Company Description

Located in the heart of Canada's capital next door to the Parliament Buildings, the landmark Fairmont Chateau Laurier hotel in Ottawa is looking to fill a role of Director of Fairmont Gold (Full-Time).

Fairmont Gold is a special place! The personalized service provided as you greet your Guests at check-in or serve them in the private lounge, will show them that you truly care. The Director of Fairmont Gold is responsible for the overall management of Fairmont Gold. The successful candidate will be responsible for ensuring Fairmont Gold achieves the highest levels of service excellence and financial performance possible and leads a dynamic and energized team of colleagues.

What is in it for you:

• Wonderful company culture - our colleagues are at the heart of all that we do
• Food & Beverage discount of 50% in our restaurants
• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Comprehensive extended health benefits package
• Salary Range: $72,000-$76,000

Job Description

Reporting to the Director of Front Office, responsibilities and essential job functions include but are not limited to the following:

• Ensure the highest levels of Guest Service while maintaining hotel profitability in a positive, innovative working environment.
• Responsible for all aspects of Guest Service and Guest Satisfaction that are generated and maintained in the Fairmont Gold Department.
• Ensure adherence to all Fairmont Gold Standards of Service & Operational Procedures.
• Monitor maintenance and development of the physical Fairmont Gold product.
• Ensures the highest possible revenues are generated for Fairmont Gold with a minimum of associated expenses. Work with the Revenue Manager, Reservations Manager, Sales Manager and Front Office Management to ensure strategies are in place to maximize Fairmont Gold revenue opportunities. This should include out of order rooms, sell outs, preventative maintenance and special room projects.
• Track and Forecast daily, weekly and monthly Fairmont Gold Occupancy levels and plan the Fairmont Gold Department accordingly.
• Provide exceptional Concierge information to our guests about local and area attractions, restaurants, theatres, special events, tickets, confirmations and other available services.
• Develop and maintain strong guest relationships to ensure Fairmont Gold loyalty. Handle all Fairmont Gold comments. Manage the Fairmont Gold Guest History system and ensure Guest information is updated.
• Develop and maintain contacts with business partners, concessionaires, local community and counterparts of Fairmont Gold throughout Fairmont Hotels and Resorts.
• Strong and effective communication with all other departments. Attend Department Communication Meetings representing Fairmont Gold. Supervise all contributing colleagues and departments who provide service to Fairmont Gold to ensure that Fairmont Gold service standards are provided.
• Facilitate the Training and development of the Fairmont Gold Team. Participate in the Training and Communication process of all colleagues providing service to Fairmont Gold.
• Provide guidance and motivation to the Fairmont Gold Team. Establish and communicate on a daily basis with the Fairmont Gold Team a strong commitment to Colleague Engagement.
• Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influence the future effectiveness of the hotel through involvement in recruitment, hiring, training and motivation of Fairmont Gold colleagues.
• Propose and facilitate innovative, cost-effective guest experience enhancements.
• Be accountable for operational costs and expenses – Monthly Profit and Loss Statement and Adherence to budget.
• Responsible for scheduling according to the staffing guide and reconciling payroll.
• Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation, in line with Fairmont Gold Standards of Procedures and Service.
• Responsible for the creation and implementation of a yearly Employee Engagement Survey action plan.
• Provide direction and guidance to Fairmont Gold Pantry Attendant in order to maintain service and food quality levels.
• Assignments in other Managerial positions during the closure of Fairmont Gold or as required.
• Adhere to and promote the Company’s Health and Safety policies to ensure a safe work environment and knowledgeable on all safety and emergency procedures.
• Other duties as assigned

Qualifications

• A minimum of four years, 4 Diamond Hotel Concierge or Front Office experience
• Previous experience in a managerial capacity
• Proven ability to guide and coach team members
• Recognized commitment to Guest Service and exceeding guest expectations
• Proven ability to balance complimentary objectives, guest service, colleague satisfaction and profitability
• Excellent leadership, written/verbal communication and interpersonal skills
• Self-motivation and organizational skills with the initiative and ability to complete projects in a timely manner and proven ability to work under pressure
• An operational knowledge and proficiency in Opera – Property Manager and major Microsoft software applications
• Degree or Diploma in Hospitality Management is an asset
• Bilingual – French and English preferred
• Active member in good standing of Les Clefs D’Or is an asset

Additional Information

Fairmont Château Laurier is proud to provide employment accommodation during the recruitment process. Should you require any accommodations, please notify us.

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

AI disclosure: We use artificial intelligence to help screen and assess applications for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.