, ensuring issues are tracked and followed up on for effective service recovery.
• Must be available for shift work, including weekends, mornings, and evenings.
• Other duties as assigned.

Qualifications:

• A minimum of 2 year of prior Front Desk experience in a large hotel setting.
• Proficiency with Opera or a similar Property Management System and strong computer skills, including Microsoft Windows applications, are required.
• Previous working experience in Royal Service and or dealing with guest recovery systems.
• A University or College degree in Hotel/Hospitality Management is preferred. 
• Certifications in "Serving It Right" and "Food Safe" are considered assets.
• Professional appearance and exceptional guest service skills, with sophisticated verbal and written communication abilities.
• Strong interpersonal and problem-solving skills, with the ability to lead by example and work effectively under pressure in a fast-paced environment.
• Knowledge of Metro Vancouver, including its history, activities, and attractions, is beneficial.
• Ability to manage multiple tasks and priorities while maintaining focus on guest needs, staying calm and courteous at all times.
• Demonstrated reliability, responsibility, and the ability to work both independently and as part of a team.
• Flexibility to work various shifts, including weekends, early mornings and late nights.

Physical Aspects of Position (include but are not limited to)

Frequent standing and walking throughout shift

• Occasional kneeling, pushing, pulling, lifting up to 30lbs.
• 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