Guest Services Manager

Accor Hotels; Vancouver; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading global luxury hotel brand in Vancouver is seeking a Guest Services Manager to ensure an excellent guest experience. You will lead a dynamic team, uphold high service standards, and manage both arrival and departure processes. The ideal candidate has luxury hospitality experience, excellent interpersonal skills, and a results-oriented mindset. The role offers a competitive salary starting at $75,000 annually and extensive benefits.

Benefits

Complimentary meal through Colleague Dining Program

50% off dining destinations

Travel reimbursement for TransLink pass

Extensive benefits package

Company-matched pension plan

Complimentary hotel stay for new employees

Learning programs and mentoring opportunities

Qualifications

• Minimum of two years of experience in luxury hospitality.
• Excellent interpersonal and communication skills.
• Highly organized and results-oriented.

Responsibilities

• Uphold the highest standard of customer service.
• Lead and manage the Guest Services Team.
• Participate in interviewing and recruiting new team members.
• Liaise with VIP parties throughout their stay.

Skills

Interpersonal skills

Organizational skills

Results-orientated

Communication skills

Ability to prioritize

Ability to work under pressure

Tools

Opera Cloud system

Windows applications

Job description

Overview

Company Description

Would you like to be part of an extraordinary team? Do you want to elevate your career with a global luxury brand offering extensive development opportunities? Would you like to utilize global perks & privileges & enjoy a competitive wage + attractive benefits package?

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?

• Opportunity to be part of a dynamic team, in a luxury hotel environment.
• A competitive salary, starting from $75,000.00 per annum
• Complimentary work meal through our Colleague Dining Program
• 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
• Complimentary hotel stay for newly hired employees with breakfast for two through our BE OUR GUEST program
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!

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

Your experience and skills include:

• 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 preferred
• Experience with Opera Cloud system and Windows applications

Additional Information

• Your team and working environment:
• At ocean’s edge, an oasis in the city, Fairmont Pacific Rim is the most 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

Visa requirements: Successful candidates must be legally eligible to work in Canada. The hotel is unable to assist candidates 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 careers.accor.com

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS