Guest Relations Manager

1 month ago

Vancouver, Canada AccorHotel Full time

**Company Description**
Company Description

Take part in the sustainable travel revolution at our harbor-front, eco-conscious hotel, which is home to Vancouver's first green roof and honey bee apiary. You'll be involved in building Fairmont Waterfront's ongoing reputation of excellence, which has recently seen us recognized as the 2nd Best Hotel in Canada by the readers of Conde Nast; Fairmont Waterfront offers relaxed luxury, incredible water views and is just steps away from Vancouver's seawall, Gastown and Canada Place. About us:
**Why work at Fairmont Waterfront?**
- Deeply committed to sustainability and community
- More than 50% of leadership team including c-suite, are women
- Firm believers in diversity - we have colleagues from 60 countries
- Passionate advocates for the LGBTQSIA + community - 365 days of the year, gender inclusive change rooms, on-going diversity training for all colleagues, hotel level committee and representation
- Industry leading Leadership program and learning program through our Academies
- Great perks - Colleague Travel Discount Program* that provides discounted rates for travel to over 5500 Accor hotels Worldwide, food & beverage discounts, transit reimbursement program for Trans Link monthly passes, subsidized meal during your shift through our colleague dining program, Benefit Plan* including medical, dental and vision coverage, Pension Plan, and more
- One free stay through our Be Our Guest Program
- Competitive annual salary commensurate with experience. Salary range starting at $65,000.
- _full-time and part-time status colleagues_

**Job Description** Guest Relations Manager - Full Time, Relief**

Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are _turning moments into special memories for our guests_ at Fairmont Waterfront. Showcase your interpersonal strengths as Guest Relations Manager, where you will lead, train and recognize your team in support of exceptional guest service

**Summary of Responsibilities**:
Reporting to the Director of Rooms, responsibilities and essential job functions include but are not limited to the following:

- Lead and support all aspects of the Front Office departments, including Front Desk, Reservations, Royal Service, Concierge, Guest Services, and Fairmont Gold, ensuring adherence to service standards and providing friendly, engaging service.
- Address guest concerns promptly, tracking and communicating with relevant departments to ensure memorable guest experiences.
- Continuously seek and utilize guest feedback to improve service quality.
- Promote Accor Live Limitless to enhance on-site loyalty member recruitment and implement Room Upsell programs to drive incremental revenue.
- Review arrivals and departures, manage VIP and special request reservations, and coordinate room assignments with relevant departments.
- Collaborate with Housekeeping and Guest Services on arrivals, departures, and lobby management, and oversee tours, groups, and conferences from a Front Desk perspective.
- Maximize room revenue by balancing rooms inventory.
- Optimize productivity through effective staffing and scheduling.
- Coach and mentor Front Office colleagues in their personal and professional development.
- Act as an active member of the Emergency Response Team, including handling emergency procedures and fire panel management.
- Ensure a safe working environment by following and maintaining Health & Safety standards.
- Assist with special projects and tasks as assigned by the hotel leadership team.

**Qualifications** Qualifications**

**Your experience and skills include**:

- Passion for guest service
- Excellent written and verbal communication, interpersonal and leadership skills
- Highly organized, results-oriented with the ability to be flexible and work well under pressure
- Degree or Diploma in Hospitality Management is an asset
- Minimum of 2-year previous proven leadership experience
- Must have the ability to handle a multitude of tasks and Guest requests
- Knowledge of Opera Property Management System an asset
- Should possess or seek certification in basic First Aid
- Strong guest service orientation and training skills background required
- Ability to work independently and prioritize responsibilities
- Experience with a Hotel loyalty program an asset
- Computer proficiency in a Windows environment (Word, Excel, PowerPoint)

**Physical Aspects of the role (include but are not limited to)**
- Constant standing and walking throughout shift
- Occasional lifting and carrying up to 30 lbs
- Occasional kneeling, pushing, pulling, lifting
- Occasional ascending or descending ladders, stairs and ramps

**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 personal

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