Housekeeping Manager

For over 94 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.

The Housekeeping department at the Fairmont Royal York Hotel maintains 1365 guestrooms and two hundred and twenty-eight thousand square feet of public spaces. Reporting to the Assistant Director of Housekeeping, the Housekeeping Manager is responsible for the quality and cleanliness of the guestrooms and the hotel through a keen eye for detail to provide exceptional service to our guests.

Managerial/Administrative

• Must have an extremely keen eye for detail and must be relentless in their pursuit of excellent service and cleanliness standards within the guestrooms, the corridors and the surrounding environment.
• Continually striving for improvement of JD Power scores, EES Results and the Richey score in conjunction with the entire Housekeeping team.
• Check with room attendants to ensure they are supplied with the tools to complete their tasks
• Communicate, prioritize and inspect VIP and FPC rooms to room attendants
• Maintaining the proper room statuses and communicate discrepant rooms
• Managing the room attendants for guestroom quality and completion of their assigned credit of rooms; which includes re-training, coaching, and performance managing
• Encourage, celebrate and reward good performance
• Handling guest complaints and follows through on actions required
• To have a complete understanding of the Collective Bargaining Agreement and to follow the guidelines of both the CBA and Employee Handbook
• Ensure awareness of daily communication measure by reading logs, emails, SOP, etc.
• Conducting annual performance reviews of housekeeping colleagues
• To complete and follow through on work orders
• Share ideas in means to enhance the product and improve the guest experience
• Check all service areas and exits to ensure they are clean, items are in the proper assigned storage area and free of obstructions
• Ability to assign room attendants’ daily tasks sheets and floor keys
• At end of a AM shift, ensure an efficient pass-on to the Evening Housekeeping Manager
• Active participation in employee functions, such as Housekeeping Birthday parties
• Assuming the duties of any other Housekeeping Department Manager when necessary, e.g. attend pre-con meetings, morning operations meeting, forecast meeting, etc.
• Knowledge of all guestroom Fairmont Standards and Hotel specific standards
• Assist in robe, linen and other inventories
• Other duties assigned by the Director of Housekeeping and Assistant Director of Housekeeping

• Hotel Management/ Hospitality & Tourism degree or equivalent diploma is an asset
• Housekeeping experience preferably in a supervisory role
• Knowledge of Property Management System (Fidelio Opera or equivalent), Microsoft Office and Outlook
• Excellent organizational, communication and interpersonal skills
• Must be service and team oriented
• Ability to motivate colleagues
• Must be able to work all shifts.
• Hours need to be flexible to accommodate to operational needs

Visa Requirements: Must provide proof of eligibility to work in Canada.

Job Perks & Benefits:

• Complimentary meal in our staff cafeteria each shift
• Exclusive discounts at Accor branded properties worldwide with our colleague benefit card
• Complimentary dry-cleaning services for your work attire
• Learning programs tailored to hone your skills and talents
• Opportunities to make a meaningful impact by participating in our Corporate Social Responsibility initiatives, including our Sustainability Committee and Diversity, Equity & Inclusion (DEI) Committee
• Career advancement opportunities, with pathways to national and international promotions, the opportunities are limitless
• Access to our comprehensive benefits package, including extended health, dental, vision benefits; life and disability insurance; pension with company match; and Registered Retirement Savings Program (RRSP) and a Tax-Free Savings Account (TFSA) (for salaried roles)