Elevate the Guest Experience as Fairmont Gold Manager

2 weeks ago

Richmond, British Columbia, Canada Accor Full time

About the Role:

The Fairmont Gold Manager at Accor's Fairmont Vancouver Airport is a dynamic leader who will create an exceptional guest journey for our most discerning guests. As a key member of our team, you will be responsible for leading an engaged and enthusiastic team to deliver outstanding results on targeted Key Performance Indicators (KPIs).

Key Responsibilities:

  • Lead the Fairmont Gold team to achieve excellent results on KPIs, including revenue growth, average daily rate, labor management, employee engagement, voice of the guest, and luxury quality assurance.
  • Ensure all Fairmont Gold standards and operating procedures are adhered to, maintaining the highest level of quality and service excellence.
  • Collaborate with the Executive Chef to develop and implement the Fairmont Gold Lounge menu, food cost, ordering, and presentation, ensuring a seamless and luxurious dining experience.
  • Build and maintain strong relationships with internal departments, including Housekeeping, Engineering, In-Room Dining, and others, to ensure a leading-edge product and luxury service experience.
  • Identify and develop existing policies and procedures to enhance the guest experience, staying current on industry and competitive trends.
  • Forecast, schedule, payroll, purchasing, and recruiting, creating annual budgets, month-end commentary, and monthly tracking of revenue for Fairmont Gold.
  • Own guest concerns, reacting quickly, logging, and communicating to key stakeholders, and following up to bring to full resolution.
  • Liaise with the Front Office team to ensure smooth arrival and departure of Fairmont Gold guests, maximizing incremental revenue programs and accurate inventory management.
  • Provide anticipatory service for guests via personalized pre-arrival emails and assist with reservations, arranging standard and requested amenities, and inspecting rooms prior to arrival to ensure guest satisfaction.
  • Ensure the Fairmont Gold lounge, operating equipment, and rooms are in perfect condition at all times, having all defects fixed by the engineering team.
  • Develop and maintain contacts with business partners, concessionaires, and counterparts of Fairmont Gold throughout Accor's global network.
  • Consistently implement creative and innovative ideas to enhance the Fairmont Gold guest experience, arranging special events such as wine tastings, cheese tastings, cocktail of the month, and promoting specialty dishes from F&B outlets.
  • Merchandise and arrange the Fairmont Gold offering, including the Boardroom, FVA dining experience, The Spa at The Fairmont, guest transportation, and support services within the Vancouver International Airport.
  • Responsible for the pristine cleanliness after all meal periods and throughout the day, adhering to Accor's ALLSAFE, WorksafeBC, and Health and Safety policies.
  • Actively participate and promote environmental programs and department-specific initiatives in working towards sustainable operations.
  • Assist in supervising other areas of the Front Office as needed.

Requirements:

  • Proven leadership skills supporting an environment of colleague development, interdepartmental teamwork, and a passion for unequalled customer service.
  • Dynamic, enthusiastic, creative leader who thrives under pressure, able to perform multiple functions.
  • Proactive, innovative, and service-driven with a demonstrated eye for detail.
  • Excellent interpersonal and communication skills, both written and verbal.
  • Minimum 1-2 years of experience in Rooms, including a solid working knowledge of Front Office operating systems.
  • Previous Food and Beverage experience an asset.
  • Degree/Diploma in Hospitality Management or a university degree, a strong asset.
  • As a condition of employment, you must be fully vaccinated for COVID-19 and provide acceptable proof of being fully vaccinated to the Hotel prior to your start date.

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