Guest Services Manager

Company Description

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.

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.

• 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 $77,500.00 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

• 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

• 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