Director, Front Office

Company Description

Reporting to the Director, Rooms, the Director, Front Office is responsible for leading day-to-day Front Office operations and ensuring consistent five-star luxury service at every guest interaction. This role provides leadership and direction to the Assistant Front Office Managers and all Front Office colleagues, setting clear service standards while driving operational excellence and colleague engagement.

• 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 $91,500.00 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
• Trans Link 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

• Lead Front Office operations, including Front Desk, Guest Services, and Royal Service, with the support of the Front Desk Manager, Guest Services Manager, and Royal Service Manager
• Support the Director of Rooms in executing Rooms Division goals, including colleague engagement, guest satisfaction, loyalty program performance, and upsell revenue
• Oversee daily Front Office operations, ensuring effective staffing, scheduling, payroll, and resource allocation
• Drive service excellence across arrival, in-house, and departure experiences, proactively managing guest concerns and resolutions
• Collaborate closely with Guest Relations, Fairmont Gold, Concierge, Housekeeping, Security, Engineering, Sales, and Revenue Management to ensure seamless operations
• Monitor guest feedback, service metrics, and operational KPIs, implementing action plans for continuous improvement
• Ensure full compliance with brand standards, departmental policies, procedures, and safety regulations
• Oversee Front Office budgeting, forecasting, expense control, and overall financial performance
• Champion colleague engagement through recruitment, onboarding, training, coaching, and performance management
• Support and implement Rooms Division strategies, initiatives, and service enhancements
• Oversee loyalty program operations, including enrollment promotion, arrival standards, colleague training, and daily reconciliation and audits
• Ensure clear and effective communication across departments through regular Front Office and departmental meetings
• Act as a visible leader and brand ambassador, representing the hotel internally and externally
• Serve as Manager on Duty as required, supporting hotel-wide operations and acting as a resource to all departments
• Other duties assigned

• Previous leadership experience in a similar guest relations capacity required
• Both previous Rooms and Food & Beverage leadership experience would be an asset but not required
• Exposure to FORBES properties and our high-end boutique hotel operations required
• Experience in developing and implementing Standard Operating Procedures
• Being able to think out of the box in a non-traditional hotel structure
• Proven experience managing high-profile guests and complex, bespoke service requests
• Strong knowledge of luxury service standards and personalized guest journey design
• Exceptional interpersonal skills with the ability to build trust and long-term relationships
• Highly organized, detail-oriented, and solutions-driven
• Discreet, professional, and confident in handling sensitive information
• Strong leadership skills with a hands-on, service-focused approach
• Ability to work flexible hours, including evenings, weekends, and holidays as required
• Ability to work well under pressure in a fast-paced…