Director of Guest Services

AccorHotel; Vancouver; On-site; CAD 85,000 - 105,000; Full time

Job summary

Join the Fairmont Hotel Vancouver as the Director of Guest Services, a key role in orchestrating the guest journey with a focus on delivering an exceptional hospitality experience. You will lead the guest services operations, mentor a dedicated team, and ensure every guest feels warmly welcomed within a historic luxury setting. This role offers competitive compensation and comprehensive benefits, creating opportunities for professional growth in a vibrant and supportive environment.

Benefits

Competitive compensation

Comprehensive benefits

Paid time off including vacation and statutory holidays

TransLink monthly transit pass reimbursement

Complimentary duty meals

Accor Colleague Benefit Card

Learning and development programs

Opportunities for Corporate Social Responsibility activities

Qualifications

• Minimum 3 years of leadership experience in Guest Services or Rooms Division within a luxury hotel.
• Demonstrated ability to lead and inspire diverse teams in a unionized environment.
• Genuine hospitality mindset leading with empathy and professionalism.

Responsibilities

• Oversee the hotel's guest-facing operations including reception and concierge.
• Act as a key liaison across hotel departments for exceptional service delivery.
• Inspire and coach the Guest Services leadership team and frontline colleagues.

Skills

Guest-Centric Mindset

Operational Expertise

Leadership with Impact

Crisis-Ready Confidence

Strong Business Acumen

Education

University degree or college diploma in Hospitality Management

Tools

Opera

Job description

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 hotels 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.

Whats In It For You

• A purpose-driven inclusive company culture where people are at the heart of everything we do
• Competitive compensationstarting at $85000 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 Youll 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 Fairmonts 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 Accors limitless possibilities.

By joining Accor every chapter of your story is yours to write and together we can imagine tomorrows hospitality. Discover the life that awaits you at Accor visit what you love care for the world dare to challenge the status quo! #BELIMITLESS

Remote Work : Employment Type :

Full-time

Key Skills

Experience : years

Vacancy : 1

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