Guest Services Manager

Recognized as one of Top 21 Iconic Hotels in the World by National Geographic Traveler magazine, honoured with Travel + Leisure Magazine’s World’s Best Award for Top 10 City Hotels in Canada, and awarded Best Historic Hotel in the Americas, Fairmont Empress is located in Victoria, BC overlooking the city’s sparkling Inner Harbour.

This 4-Diamond property offers 400+ beautifully appointed guest rooms and suites, Willow Stream Spa with signature West Coast experiences, Q at the Empress Restaurant featuring Pacific Northwest cuisine and award winning wine list, and Q Bar with its regionally focused cocktail culture was recently named to Canada’s 50 Best Bars list. World famous Tea at the Empress is a bucket list experience in the hotel’s sophisticated Lobby Lounge. Located on Vancouver Island, Canada’s Castle on the Coast is the ideal starting point to explore British Columbia’s stunning natural beauty.

What is in it for you: 

• Employee benefit card offering discounted rates at Accor properties worldwide 
• Exclusive Employee and Friends & Family Discounts at Fairmont Empress
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world! 
• Complimentary meal during your shift through our Colleague Dining Program 
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Competitive annual salary commensurate with experience, starting at $64,000

What you will be doing:

• Maintains a high level of professionalism in all aspects of job performance.
• Ensures our Fairmont President Club members are recognized upon arrival, receiving a warm greeting and appropriate assistance
• Ensures Fairmont standards, procedures, and practices (LQA, KIT, JDP) are followed by providing the highest quality of colleague training, monitoring performance and providing coaching on an on-going basis
• Policies are in place and maintained to prevent damage and loss of guest’s belongings and hotel property.  Responsible for regular maintenance of equipment including hotel vehicle(s) , golf clubs, bikes and bell carts
• Ensures the achievement of financial objectives through accurate staffing and scheduling, consistently monitoring productivity and ensuring the accurate administration of payroll.
• Develops an engaged, enthusiastic and guest driven team through recruitment, personal and professional development and reward.
• Promotes positive colleague relations through an environment that encourages open communication trust and mutual respec
• Accurate administration of the Collective Agreement
• Plans regular and effective communication with all Guest Services colleagues through individual and departmental communication meetings and Pre-Shift briefings
• Cooperates, coordinates and communicates with other departments of The Fairmont Empress to ensure the highest level of Guest Service is maintained
• Ensuring that all Health & Safety standards are met, procedures followed, and that employees have the correct knowledge and tools to work safely. Member of the Emergency Response Team
• Provide leadership support in the absence of the Front Office Manager
• Performs any and all other tasks which are assigned by management.
• Other duties as assigned

Qualifications:

• Minimum 2 years' previous supervisory/management experience in Front Office operations.
• Knowledge of computerized Front Office systems required with emphasis in Property Manager
• Proficiency in Word and Excel. Excellent written and verbal communication skills required
• University degree or College diploma in Hotel Management preferred
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Superior leadership and coaching skills with a proven track record of developing and motivating career minded Front Office professionals
• Ability to work independently and prioritize responsibilities and handle a multitude of tasks, colleagues and guest requests
• Highly responsible & reliable
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
  Ability to work cohesively as part of a team
• Passion for guest service, strong guest service orientation and training skills background required
• Must be physically able to lift luggage and possess a valid class 5 driver’s license with clear abstract.

Physical Aspects of Position (include but are not limited to): Frequent standing and walking, Occasional bending and kneeling, Occasional carrying and lifting

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Your team and working environment: Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds – where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

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