Guest Relations Manager

Fairmont Hotels & Resorts; Vancouver; On-site; CAD 68,000 - 79,000; Full time

Job summary

Join a leading company as a Guest Relations Manager at a historic Vancouver hotel. You'll lead a dedicated team, ensuring exceptional guest experiences while fostering a culture of service excellence. Enjoy competitive pay and extensive benefits.

Benefits

Competitive pay starting at $68,000

Complimentary meals during shifts

Complimentary dry-cleaning of business attire

50% off at dining destinations

Travel reimbursement for TransLink monthly pass

Extensive benefits package

Company-matched pension plan

10 days of paid vacation

Complimentary hotel stay for new colleagues

Learning programs through Academies

Qualifications

• Previous leadership experience in Front Office operations within a luxury hotel.
• Strong knowledge of Opera PMS or equivalent systems.
• Service-driven mindset with proven relationship-building skills.

Responsibilities

• Lead and inspire a guest-focused Front Office team.
• Champion the guest journey from arrival to departure.
• Monitor and respond to guest feedback, continually elevating standards.

Skills

Leadership

Communication

Problem Solving

Organizational Skills

Education

University degree or diploma in Hospitality

Tools

Opera PMS

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

Guest Relations Manager

Be the Heart of the Guest Experience.

As Guest Relations Manager, you will play a key leadership role in our Front Office, using your interpersonal and operational strengths to deliver personalized, luxury service. Reporting to the Director of Front Office, you’ll ensure a seamless arrival and departure experience, develop high-performing teams, and champion guest satisfaction across all touchpoints.

What Is In It For You

• An inclusive, empowering, and positive company culture where people are at the heart of everything we do
• The chance to have fun at work alongside passionate hospitality professionals who are committed to making the world a more welcoming place
• Competitive pay, starting at $68,000, with annual compensation reviews based on market, performance, and capabilities
• Complimentary meals during your shift through our Colleague Dining Program
• Complimentary 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
• Travel reimbursement program for a TransLink monthly pass
• Extensive benefits package including health, paramedical, dental, vision, life and disability insurance for those meeting eligibility requirements
• Company-matched pension plan, and ability to enroll in the Group Registered Retirement Savings Plan for those meeting eligibility requirements
• Starting 10 days of paid vacation earned each calendar year and increasing with length of service, 12 statutory holidays and paid birthday leave
• Complimentary hotel stay for newly hired colleagues with breakfast for two through our BE OUR GUEST program
• Colleague benefit card offering discounted room and food & beverage rates at Accor properties worldwide for you and your family
• The opportunity to work in a luxury hotel environment within a Vancouver heritage building with a historic legacy dating back to 1939
• Learning programs through our Academies designed to sharpen your skills
• Opportunities to make a difference through our Corporate Social Responsibility activities
  
  

What You Will Be Doing

Reporting to the Director of Front Office, you will lead and inspire a guest-focused Front Office team, ensuring luxury guest service, colleague development, and maximizing service opportunities.

Operational Leadership & Service Excellence

• Champion the guest journey from arrival to departure, ensuring prompt resolution of concerns and exceptional service delivery
• Monitor and respond to guest feedback, continually elevating standards
• Work closely with Rooms Division leaders to align service, scheduling, and daily operations
• Participate in yield and strategy meetings to manage room inventory and optimize revenue
  
  

Team Development & Performance

• Support recruitment, onboarding, coaching, and performance management of Front Office colleagues
• Drive engagement and performance through motivation, training, and meaningful recognition
• Lead by example, modeling brand values and a commitment to service excellence
• Support new leaders with onboarding and mentorship
  
  

Communication & Administration

• Communicate effectively across shifts and departments via briefings, emails, and meetings
• Maintain accurate and efficient staffing schedules aligned with operational needs
• Promote a safe, healthy work environment and act as a member of the hotel’s Emergency Response Team
• Assist with departmental projects and initiatives as assigned
  
  

Qualifications

What We’re Looking For:

• Previous leadership experience in Front Office operations within a luxury hotel environment
• Strong knowledge of Opera PMS or equivalent systems
• University degree or diploma in Hospitality or related field preferred
• Service-driven mindset with proven relationship-building skills
• Strong organizational skills and ability to manage multiple priorities in a fast-paced setting
• Excellent communication, problem-solving, and team leadership skills
• Flexible availability, including evenings, weekends, and holidays
  
  

The Physical Job Requirements Include

• Split time between Front Office operations and administrative tasks
• Ability to lift or carry items up to 50 lbs occasionally
• Occasional bending, pushing, kneeling, and use of stairs or ladders
  
  

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

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Hospitality

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