Guest Services Manager

Fairmont Hotels & Resorts; Vancouver; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Complimentary meals

50% dining discount

Transit pass reimbursement

Benefits package

Pension plan

BE OUR GUEST stay with breakfast

Career development

Discounted room rates

Job summary

Fairmont Pacific Rim in Vancouver is seeking a Guest Services Manager to lead our Door, Bell and Valet teams and ensure an exceptional guest experience. Reporting to the Director of Rooms, you will uphold Forbes 5 Star standards and shape a service-driven culture.

You will recruit, train, and manage staff, coordinate VIP arrangements, manage emergencies, and collaborate with other departments to deliver seamless arrivals and departures.

Qualifications

• Two years of luxury hospitality experience.
• Excellent interpersonal and communication skills.
• Highly organized and results-oriented.
• Ability to prioritize work in a multi-interest environment.
• Ability to work effectively in high-pressure circumstances.
• Competency using a variety of computer software.
• Previous hotel management experience preferred; experience with Opera Cloud and Windows applications.

Responsibilities

• Uphold Forbes 5 Star service standards at all times.
• Lead and manage all aspects of the Guest Services Team (Door, Bell and Valet).
• Participate in interviewing, recruiting and selection of new team members.
• Coordinate VIP transportation and greetings for guests.
• Be familiar with Emergency Procedures and crisis response.
• Act as property champion for valet parking systems and coordinate with external contacts.
• Liaise with other departments to ensure smooth guest arrivals and departures.
• Respond to employee and guest issues promptly and follow up with corrective action.
• Develop and implement arrival and departure SOPs to foster service culture.
• Coordinate training, operations, and success of the valet department.
• Complete workforce planning including scheduling and Dayforce accuracy.

Skills

Interpersonal skills

Communication skills

Organization

Prioritization

High-pressure work

Computer software

Hotel management experience

Tools

Opera Cloud

Windows applications

Job description

Company Description

The Guest Services team is responsible for luggage assistance and valet, but most importantly, is our guests’ first welcome and last farewell. Guest Services Manager, reporting to the Director of Rooms, is responsible for ensuring an excellent guest experience and managing the Guest Services Team.

Company Description

The Guest Services team is responsible for luggage assistance and valet, but most importantly, is our guests’ first welcome and last farewell. Guest Services Manager, reporting to the Director of Rooms, is responsible for ensuring an excellent guest experience and managing the Guest Services Team.

Job Description

Why work for Fairmont Pacific Rim?

• Be part of a progressive hotel that embraces the culture and vibrancy of one of Canada’s most beautiful cities, Vancouver, proudly recognized as a Great Place to Work, and the first hotel in North America to achieve Single-Use Plastic Free Certification
• A competitive salary, starting from $77,500.00 per annum
• Complimentary work meals through our Colleague Dining Program
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program, offering 50% off at participating dining destinations in Vancouver, Victoria, and Whistler
• TransLink monthly pass reimbursement program
• Extensive benefits package, including health, paramedical, dental, vision, life, and disability insurance (eligibility requirements apply)
• Company-matched pension plan and the opportunity to enroll in the Group RRSP (eligibility requirements apply)
• A complimentary hotel stay with breakfast for two through our BE OUR GUEST program for newly hired colleagues
• Opportunities to participate in sustainability, charity, and community engagement initiatives
• Access to world-class training, leadership programs, and career development opportunities across a global hospitality network
• Be part of a dynamic, diverse team in a stunning luxury environment where no two days are the same
• Enjoy discounted room rates at Fairmont hotels worldwide and special colleague rates across other Accor properties
• Opportunity to grow within a collaborative and professional Rooms Division team
• Opportunity to shape and innovate elevated guest experiences
• Work alongside passionate, service-driven professionals
• Distinctly West Coast, the hotel delivers unique guest experiences through creativity, artistry, and elevated hospitality, while remaining at the forefront of art, music, and fashion programming in the city

What You Will Be Doing

• Uphold the highest standard of customer service by demonstrating and applying Forbes 5 Star service standards at all times.
• Lead and manage all aspects of the Guest Services Team (Door, Bell and Valet) and ensure all service standards are followed with friendly and engaging service
• Participating in interviewing, recruiting and selection of new team members
• Liaise with VIP parties, ensuring that transportation is in order and greeting and escorting as needed throughout stay
• Thorough knowledge of emergency procedures (Emergency Preparedness Manual) and general crisis situation procedures
• Act as property champion for valet parking system and coordinate with external parking contacts
• Liaise with other departments to ensure smooth guest arrival and departure experience
• Respond to both employee and guest issues promptly, completing follow up and taking corrective action as required
• Develop and implement arrival and departure SOP’s, fostering a service oriented culture.
• Coordinate the training, operations, and success of the valet department
• Complete workforce planning including scheduling and working with Rooms Division Coordinator to ensure Dayforce accuracy

All other duties as assigned

Qualifications

• A minimum of two-year’s experience in luxury hospitality
• Excellent interpersonal and communication skills
• Highly organized and results-orientated
• Ability to prioritize work in an environment with multiple interests
• Ability to work effectively and efficiently in high-pressure circumstances
• Competency using a variety of computer software
• Previous hotel management experience preferredExperience with Opera Cloud system and Windows applications

Additional Information

Your Team And Working Environment

• Remarkable address in Vancouver.
• Working with a diverse and talented team of passionate individuals, in a luxury hotel environment
• A team dedicated to providing the best guest experience
• A team with outstanding attention to detail and dedicated to delivering unparalleled customer service

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