Director of Guest Services

Fairmont Hotels & Resorts; Vancouver; On-site; CAD 85,000 - 120,000; Full time

Job summary

As the Director of Guest Services at Fairmont Hotel Vancouver, you’ll lead the guest journey, ensuring exceptional service and operational excellence. With a strong focus on hospitality and leadership, you will inspire your team and contribute to creating memorable experiences for guests in a historic luxury setting.

Benefits

Competitive salary with annual reviews

Comprehensive health benefits

Paid vacation and statutory holidays

TransLink monthly transit pass reimbursement

Complimentary duty meals

Employee discount programs

Learning and development programs

Corporate Social Responsibility activities

Qualifications

• Minimum 3 years of leadership experience in Guest Services or Rooms Division.
• Strong business acumen and operational expertise.
• Experience with front office systems, preferably Opera.

Responsibilities

• Oversee guest-facing operations like reception and concierge.
• Inspire and manage Guest Services leadership team.
• Monitor guest services operations for performance standards.

Skills

Leadership

Customer Service

Problem Solving

Communication

Education

University degree or college diploma in Hospitality Management

Job description

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Company Description

Experience the magic of working at Fairmont Hotel Vancouver, a timeless Vancouver landmark known as the ‘Castle in the City’. With its majestic chateau-style architecture, copper green roof, and historic gargoyles, this stunning hotel has been captivating visitors since 1939. Located in the heart of downtown Vancouver on prestigious Georgia Street, the hotel is surrounded by a dynamic arts scene, vibrant shopping, exciting nightlife, and world-class dining. Join our cherished team, and be part of an unforgettable hospitality experience. You’ll help create lasting memories for our guests in a setting that’s as exceptional as you are!

Company Description

Experience the magic of working at Fairmont Hotel Vancouver, a timeless Vancouver landmark known as the ‘Castle in the City’. With its majestic chateau-style architecture, copper green roof, and historic gargoyles, this stunning hotel has been captivating visitors since 1939. Located in the heart of downtown Vancouver on prestigious Georgia Street, the hotel is surrounded by a dynamic arts scene, vibrant shopping, exciting nightlife, and world-class dining. Join our cherished team, and be part of an unforgettable hospitality experience. You’ll help create lasting memories for our guests in a setting that’s as exceptional as you are!

Job Description

Director of Guest Services

Inspiring leadership. Impeccable standards. Historic elegance.

Join the iconic Fairmont Hotel Vancouver, where history meets luxury in the heart of the city. As Director of Guest Services, you will be a key architect of the guest journey, orchestrating every touchpoint with poise, precision, and a heartfelt commitment to excellence. In this strategic, service-driven leadership role, you will oversee the hotel’s guest-facing operations, including reception, bell services, concierge, and guest experience whilst ensuring every guest feels warmly welcomed and flawlessly cared for throughout their stay.

What's In It For You

• A purpose-driven, inclusive company culture where people are at the heart of everything we do
• Competitive compensation, starting at $85,000 annually, with regular performance-based reviews
• Comprehensive benefits, including health, dental, vision, life, and disability insurance for those meeting eligibility requirements
• Company-matched pension plan, and Group Registered Retirement Savings Plan program access
• Paid time off: 10 vacation days annually (increasing with tenure), 12 statutory holidays, plus paid birthday leave
• TransLink monthly transit pass reimbursement program
• Complimentary duty meals and dry-cleaning of business attire
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Accor Colleague Benefit Card offering discounted room and food & beverage rates at Accor properties worldwide for you and your family
• A complimentary hotel stay with breakfast for two through our “Be Our Guest” onboarding program
• Learning and development programs through our Academies to support your professional growth
• Opportunities to make a difference through our Corporate Social Responsibility activities
• The chance to have fun at work alongside passionate hospitality professionals who are committed to making the world a more welcoming place
• The opportunity to work in a luxury hotel environment within a Vancouver heritage building with a historic legacy dating back to 1939
  
  

What You’ll Be Doing

Reporting to the Director of Rooms, you will:

• Lead with Purpose: Inspire and oversee the Guest Services leadership team and frontline colleagues to deliver intuitive, thoughtful service that consistently exceeds expectations.
• Champion the Guest Experience: Serve as the primary steward of the guest journey from seamless arrivals to fond farewells, including VIP coordination, group arrivals, and loyalty recognition.
• Elevate Team Performance: Coach and develop colleagues through regular feedback, mentorship, and hands-on leadership, fostering high engagement and continuous improvement.
• Collaborate Cross-Functionally: Act as a key liaison across hotel departments, ensuring clear communication and seamless coordination to support exceptional service delivery.
• Drive Operational Excellence: Monitor and manage guest services operations, optimizing labor, enhancing service standards, and ensuring SOP adherence to meet performance goals.
• Support Strategic Goals: Partner with the Director of Rooms to implement initiatives aligned with guest satisfaction, loyalty program engagement, colleague development, and profitability.
• Be the Calm in the Storm: Act as Manager on Duty, responding decisively to guest concerns and operational needs with empathy, clarity, and professionalism.
• Promote Brand Standards: Uphold Fairmont’s commitment to luxury, sustainability (Planet 21), safety, and inclusivity in every interaction.
• Maintain Our Signature Presence: Ensure the hotel entrance and lobby are pristine, welcoming, and reflective of our luxury image, from ambiance to atmosphere.
  
  

Qualifications

What You Bring to the Role

• A Passion for People: A genuine hospitality mindset, leading with empathy, professionalism, and a focus on building meaningful guest and colleague connections.
• Operational Expertise: Minimum 3 years of leadership experience in Guest Services or Rooms Division within a luxury hotel; working knowledge of front office systems (Opera experience strongly preferred).
• Leadership with Impact: Demonstrated ability to lead and inspire diverse teams in a unionized environment, with a foundation in coaching, conflict resolution, and performance management.
• Strong Business Acumen: Skilled in scheduling, labor forecasting, and aligning team performance with departmental and organizational goals.
• Crisis-Ready Confidence: Exceptional interpersonal and problem-solving skills, with a calm, solutions-oriented approach to high-pressure situations.
• Guest-Centric Mindset: A sophisticated understanding of luxury service, how it looks, feels, and is delivered consistently at the highest level.
• Education: A university degree or college diploma in Hospitality Management (preferred).
  
  

Your Physical Environment

• A dynamic blend of office and on-floor presence, engaging with guests and supporting your team in equal measure
• Ability to occasionally lift or move items up to 50 lbs, and perform physical activities including standing, bending, or navigating stairs for extended period
  
  

Be Part of Something Timeless. Lead with Heart. Make Special Happen.

Additional Information

Visa Requirements

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Our Commitment To Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Hospitality

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