Reservations & Royal Service Manager

Fairmont Empress; Victoria; On-site; CAD 60,000 - 80,000; Full time

Job summary

A luxury hotel is seeking a Manager of Guest Relations in Victoria, Canada. This role involves overseeing guest services, leading a dedicated team, and ensuring exceptional guest experiences. The ideal candidate has a Bachelor's degree in Hospitality Management and over 5 years of relevant experience, along with excellent communication skills in English and Spanish. Candidates should be skilled in problem-solving, conflict resolution, and hospitality management software, with a strong understanding of industry standards.

Benefits

Complimentary upgrades

Discounted stays across Fairmont & Raffles properties

Special dining and wellness discounts

Qualifications

• 5+ years of experience in hospitality or customer service management, preferably in a luxury setting.
• Demonstrated ability to create and implement guest service strategies.
• Understanding of Mexican tourism regulations and cultural norms.

Responsibilities

• Oversee and manage all aspects of guest relations to ensure customer satisfaction.
• Lead, train, and motivate a team of guest service representatives.
• Monitor and analyze guest feedback to implement improvements.

Skills

Excellent communication skills in English and Spanish

Leadership abilities

Problem-solving skills

Conflict resolution expertise

Analytical skills for guest feedback

Education

Bachelor's degree in Hospitality Management, Business Administration, or related field

Tools

Hospitality management software

Job description

Company Description

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

Fairmont Mayakoba

Fairmont Mayakoba is a luxury resort located in Mexico’s Riviera Maya, seamlessly blending tropical nature, mangroves, and white‑sand beaches within an exclusive setting. Certified with the prestigious AAA Five Diamond Award, it offers 401 elegant guest rooms and suites, including beachfront and lagoon casitas, all featuring world‑class amenities. The resort is thoughtfully designed with respect for the natural environment and local culture, delivering a perfect balance between modern luxury and ecotourism in a paradisiacal Caribbean setting.

About The Application Process

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

Job Description

We are seeking a professional and customer‑focused Manager of Guest Relations to join our team in the beautiful Playa del Carmen, Mexico. As the Manager of Guest Relations, you will be responsible for ensuring exceptional guest experiences and leading a team of guest service professionals in our luxury resort setting.

• Oversee and manage all aspects of guest relations, ensuring the highest levels of customer satisfaction
• Lead, train, and motivate a team of guest service representatives to deliver outstanding service
• Develop and implement strategies to enhance guest experiences and resolve complex guest issues
• Collaborate with other departments to ensure seamless guest services across the resort
• Monitor and analyze guest feedback, implementing improvements based on insights
• Manage VIP guest experiences, including personalized services and special arrangements
• Ensure compliance with resort policies, industry standards, and local regulations
• Develop and maintain relationships with key partners and vendors to enhance guest offerings
• Participate in budgeting and financial planning for the guest relations department
• Stay updated on industry trends and implement innovative guest service practices

Qualifications

What will you bring to this role?

• Bachelor's degree in Hospitality Management, Business Administration, or related field
• 5+ years of experience in hospitality or customer service management, preferably in a luxury resort or high‑end hotel setting
• Excellent communication skills in both English and Spanish
• Proven leadership abilities with experience in team management and development
• Strong problem‑solving skills and ability to make decisive actions in high‑pressure situations
• Expertise in conflict resolution and handling complex guest issues
• Proficiency in hospitality management software and technologies
• In‑depth knowledge of hospitality industry standards and best practices
• Understanding of Mexican tourism regulations and cultural norms
• Demonstrated ability to create and implement guest service strategies
• Strong analytical skills for interpreting guest feedback and implementing improvements

Additional Information

Employee Benefits

Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

Our Values

Respect

We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence

We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging

We celebrate our differences. We support each other and we always stand together.

Empowerment

We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity

We build trust through mutual respect and being authentic.

Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.