Assistant Fairmont Gold Manager

4 weeks ago

Victoria, Canada AccorHotel Full time

**Company Description**
Recognized as one of Top 21 Iconic Hotels in the World by National Geographic Traveler magazine, honoured with Travel + Leisure Magazine’s World’s Best Award for Top 10 City Hotels in Canada, and awarded Best Historic Hotel in the Americas, Fairmont Empress is located in Victoria, BC overlooking the city’s sparkling Inner Harbour.

This Forbes Four-Star, 4-Diamond property offers 464 beautifully appointed guest rooms and suites, Willow Stream Spa with signature West Coast experiences, Q at the Empress Restaurant featuring Pacific Northwest cuisine and award winning wine list, and Q Bar with its regionally focused cocktail culture was recently named to Canada’s 50 Best Bars list. World famous Tea at the Empress is a bucket list experience in the hotel’s sophisticated Lobby Lounge. Located on Vancouver Island, Canada’s Castle on the Coast is the ideal starting point to explore British Columbia’s stunning natural beauty.
**Job Description** What is in it for you**:

- Employee benefit card offering discounted rates at Accor properties worldwide
- Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver
- Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
- Opportunity to develop your talent and grow within your property and across the world
- Complimentary meal during your shift through our Colleague Dining Program
- Complimentary uniform laundering
- Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
- Access to our company-matched Defined Contribution Pension Plan (DCPP)
- Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
- Competitive hourly wage at $30.13

**What you will be doing**:

- Consistently offer professional, friendly and engaging service
- Managing all aspects of the Fairmont Gold floors, to ensure the smooth operation and highest level of guest satisfaction at all times
- Ensuring that all team members have the necessary resources available to exceed guest expectations
- Consistently seeking ideas for enhancing the Fairmont Gold product and services
- Maintaining communication with all departments within the hotel to ensure that Fairmont Gold standards are delivered on a consistent basis
- Tracking and forecasting daily, weekly and monthly Fairmont Gold occupancy
- Strong and effective communications with all other departments, highlighting Fairmont Gold area to ensure the proper level of service to our guests
- Managing all contributing staff members who provide services to the Fairmont Gold area to ensure that the appropriate services levels are provided and achieved at all times
- Handle Fairmont Gold guest concerns in relations to the areas and react quickly, logging, following up and bringing to full resolution
- Liaise with Front Office team to ensure smooth arrival/departure of Fairmont Gold guests, Fairmont Gold inventory management and collaborate on initiative to provide five star service
- Balance operational, administrative and Colleague needs
- Lead the operation of the Fairmont Gold arrival and departures experience.
- Responsible for the training, development and performance management up to and including termination of the Fairmont Gold Attendants
- Responsible for recruitment, onboarding and training of new Fairmont Gold Attendants
- Follow department policies, procedures and service standards
- Follow all safety policies
- Other duties as assigned

**Qualifications** Your experience and skills include**:

- Previous proven supervisory experience and 1 year of Front Desk experience
- A thorough understanding of the structure of the tourism and travel industry
- A sound knowledge of major cultures and expectations of travelers when abroad
- Food and Beverage service experience and asset
- Serving It Right certification required.
- University/College degree in a related discipline preferred
- Must possess a professional presentation
- Strong interpersonal and problem solving abilities
- Highly responsible & reliable
- Ability to work well under pressure in a fast-paced environment
- Ability to work cohesively as part of a team
- Ability to focus attention on guest needs, remaining calm and courteous at all times

**Additional Information** Physical Aspects of Position (include but are not limited to)**: Frequent standing and walking. Occasional bending and kneeling. Occasional lifting and carrying up to 20lbs. Occasional pushing and pulling.

**Your team and working environment**:Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds - where contrast meets distinction, opulence blends harmoniously wi

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