Company Description

Recognized as the #1 Best Canadian Hotel in Travel + Leisure's 2024 World's Best Awards, Fairmont Empress is located in Victoria, BC, overlooking the city's sparkling Inner Harbour. A Forbes recommended and MICHELIN key hotel that offers 431 beautifully appointed guest rooms and suites, Fairmont Spa with signature West Coast experiences, and Q at the Empress featuring Pacific Northwest cuisine, an award-winning wine list, and regionally focused cocktail culture. World-famous Tea at the Empress is served in the Lobby Lounge with stunning harbour views.

The magnificent property completed a $60+ million restoration in 2017 that celebrated its proud history while moving the hotel into a new era of modern luxury and transforming the iconic property into a must-visit destination. In 2023, the property introduced a revamped Fairmont Gold Experience, including a major renovation to the Fairmont Gold floor. 88 Fairmont Gold rooms and a newly renovated lounge are ready to accommodate guests. Located on Vancouver Island, Canada's Castle on the Coast is the ideal starting point to explore British Columbia's stunning natural and expansive beauty. Historic Hotels Worldwide recognizes the property's prestigious grounds as the Top 25 Most Magnificent Gardens in the World.

Job Description

At Fairmont Empress, unparalleled service and luxury await guests of Fairmont Gold, our exclusive “hotel within a hotel” experience. By fostering an engaged team of service professionals as Assistant Manager, Fairmont Gold, you will bring our exceptional “Fairmont Gold standards” to life in our Fairmont Gold Lounge and beautifully renovated rooms.

What is in it for you:

• Employee benefit card offering discounted rates at Accor properties worldwide and additional benefits for Fairmont and Raffles colleagues.
• Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world!
• Complimentary meal during your shift through our Colleague Dining Program
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Hourly rate $32.44

What you will be doing:

• Consistently offer professional, friendly and engaging service

• Managing all aspects of the Fairmont Gold floors, to ensure the smooth operation and highest level of guest satisfaction at all times

• Ensuring that all team members have the necessary resources available to exceed guest expectations

• Consistently seeking ideas for enhancing the Fairmont Gold product and services

• Maintaining communication with all departments within the hotel to ensure that Fairmont Gold standards are delivered on a consistent basis

• Tracking and forecasting daily, weekly and monthly Fairmont Gold occupancy

• Strong and effective communications with all other departments, highlighting Fairmont Gold area to ensure the proper level of service to our guests

• Managing all contributing staff members who provide services to the Fairmont Gold area to ensure that the appropriate services levels are provided and achieved at all times

• Handle Fairmont Gold guest concerns in relations to the areas and react quickly, logging, following up and bringing to full resolution

• Liaise with Front Office team to ensure smooth arrival/departure of Fairmont Gold guests, Fairmont Gold inventory management and collaborate on initiative to provide five star service

• Balance operational, administrative and Colleague needs

• Lead the operation of the Fairmont Gold arrival and departures experience.

• Responsible for the training, development and performance management up to and including termination of the Fairmont Gold Attendants

• Responsible for recruitment, onboarding and training of new Fairmont Gold Attendants

• Follow department policies, procedures and service standards

• Follow all safety policies

• Other duties as assigned

Qualifications

Your experience and skills include:

• Previous proven supervisory experience and 1 year of Front Desk experience

• Computer literate in Microsoft Window applications required

• A thorough understanding of the structure of the tourism and travel industry

• A sound knowledge of major cultures and expectations of travelers when abroad

• Food and Beverage service experience and asset

• Serving It Right certification required.

• University/College degree in a related discipline preferred

• Must possess a professional presentation

• Strong interpersonal and problem solving abilities

• Highly responsible & reliable

• Ability to work well under pressure in a fast-paced environment

• Ability to work cohesively as part of a team

• Ability to focus attention on guest needs, remaining calm and courteous at all times

Additional Information

Physical Aspects of Position (include but are not limited to):

• Constant standing and walking
• Occasional bending and kneeling
• Occasionalcarrying and lifting

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Your team and working environment: Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds – where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS