Night Manager

2 weeks ago

Toronto, Canada FAIRMONT Full time

**Company Description**
For over 91 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 Night Manager is responsible for the smooth overnight operations of the Fairmont Royal York, ensuring the highest level of guest satisfaction and adherence to corporate audit guidelines. This includes extending exemplary service to our guests and enforcing Hotel policies and procedures.
- Ensure the daily smooth running of the Night Team with regards to directing:

- Night Auditors (F&B and Rooms Audit), Front Desk Agent, Night Bellmen
- In conjunction with the Front Office and Director of Finance:

- Formalize and improve work processes (Front Desk/Accounting)
- Follow corporate guidelines for operations reconciliation
- Builds and maintains a liaison with key departments (Housekeeping, Guest Services, Security Services, Communications, Room Service, etc) to ensure smooth arrival and departure experience
- Co-ordinates any changes with above noted departments and communicates guest satisfaction and concerns that may arise with any related problems
- Handles guest complaints and assists in resolution
- Communicates with Royal Service or appropriate department regarding any concerns or deficiencies
- Communicates with sales/catering and all other departments as needed on the outcome, challenges and successes of all functions
- Aiding them so they may excel in their positions
- Ensure that all financial reporting is maintained and accurate for both Rooms and F&B operations
- Thorough knowledge of emergency procedures and general crisis situation procedures
- Ongoing coaching and training of team members relating to service and audit expectations
- Complete all other duties as assigned by Director of Front office and Director of Finance that relate to the overall operation of the Hotel overnight

**Qualifications**
- Passionate about guest experience
- Strong computer skills, especially knowledge of Opera PMS (or similar), Microsoft Word and Excel
- Minimum of two years previous experience in a Rooms department, preferably Front Office operations
- Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignments and additional duties.
- Must work well under pressure in a fast paced environment and handle conflicting priorities
- College degree in Hospitality management or related field preferred
- Team Members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules may include working on holidays, weekends, and alternate shifts

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

- Regular standing and walking throughout shift

**Additional Information**
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 91 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 &

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