Fairmont Gold Supervisor

4 weeks ago

Ottawa Ontario HB, Montréal, Canada Accor Part time
Company Description

Located in the heart of Canada's capital next door to the Parliament Buildings, the landmark Fairmont Chateau Laurier hotel in Ottawa is looking to fill a role of Fairmont Gold Supervisor.

What is in it for you:
  1. Wonderful company culture - our colleagues are at the heart of all that we do
  2. Food & Beverage discount of 50% in our restaurants
  3. Employee benefit card offering discounted rates in Accor worldwide for you and your family
  4. Learning programs through our academies designed to sharpen your skills
  5. Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
Job Description

Reporting to the Fairmont Gold Manager, responsibilities and essential job functions include but are not limited to the following:
  1. Consistently offer professional, friendly and engaging service
  2. Demonstrate Fairmont Corporate standards and Service Promise standards in every interaction with guests and colleagues.
  3. Make certain that all Fairmont Château Laurier policies, procedures and corporate standards are known, followed and acted upon at all times
  4. Responsible for all aspects of the Fairmont Gold operations, to ensure a smooth operation and the highest level of guest satisfaction at all times
  5. Review all Fairmont Gold reservations to ensure all standards are met
  6. Ensure that the reservations of our Fairmont President Club Members are in order and that members' expectations are met
  7. Direct and execute approved plans and programs for Fairmont Gold in accordance with company and hotel policies
  8. Track and forecast daily, weekly and monthly Fairmont Gold occupancy
  9. Control room inventory including out of order rooms, sell outs, preventive maintenance and special room projects
  10. Ensure the highest revenues possible are generated by participating in, supporting and promoting the Fairmont Gold upsell program as well as monitoring honour bar revenue
  11. Provide exceptional concierge information to our guests
  12. Establish and maintain communication with all Fairmont Gold staff on a daily basis
  13. Develop and maintain contacts with counter parts in other Fairmont properties as well as other hotels and hospitality services in the city
  14. Strong and effective communication with all other departments, highlighting Fairmont Gold requirements from supplies to manpower requirements to ensure proper level of service to our guests
  15. Attend Department Communication meetings and other meetings in absence of Fairmont Gold Manager
  16. Maintain and report housekeeping and maintenance deficiencies in the department
  17. Provide exceptional service in the Fairmont Gold lounge
  18. Responsible for the set up and break down of all food and beverage presentations in the lounge (breakfast, coffee/tea service, bar service and canapés)
  19. Assist guests regarding food and beverage menu items
  20. Have knowledge of all menu items, garnishes, contents and preparation methods
  21. Attention to detail in ensuring the lounge is well maintained at all times and that the ambiance changes in the lounge from one food and beverage presentation to the next
  22. Lead and supervise the Fairmont Gold attendants to ensure all Fairmont Gold Standards and operating procedures are adhered
  23. Participate in recruitment, selection and performance management (including corrective action), of all colleagues working in Fairmont Gold
  24. Participate in the orientation and cross training process of all hotel colleagues who provide services to Fairmont Gold guests
  25. Ensure that the appropriate service levels are provided and achieved at all times
  26. Participate actively in the achievement of Guest Satisfaction initiatives
  27. Participate actively in the hotel community to further inter-departmental working relationships
  28. Take ownership in the achievement of Colleague Engagement Survey objectives
  29. Promote and enforce the hotel's Health & Safety standards and emergency procedures
  30. Promote and adheres to the company's Environmental and Green Team policies and procedures
  31. Perform related duties and special projects as assigned
Qualifications
  1. Previous Front Desk Agent experience required
  2. Two years' experience as a Concierge or Hotel Guest Services Agent
  3. Previous experience in a supervisory managerial capacity an asset
  4. Must have a proven record of exceeding guest expectations and commitment to guest service
  5. A Degree or Diploma in Hospitality Administration from a recognized University or College
  6. Previous food and beverage serving experience is preferred. Smart Serve certification required
  7. A sound knowledge of major cultures and expectations of international travelers
  8. Excellent written and verbal communication skills in both official languages
  9. Excellent interpersonal skills, with proven service leadership skills and the ability to inspire colleagues to deliver outstanding service
  10. Strong problem solving abilities
  11. Must have the ability to work cohesively as part of a team
  12. Organized and results-oriented with the ability to be flexible and perform well under pressure in a fast-paced changing environment
  13. Proven initiative and ability to complete projects in a timely manner
  14. Knowledge of Opera (Property Manager), Excel, Microsoft Word, Outlook
  15. Active member in good standing of Les Clefs D'Or is an asset
Additional Information

Physical Aspects of Position (included but not limited to):
  1. Frequent standing and walking throughout shift
  2. Occasional kneeling, pushing, pulling, lifting up to 20lbs
  3. Occasional ascending or descending ladders, stairs and ramps
Fairmont Château Laurier is proud to provide employment accommodation during the recruitment process. Should you require any accommodations, please notify us.

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

Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS #J-18808-Ljbffr

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