Loyalty & Guest Experience Manager

For over 95 years, Fairmont Royal York has stood as a beacon of luxury and excellence in the heart of Toronto. Opened in 1929, this historic hotel was once the tallest building in the British Commonwealth, and today, Fairmont Royal York continues to be a symbol of timeless elegance and modern sophistication. Where tradition meets innovation, and every day offers a chance to make history, a million stories have been told.

Join us in creating our next chapter with your story.

Why work for Fairmont?

A Rich History - Join a storied tradition at Fairmont Royal York, where nearly a century of luxurious hospitality and exceptional service have made us a Toronto landmark.

A Culture of Excellence - Be part of a dedicated team committed to delivering unparalleled guest experiences and maintaining the highest standards of service.

Grow, Learn and Enjoy! - Benefit from comprehensive training programs, mentorship, and a supportive work environment that empowers you to reach your full potential.

New Energy for A Storied Landmark- As the world and Toronto move toward a more sustainable future, our landmark hotel is in a stunning transformation for the zero-carbon century ahead.

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 Assess First 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.

The Loyalty and Guest Experience Manager is the property champion for guest experience and loyalty programming, responsible for overseeing the development, implementation, and daily operations of the Accor Live Limitless Loyalty Program and Guest Experience initiatives. This role drives exceptional guest recognition, promotes repeat business and maximizes the value of loyalty and service strategies while ensuring compliance with Fairmont & Accor brand standards.

Working closely with cross functional teams, the Guest Experience & Loyalty Manager delivers seamless, high-quality experiences for guests and members at every touch point from pre-arrival through to post-stay.

Key responsibilities

Guest Experience & Loyalty Leadership:

• Act as the property champion for both Guest Experience and Loyalty programming ensuring alignment with Fairmont and Accor standards
• Be a visible and accessible ambassador for ALL members, ensuring preferences and requests are fulfilled
• Serve as a key driver of guest satisfaction and the successful achievement of hotel KPI’s including Guest Satisfaction (Trust You), LQA and Enrollment
• Professionally handle guest and member feedback in person, in writing, and through formal surveys ensuring timely follow-up and continuous improvement
• Review, respond to, and analyze guest surveys to identify and implement service improvement plans and actions
• Identify and implement guest focused, innovative experiences that enhance loyalty engagement and guest satisfaction
• Proactively identifying opportunities to improve processes, service delivery, and guest recognition

Loyalty Management

• Ensure full compliance with Accor Live Limitless (ALL) Loyalty operations
• Develop, implement, and manage creative strategies that increase member acquisition, retention, and satisfaction
• Identify solicit, and enroll new ALL members with a focus on high-value and repeat guests
• Introduce creative and innovative concepts, benefits, and experiences that differentiate the program and elevate member engagement
• Partner with Sales, Front Office, Fairmont Gold, and Food & Beverage to develop and execute member acquisition plans
  
  Track ALL reservations and stay patters, and usage data to anticipate and satisfy future loyalty guest demands

Audits, Systems, and Administration

• Conduct Daily mock LQA audits
• Manage all corporately rolled out loyalty audits and member reconciliation for corporate audits
• Monitor and manage access controls related to loyalty databases
• Oversee and manage the loyalty team with a strong focus on engagement
• Training new team members on the loyalty program…