Fairmont Gold Supervisor

FAIRMONT; Toronto; On-site; CAD 61,000 - 69,000; Full time

Benefits offered by this job

Free meals

Dry cleaning for work attire

Skill up and growth opportunities

Health & wellness initiatives

Career growth paths

Job summary

FAIRMONT Royal York in Toronto seeks a guest-focused professional to support front desk and concierge operations, ensuring personalized service from arrival to departure. You will act as a personal liaison, manage reservations, and collaborate with multiple teams to deliver a seamless experience in a luxury setting.

The role requires hospitality experience, strong English communication, and a commitment to service excellence in line with Fairmont standards.

Qualifications

• Minimum one year experience in Guest Reception or similar luxury setting.
• Excellent English communication skills required.
• Knowledge of local attractions, services and suppliers preferred.
• Active membership in Les Clefs d’Or is an asset.
• Degree or Diploma in Hospitality Management is an asset.

Responsibilities

• Participate in guest recognition initiatives to personalize service.
• Support front desk, concierge and lounge operations per standards.
• Act as a personal liaison for guests and follow up on requests.
• Manage room reservations including create, amend, confirm and cancel.
• Post charges in Opera PMS and handle payments per procedures.

Skills

Guest Reception

Communication

Multitasking

Microsoft Office

Attention to detail

Education

Diploma in Hospitality Management

Tools

Opera PMS

Microsoft Office Suite

Job description

Specific Roles and Responsibilities That Create the Essential Toronto Experience:

• Actively participate in guest recognition initiatives; proactively seeking to understand guest preferences in order to execute high levels of personalized service at all times.
• Support the execution of pre-arrival preparations, front desk and concierge services, and lounge operational support as needed in accordance with standards of performance.
• Act as a personal liaison for all guests, taking personal ownership of their requests and following up accordingly
• Assist with executing room reservation related processes inclusive of handling, creating, amending, confirming and cancelling reservations in accordance with room reservation standards of performance.
• Execute all cashiering processes, inclusive of posting charges to accounts in the Opera PMS. Balances daily cash float and processes approved method of payments in accordance with established procedures, dropping funds received into designated vault in adherence with cashiering policies, reporting any overages/shortages at shift end.
• Support with the execution of all food & beverage processes as needed, adhering to applicable standards of performance and sanitation codes.
• Work cohesively in collaboration with the Concierge, Royal Service, Room Reservations, Guest Reception, Housekeeping, In Room Dining, and Guest Services teams to ensure a smooth and opportunity free experience for all guests.
• Take personal ownership of Fairmont Gold Guest Floors: conduct personal reviews of public areas and back of house areas including Guest Reception, Lounge, Elevator Foyers and Guest Corridors to ensure they are in a clean, organized, and in compliance with established standards, initiating and coordinating any corrective action immediately.
• Ensure a warm and genuine service experience from arrival to departure for all patrons and guests, personally welcoming and engaging residents as appropriate.
• Clearly demonstrate to guests and colleagues a commitment to service excellence through the elective implementation and delivery of FHR Brand Standards, Hotel/Departmental Service Essentials including LQA Standards at all times.
• Coordinate guest requests with hotel approved vendors in accordance with departmental standards, including, but not limited to: room accommodations, airline reservations, transportation services including limousine/bus/train, car rentals, charter flights/rentals, babysitting services, banking/financial services, business centre services including scanning/fax/copy, mailing, delivery and messenger services, nightlife activities, shopping, sightseeing tours, etc.
• Maintain complete knowledge of: all Hotel features/services, hours of operation, all Hotel food and beverage concepts including menu price range, dress code/ambiance, guest room accommodations, layout, amenities, packages and promotions, daily house statistics including VIP guests, scheduled significant events, area events/attractions and holiday schedules.
• Assist in the administration of package/parcel handling/control processes including the monitoring, processing and distribution of guest mail.
• Ensure that the Fairmont Gold Lounge is attended at all times during operating hours.
• Promote the safety and security of hotel patrons/guests and premises by ensuring private information remains confidential, luggage is held/stored securely at all times, as well that access is only provided to floors/rooms to authorized individuals.
• Confer recognition of guests by gathering preference information and developing personal knowledge thereof, encouraging feedback and assisting with any special requests guests may have, disseminating pertinent information to necessary departments, and documenting information ascertained in guest profile.
• Execute pre-arrival report review; ensuring profiles are updated to current data entry standards, identifying key guests to initiate preparations to confer recognition.
• Participate in the daily shift briefing process for incoming colleagues and handle de-brief between shifts, ensuring all colleagues on shift are familiar with VIP residents in-house/arriving/departing, any significant events on property, and any other pertinent information.
• Monitor room inventory and daily house cleaning status taking corrective action as necessary in coordination with Rooms Division and Room Reservations/Revenue Management.
• Manage projects and perform any other reasonable duties as required by Fairmont Gold Management.
• Occasionally assist the Lobby Concierge department in servicing guests during high volume periods as needed.
• Assist in the oversight and direction of Fairmont Gold Lounge Attendants.
• Strict adherence and knowledge of Accor’s ALLSAFE program

Qualifications

• Excellent verbal and written communication skills in the English language required, multi-lingual preferred.
• Minimum one year experience within Guest Reception or a similar position in a luxury setting.
• Sufficient knowledge of local attractions, services and suppliers/vendors
  required.
• Active membership in Les Clefs d’Or is an asset.
• Degree or Diploma in Hospitality Management is an asset.
• Ability to multi-task maintaining a high level of service during peak periods, prioritize tasks and consistently follow-through.
• Computer proficiency not limited to: Microsoft Office Suite.
• Must be able to stand/walk throughout the shift, push, pull, bend, twist, and stoop on occasion.
• Valid Smart Serve certification required.

Physical Aspects of Position (included but not limited to):

• Constant standing and walking throughout shift
• Frequent lifting and carrying up to 30 lbs
• Constant kneeling, pushing, pulling, lifting
• Frequent ascending or descending ladders, stairs and ramps

Additional Information

What’s in it for you?

• The salary range for this position is $60,960 - 68,580. Our salary ranges are determined by job and level. Within the range, individual compensation is determined by job‑related skills and knowledge, relevant experience and/or work location
• Free Meals: Healthy meals on us every shift.
• Dry Cleaning: Free dry‑cleaning for your work gear.
• Skill Up: Custom learning programs to boost your talents.
• Impact: Join our Health & Wellness, Sustainability, and DEI Committees.
• Level Up: Unlock new career heights with exciting growth paths.

This posting is for an existing vacancy.

AI disclosure:

We use artificial intelligence to help screen and assess applications for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

BE PART OF OUR FUTURE.

Another stunning chapter for the iconic Fairmont Royal York has begun, and we invite you to be a part of it. If you are passionate about hospitality, driven by excellence, and eager to contribute to an esteemed institution, we want to hear from you. Join us and help shape the future of one of Toronto’s most treasured landmarks.

Visa Requirements:

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

Accommodations:

We encourage you to let us know if you require any accommodation through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: [e-mail]

Our Commitment to Diversity & Inclusion:

At Fairmont Royal York, we believe that the strength of our team lies in its diversity. We are committed to fostering an inclusive environment that respects the unique backgrounds, perspectives, and talents of the individual. As an Equal Opportunity Employer, we provide equal access to opportunities. We welcome applications from all qualified candidates.