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Director of Luxury Operations

2 months ago

Whistler, British Columbia, Canada Accor Full time
Job Title: Director, Fairmont Gold

At Fairmont Chateau Whistler, we are seeking a highly skilled and experienced Director to lead our Fairmont Gold department. As a key member of our leadership team, you will be responsible for ensuring the smooth and efficient operation of our luxury VIP department, consistently delivering exceptional guest service across all 94 rooms, check-in desk, and luxury lounge on the Fairmont Gold floor.

Key Responsibilities:
  • Lead a team of Assistant Managers, Supervisors, Captains, and Attendants to maintain service excellence across the Fairmont Gold department.
  • Review Fairmont Gold reservations to ensure all guest requests are met.
  • Control the Fairmont Gold room inventory, including upgrades, up sells, out of order rooms, sell outs, preventative maintenance, and special room projects.
  • Build strong working relationships with the Front Office and Housekeeping departments to sell and promote Fairmont Gold within the hotel.
  • Work with the Culinary Team to determine the Fairmont Gold Lounge menu, food cost, ordering, and presentation.
  • Take ownership of all capital and special projects specific to Fairmont Gold.
  • Create new initiatives to surprise and delight our guests, providing that special touch expected when staying on Fairmont Gold.
  • Maintain and provide clear, concise, and accurate information to guests about attractions, dining, special events, and other available services.
  • Maintain and report deficiencies in the department and knowledge of all safety and emergency procedures.
  • Supervise all contributing colleagues who provide services to the Fairmont Gold area to ensure that the appropriate service levels are provided and achieved at all times.
  • Maintain financial accountability with labor costs and departmental expenses.
  • Handle and resolve guest complaints, including follow-up in a timely manner and proper communication in the daily log.
Requirements:
  • Previous experience managing a large hotel department for 3+ years.
  • A minimum of 2 years in a 4-diamond hotel, with concierge experience an asset.
  • Diploma or Degree in Hospitality Management is an asset.
  • Must be able to inspire a team to achieve the ultimate luxury experience.
  • Must have a proven record of exceeding guest expectations and commitment to guest service.
Perks and Benefits:
  • Subsidized staff accommodation provided.
  • Complimentary meal in our staff cafeteria per shift.
  • Access to our Employee Travel Program, with discounts on room rates and food & beverage at Fairmont & Accor properties worldwide.
  • Hotel leisure benefits including Golf/Ski passes.

We are an equal opportunity employer and welcome applications from all qualified candidates. If you are contacted by a Recruiter, kindly inform them at any stage of the recruitment process if you will need support or accommodations.

At Accor, 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 our employees. We welcome applications from all qualified candidates.