Guest Services Manager

Job Description

Why work for Fairmont Pacific Rim?

• Opportunity to be part of a dynamic team, in a luxury hotel environment.
• A competitive salary, starting from $75,000.00 per annum
• Complimentary work meal through our Colleague Dining Program
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Travel reimbursement program for a TransLink monthly pass
• Extensive benefits package including health, paramedical, dental, vision, life and disability insurance for those meeting eligibility requirements
• Company-matched pension plan and ability to enroll in the Group Registered Retirement Savings Plan for those meeting eligibility requirements
• Complimentary hotel stay for newly hired employees with breakfast for two through our BE OUR GUEST program
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!

What you will be doing:

• 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

Qualifications

Your experience and skills include:

• 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