Company DescriptionRecognized as the #1 Best Canadian Hotel in Travel + Leisure's 2024 World's Best Awards, Fairmont Empress is located in Victoria, BC, overlooking the city's sparkling Inner Harbour. A Forbes recommended and MICHELIN key hotel that offers 431 beautifully appointed guest rooms and suites, Fairmont Spa with signature West Coast experiences, and Q at the Empress featuring Pacific Northwest cuisine, an award-winning wine list, and regionally focused cocktail culture. World-famous Tea at the Empress is served in the Lobby Lounge with stunning harbour views.
The magnificent property completed a $60+ million restoration in 2017 that celebrated its proud history while moving the hotel into a new era of modern luxury and transforming the iconic property into a must-visit destination. In 2023, the property introduced a revamped Fairmont Gold Experience, including a major renovation to the Fairmont Gold floor. 88 Fairmont Gold rooms and a newly renovated lounge are ready to accommodate guests. Located on Vancouver Island, Canada's Castle on the Coast is the ideal starting point to explore British Columbia's stunning natural and expansive beauty. Historic Hotels Worldwide recognizes the property's prestigious grounds as the Top 25 Most Magnificent Gardens in the World.
Job DescriptionWhat is in it for you:- Employee benefit card offering discounted rates at Accor properties worldwide
- Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver
- Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
- Opportunity to develop your talent and grow within your property and across the world!
- Complimentary meal during your shift through our Colleague Dining Program
- Complimentary uniform laundering
- Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through GreenShield
- Access to our company-matched Defined Contribution Pension Plan (DCPP)
- Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
- Competitive Salary starting at $69,600
What you will be doing- Lead Guest Services and Concierge teams as the head of the department, driving KIP aligned with hotel goals.
- Support the Director of Front Office in the strategic planning, organization, and execution of Front office operations; acting as proxy to the Director in their absence.
- Lead the team to deliver consistent, anticipatory and elevated service aligned with brand and luxury standards
- Personalize experiences for all guests, with particular focus on VIP’s, repeat guests, and ALL Accor Members
- Act as a key operational leader within the Front Office division, cultivating a high-performing culture of accountability, engagement, and a commitment of excellence.
- Monitor performance of team members and provide coaching, development and progressive corrective action where required.
- Create a culture of guest recognition, ensuring proactive engagement.
- Monitor operational performance, guest feedback, identify trends while implementing action plans to improve performance and satisfaction
- Oversee daily operations of Bell, Valet, Concierge, and Guest Services with precision and consistency.
- Monitor parking revenues and implement initiatives to maximize performance while safeguarding guest satisfaction.
- Ensure equipment such as bell carts and bicycles are maintained in pristine condition
- Maintain strong communication across Rooms departments to support effective and efficient guest arrival, room