Front Desk Manager

21c Museum Hotels; Vancouver; On-site; CAD 72,000; Full time

Job summary

A renowned luxury hotel in Vancouver is seeking a Front Desk Manager responsible for delivering the highest level of guest service while maintaining operational standards. The ideal candidate will have extensive knowledge of Front Office operations and strong leadership abilities to oversee staff and ensure guest satisfaction. This role offers a competitive starting salary, comprehensive benefits, and career development opportunities within a dynamic team environment.

Benefits

Competitive salary of $72,000

Comprehensive benefits package

Career development opportunities

Employee benefit card with discounted rates

10 days of paid vacation starting

Qualifications

• Extensive knowledge of Front Office operations and brand standards.
• Experience with computerized Front Office systems.
• Strong leadership and coaching abilities.

Responsibilities

• Coordinate Front Office operations for exceptional guest satisfaction.
• Drive continuous improvement in performance scores.
• Manage the Guest Services Department effectively.

Skills

Guest service orientation

Leadership and coaching abilities

Organizational skills

Proficiency in Microsoft Office Suite

Education

University degree or college diploma in Hotel Management

Tools

Property Management Systems

Job description

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

Front Desk Manager

Reporting to the Director of Guest Services, the Front Desk Manager is responsible for delivering the highest level of guest service while maintaining operational and brand standards across all areas of the Front Office Department.

What’s In It for You

• An inclusive, empowering, and positive workplace culture where people are at the heart of everything we do
• A fun and engaging work environment alongside passionate hospitality professionals
• Competitive starting salary of $72,000, with annual performance evaluations and compensation reviews
• Career development opportunities across our global portfolio
• Complimentary duty meal through our Colleague Dining Program
• TransLink monthly pass travel reimbursement
• Comprehensive benefits package, including medical, dental, vision, life, and disability insurance
• Company‑matched pension plan and eligibility to enroll in the Accor Group Registered Retirement Savings Plan (GRSP)
• Starting at 10 days of paid vacation per calendar year, increasing with length of service
• One complimentary hotel stay with breakfast for two through the BE OUR GUEST program
• Employee benefit card with discounted room and food & beverage rates at Accor properties worldwide
• Opportunity to work in a luxury hotel and a historic Vancouver landmark dating back to 1939
• Free learning programs through Accor Academies and discounted courses through eCornell
• Opportunities to give back through Corporate Social Responsibility initiatives

What You Will Be Doing

Guest Experience

• Coordinate Front Office operations to ensure seamless service and exceptional guest satisfaction
• Actively seek guest feedback and resolve concerns in alignment with our Mission Statement and empowerment philosophy
• Drive continuous improvement in Reputation Performance Score (RPS), Upsell, and ALL Enrollment results, as measured by JD Power & Associates
• Oversee group and tour business, ensuring accuracy of conference resumes and collaboration with internal and external partners
• Manage the Guest Services Department, including Doormen, Bellpersons, and Valets
• Oversee crew groups, including airline partners such as WestJet
• Perform additional duties as assigned by the management team

Colleague Engagement

• Drive improvement in Colleague Engagement results through inclusive leadership and action planning
• Coach and mentor team members, supporting career development and job fulfillment
• Balance operational, administrative, and colleague needs effectively
• Provide inspirational leadership aligned with the company’s vision
• Lead and participate in monthly communication meetings
• Conduct timely and effective performance evaluations

Ownership & Financial Responsibility

• Maximize room revenue by supporting yield and Revenue Management strategies
• Review arrival reports, including VIP guests, ensuring special requirements are met
• Monitor labor and operational costs, providing feedback and recommendations
• Ensure effective staffing through workforce planning, scheduling, and budget adherence
• Prepare annual labor and capital budgets for the Front Desk and Guest Services

Brand & Revenue Performance

• Ensure consistent delivery of brand service standards and develop Local Standard Operating Procedures (LSOPs)
• Role model Service Essentials and Service Promises
• Implement incentive programs that motivate colleagues and drive revenue
• Effectively manage room inventory during high‑occupancy and sold‑out periods

Safety & Security

• Maintain full knowledge of emergency procedures and crisis management protocols
• Promote a safe working environment in compliance with Fairmont Hotel Vancouver Health & Safety standards

Qualifications

What We Are Looking For

• Extensive knowledge of Front Office operations and brand standards, including 4/5 Diamond service expectations
• University degree or college diploma in Hotel Management (preferred)
• Experience with computerized Front Office systems, including Property Management Systems, etc.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) with the ability to create, analyze, and present documents and data efficiently
• Strong leadership and coaching abilities with a proven ability to develop teams
• Exceptional guest service orientation and training background
• Ability to manage competing priorities across financial, operational, and people‑focused responsibilities
• Highly organized, results‑driven, flexible, and able to thrive under pressure

Physical Job Requirements

• Ability to work effectively in a fast‑paced, team‑oriented environment
• Combination of standing, walking, and desk‑based work
• Occasional lifting and carrying of up to 50 lbs
• Occasional kneeling, pushing, pulling, and bending
• Ability to ascend and descend stairs and ladders

Additional Information

Visa Requirements

Candidates must be legally eligible to work in Canada. The hotel is unable to assist with 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