26 Oct
FAIRMONT
Metro Vancouver
Job Description
Guest Relations Manager
Join Our Dynamic Team! As a Guest Relations Manager, you will leverage your leadership and interpersonal skills to enhance Front Office Operations and ensure an exceptional guest experience.
Shifts include afternoons, evenings, and permanent overnight relief.
What is in it for you:
- 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
- Competitive Salary: Starting at $62,000+, with annual compensation reviews based on merit and experience
- Career Growth: Opportunities to develop your talents and advance within the property and globally
- Make a Difference: Participate in Corporate Social Responsibility initiatives, including our Planet 21 Sustainability Committee and Diversity, Equity & Inclusion Committee, supporting 2SLGBTQIA+, Ability & Accessibility, Gender Equality, and Race & Cultural Diversity
- 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
What you will be doing: Reporting to the Director of Front Office, you will lead the Front Office team, ensuring luxury guest service, colleague development, and maximizing service opportunities.
- Lead and support all Front Office departments (Front Desk, Royal Service, Concierge, Guest Services,
Fairmont Gold) to uphold high service standards
- Address guest concerns swiftly, ensuring memorable experiences
- Use guest feedback to continually improve service
- Collaborate with Rooms division leaders for seamless operations
- Communicate operational needs effectively via daily briefings, emails, and meetings
- Optimize room revenue through inventory management and participation in yield meetings
- Enhance productivity with effective staffing and scheduling
- 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.
- Train new leaders and colleagues as needed
- Serve as a role model for our brand’s 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
- Assist with special projects and tasks assigned by hotel leadership
▶️ Guest Relations Manager
🖊️ FAIRMONT
📍 Metro Vancouver