Front Desk Supervisor - Deloitte Floor

For over 95 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun. 

Reporting to the Deloitte Manager, the Deloitte Supervisor will support the day to day operation of the Deloitte floors by ensuring the perfect arrival, proper room assignments, accurate billing and a flawless departure experience. The Deloitte Supervisor will also provide Concierge services and will be expected to develop a solid understanding of Deloitte’s corporate culture and individual learning programs. Building rapport with our Deloitte Guests, the Deloitte Supervisor will take ownership to resolve any reported guest problems and will maintain strong relationships with housekeeping, maintenance, guest services and reservations to promote the seamless operation of the Deloitte floors and deliver a consistently flawless guest experience.

• Execute all room reservation related processes inclusive of handling, creating, amending, confirming and cancelling reservations in accordance with room reservation standards of performance.
• Execute all registration processes encompassing the arrival/departure experience in accordance with standards of performance. Including but not limited to the execution of the pre-arrival report and guestroom blocking based on ETA, preferences, and requests.
• Pre-register and pre-key rooms for all arriving Deloitte guests while monitoring rooms inventory and daily house cleaning status. Work closely with housekeeping and take corrective action to ensure that all guestrooms are available immediately upon guest arrival.
• Facilitate a personalized experience for all Deloitte guests at the dedicated 4th floor Deloitte University reception desk.
• Monitor process and track daily “no shows”; provide occupancy reports to Deloitte’s Conference Services Managers as requested and execute additional reports as required.
• Take accountability for guest concerns and requests and personally resolve problems and inquiries in a prompt and meaningful way. 
• Execute all telecommunications processes inclusive but not limited to answering incoming calls, monitoring and expediently responding to emails, texts and live chats.
• Maintain complete knowledge of all Deloitte University specific hotel services including but not limited to pantries, lounge, guestroom features, internal and external fitness options.
• Demonstrate excellent knowledge of the downtown area with ability to recommend restaurants and attractions and provide directions to common landmarks and locations.
• Perform regular walk-throughs of the lounge, pantries and public areas to ensure that all areas are presented in a clean, organized and neat fashion in compliance with established standards.
• Assist with guestroom inspections to maintain the Deloitte University North standards.
• Maintain excellent inter-departmental relationships with strong and effective communication to all hotel departments.
• Assist Deloitte Manager with additional projects as required.
• Adhere to and promotes the Company’s Health & Safety policies to ensure a safe work environment; knowledgeable about all safety & emergency procedures

• A minimum of one year 4 Diamond Hotel Front Desk experience.
• An operational knowledge and proficiency in Front Office Systems—Opera/Property Manager and Microsoft Office suite.
• Self-motivated and organized with proven ability to take initiative to prioritize tasks and consistently follow-through, working varying shifts based on business demands.
• Decisive problem solving skills including the ability to independently resolve guest problems in a prompt and meaningful manner.
• Recognized commitment to Guest Service and exceeding guest expectations.
• Proven ability to build effective inter-department relationships.
• Excellent written and verbal communication skills in the English language with demonstrated attention to detail and accuracy.
• A working knowledge of a second language and its application in the hotel and hospitality operation is an asset.
• Succinct knowledge of local attractions and the Toronto area.
• Degree or Diploma in Hospitality Management considered an asset

Do you enjoy helping others and building emotional connections to make people feel special and welcomed? If so, then we want YOU to be part of our Fairmont Royal York family.

Every day you will be responsible for engaging with our guests, clients and colleagues. You will create the essential Toronto experience at the hotel that has been a Canadian icon for over 95 years.  You will be given the responsibility to ensure that our guests and colleagues feel WELCOMED, CARED FOR and INCREDIBLE. Being part of the Fairmont Royal York family is more than providing warm and consistent service. As an ambassador of Fairmont Royal York, you will take the initiatives necessary to turn moments into memories by taking the time to understand our guests’ purposes: why are they staying at Fairmont Royal York, what is their length of stay and what are their preferences and passions? Making our guests feel heard and cared for creates an emotional connection to our brand and builds loyalty. 

These emotional connections are not just for guests. As part of the Fairmont Royal York family, you will be tasked with creating impactful relationships with your colleagues. 

If creating these lasting relationships and experiences excites you, read more about how your role supports our vision of continuing to create the essential Toronto experience!

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Career development opportunities with national and international promotion opportunities. The sky is your limit

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. 

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Note: Must already be legally entitled to work in Canada to be considered for the position

#LI