Luxury Guest Experience Manager
7 days ago
Company Overview:
Fairmont Hotel Vancouver is an iconic landmark in the heart of Downtown Vancouver, known for its chateau-style architecture and grandeur.
About the Role:
We are seeking a highly skilled Luxury Guest Experience Manager to lead our Front Office team and ensure exceptional guest service.
Key Responsibilities:
- Lead and support all Front Office departments to uphold high service standards
- Address guest concerns promptly and use feedback to continually improve service
- Collaborate with Rooms division leaders for seamless operations
- Motivate colleagues and drive additional revenue through incentive programs
- Coach and mentor Front Office colleagues for personal and professional growth
- Foster engagement through active leadership and meaningful recognition
- Serve as a role model for our brands mission and values
- Maintain high guest satisfaction scores through ongoing training
- Act as an Emergency Response Team member managing crisis situations and procedures
- Promote a safe work environment by adhering to Health & Safety standards
Requirements:
- Strong service-oriented personality with prior leadership experience
- Extensive knowledge of Front Office operations
- Familiarity with Opera or similar systems
- A university degree or hotel management diploma is preferred
- Proven ability to build and maintain relationships with stakeholders
- Excellent communication and networking skills
- Highly organized, multitasked, detail-oriented, and able to manage conflicting priorities
- Ability to lead by example and foster a high-performance team culture
- Willingness to work a flexible schedule including rotating shifts and extended hours
Benefits:
- Competitive salary: starting at $62,000 per year
- Employee Benefit Card: Enjoy discounted rates at Accor properties worldwide
- Exclusive Discounts: Access special rates at Fairmont Hotel Vancouver for you, your friends, and family
- Dining Discounts: 50% off at our dining venues in Vancouver, Victoria, and Whistler through the Pacific Northwest Food & Beverage Discount Program
- Complimentary Stay: One night at Fairmont Hotel Vancouver with breakfast and dinner for two upon meeting eligibility requirements
- Professional Development: Access complimentary learning and development programs through our Academies and discounted eCornell Online Certificate programs
- Career Growth: Opportunities to develop your talents and advance within the property and globally
- Colleague Dining Program: Complimentary meal during your shift
- Uniform Laundering: Complimentary uniform cleaning services
- Comprehensive Benefits: Including extended healthcare, dental, vision, and wellness sessions through LifeWorks
- Pension Plan: Access to a company-matched Defined Contribution Pension Plan (DCPP), Registered Retirement Savings Plan (RRSP), and Tax Free Savings Account (TFSA) upon meeting eligibility
- Paid Time Off: Up to 30 days of vacation, twelve statutory holidays, and birthday leave once eligible
- Transit Subsidy Program: Payroll deductions for transit with company-provided discounts
- Recognition Program: Opportunities to win your dream trip through our annual employee and leadership recognition initiatives
- Leadership Development: Coaching and mentorship programs to enhance your career
Location: Downtown Vancouver, British Columbia, Canada
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