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All Accor

Global hotel management, franchising, loyalty program

Directeur

Hotel Guest ServicesUpdated on Nov 11
Full-timeMontreal, QC, CanadaNo salary listedIn-person

About the Job

Requirements

  • Two years of leadership experience in lodging, including knowledge of the front desk operating system.
  • At least two years of supervisory experience.
  • Bilingual in French and English.
  • Computer skills in Outlook, Microsoft Word, Excel, and a property management system are required.
  • Must be available evenings and weekends.
  • Ability to adapt to and manage employees from different cultures.

Responsibilities

  • Supervise and coordinate Fairmont Gold operations.
  • Maintain procedures and standards in accordance with Fairmont policies.
  • Develop and maintain relationships with partners at Fairmont hotels and hotels in the city.
  • Stay current on industry trends, analyze data, and provide information on ways to increase efficiency and revenue.
  • Develop quality relationships with guests throughout their stay to encourage loyalty.
  • Prepare and manage the departmental budget, including labor-cost budget planning, productivity management, and forecasting to meet objectives.
  • Maximize Fairmont Gold revenue while minimizing expenses.
  • Implement an action plan and ensure above-average performance in achieving annual departmental objectives, including J.D. Power, EEI, GOP, RevPAR, and FPC metrics.
  • Plan and manage colleagues’ schedules based on occupancy and established budgets.
  • Ensure administrative tasks, including payroll and performance evaluations, are completed on time.
  • Communicate operational information through email, logbooks, and departmental meetings.
  • Organize and lead monthly communications meetings.
  • Develop an enthusiastic and motivated team through professional and personal development, ongoing training, and recognition.
  • Work with hotel departments to ensure excellent customer service and teamwork.
  • Work closely with housekeeping and engineering, taking daily room status into account to ensure a luxury service experience for guests.
  • Work closely with front desk and sales teams to implement strategies that maximize revenue opportunities.
  • Work closely with the executive chef to create the Fairmont Gold menu, determine presentation, establish food costs, and place food orders.
  • Review guest packages, including rates, credit limits, and no-shows.
  • Review late departures, cancellations, and early departures to maximize revenue and occupancy.
  • Review arrival and VIP reports to ensure guest requirements and needs are addressed.
  • Review convention reports and ensure the accuracy of details for groups, tours, and familiarization tours.
  • Participate in recruiting, selecting, training, and developing all Fairmont Gold staff to ensure productivity and guest satisfaction.
  • Provide professional, warm, and welcoming service.
  • Ensure guest satisfaction and resolve issues that arise.
  • Consider guest feedback and complaints, act promptly when needed, and notify relevant departments.
  • Ensure compliance with departmental service policies, procedures, and standards, as well as company standards.
  • Follow all safety policies.
  • Maintain the health and safety of colleagues and guests and ensure colleagues work safely.
  • Inform the security department of matters related to guest safety.
  • Ensure colleagues maintain appropriate presentation, including uniforms and personal hygiene.

Desired Qualifications

  • Relevant restaurant experience is an asset.
  • Experience in a unionized environment is an asset.

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size
10,001+
Company stage
IPO
Headquarters
Issy-les-Moulineaux, France
Founded
1967

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