Rooms Controller Manager

Who We Are 

For over 95 years, Fairmont Royal York has stood as a beacon of luxury and excellence in the heart of Toronto. Opened in 1929, this historic hotel was once the tallest building in the British Commonwealth, and today, Fairmont Royal York continues to be a symbol of timeless elegance and modern sophistication. Where tradition meets innovation, and every day offers a chance to make history, a million stories have been told. Join us in creating our next chapter with your story. 

Why work for Fairmont? 

A Rich History - Join a storied tradition at Fairmont Royal York, where nearly a century of luxurious hospitality and exceptional service have made us a Toronto landmark.  

A Culture of Excellence - Be part of a dedicated team committed to delivering unparalleled guest experiences and maintaining the highest standards of service.  

Grow, Learn and Enjoy! - Benefit from comprehensive training programs, mentorship, and a supportive work environment that empowers you to reach your full potential.  

New Energy for A Storied Landmark- As the world and Toronto move toward a more sustainable future, our landmark hotel is in a stunning transformation for the zero-carbon century ahead. 

About the Application Process: 

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence. 

Seeking a dynamically motivated, multi-tasked individual for the position of Rooms Controller Manager. The Rooms Controller Manager would be responsible for daily room allocation and assist in leading the operations of the Front Office department; including providing support, coaching, and directing over 100 Front Office Employees. The Rooms Controller Manager will work closely with other departments within the Rooms Division, such as Housekeeping, Fairmont Gold, as well as all other departments in the hotel.

• Supporting company and hotel policies and procedures including the promoting and participation in Colleague Engagement, Health and Safety, and guest experience initiatives.
• Ability to work effectively and provide support in a large team with shared responsibilities
• Oversee daily room inventory and assignments, ensuring all guest requests are noted and inventory is balanced.
• Appropriately prepare for loyalty members and VIP arrivals (pre-arrival communication, welcome drink invitations, amenity program, welcome cards, etc.)
• Ensure service standards are met and exceeded i.e. LQA and brand Audits, anticipation of guest needs, up-selling, All loyalty enrollments etc.
• Responsible for ensuring that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas. Assisting the leadership team in preparing room moves, appropriate room options and assistance.
• Support Groups and Conventions from a Front Office perspective, from pre-convention to post-convention stage.
• Liaise with key departments (Housekeeping, Engineering, Food & Beverage, Royal Service,   Reservations and Sales and Conference Services) to ensure smooth sense of arrival and departure and allocations.
• Assist as needed to ensure the success of daily hotel operations – including welcoming and acknowledging guests during check-in and out moments, according to company standards.
• Participating in Preventative Maintenance and General Clean room programs with Housekeeping and Engineering.
• Liaise with VIP parties (i.e. State Visits) special attention guests, ensuring that accommodation is in order, all rooming requests are met.
• Liaise with the F&B team to ensure proper communication of amenities and guest requests.
• Thorough knowledge of function bookings and their effect on lobby and public areas
• Attendance at all required Hotel meetings
• Thorough knowledge of emergency procedures (Emergency Preparedness Manual) and general crisis situation procedures
• Supporting administrative tasks such as responding to guest inquiries, emails, phone calls and office supply management.
• Assist leadership in clearing daily departures.
• Facilitate the advancement of hotel initiatives through active representation of the Front Office in hotel committees.
• All other duties as assigned

• Knowledge of Micros Fidelio Opera and Microsoft Office Applications
• Minimum of two years previous Front Office supervisory experience at a mid-sized to large hotel
• Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties
• Highest Guests Service skills, talent and knowledge with the vision and ability to lead employees to excellence
• Post-Secondary School Education with Diploma in Hotel Management an asset

Physical Aspects of Position include but are not limited to the following: 

• Constant standing and walking throughout shift
• Frequent lifting and carrying up to 30 lbs
• Constant kneeling, pushing, pulling, lifting
• Frequent ascending or descending ladders, stairs and ramps
• Must be able to work evenings, weekends, holidays, and overnight

What’s in it for you? 

• Free Meals: Healthy meals on us every shift. 
• Travel Discounts: Sweet deals at Accor hotels worldwide. 
• Dry Cleaning: Free dry-cleaning for your work gear. 
• Skill Up: Custom learning programs to boost your talents. 
• Impact: Join our Health & Wellness, Sustainability, and DEI Committees. 
• Level Up: Unlock new career heights with exciting growth paths. 

BE PART OF OUR FUTURE. 

Another stunning chapter for the iconic Fairmont Royal York has begun, and we invite you to be a part of it. If you are passionate about hospitality, driven by excellence, and eager to contribute to an esteemed institution, we want to hear from you. Join us and help shape the future of one of Toronto’s most treasured landmarks. 

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

Accommodations: We encourage you to let us know if you require any accommodation through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: ryh.careers@fairmont.com 

Our Commitment to Diversity & Inclusion: At Fairmont Royal York, we believe that the strength of our team lies in its diversity. We are committed to fostering an inclusive environment that respects the unique backgrounds, perspectives, and talents of the individual. As an Equal Opportunity Employer, we provide equal access to opportunities. We welcome applications from all qualified candidates.