Job 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.

What you will be doing:

• Manage F&B Service Communicate opportunities to enhance Food and beverage offerings with Executive Chef and Director, Fairmont Gold. Share guest feedback and assist in determining the Fairmont Gold Lounge menu, manage food costs, ordering, and presentation.
• Operational Management Manage daily operations of Fairmont Gold, overseeing Guest Services and Lounge operations.
• Exceptional Service Consistently provide professional, friendly, and engaging service to ensure an unforgettable experience for Fairmont Gold guests.
• Leadership Lead, manage and inspire the Fairmont Gold team, to continuously elevate their service and offerings to an exceptional level. Conduct coaching and performance management where required.
• Training & Onboarding Oversee onboarding of new colleagues to ensure required training is completed to the highest level. Assist with executing ongoing training opportunities for the team to enhance service levels.
• Standards Adherence Manage daily operation to ensure full compliance with Fairmont Gold standards and operating procedures, while striving to align service and offerings with Forbes 5 Star standards.
• Revenue Optimization Work closely with Front Office team to execute strategies to maximize revenue opportunities through daily management of the upsell program.
• Continuous Elevation Identify and develop existing policies and procedures to enhance the guest experience, keeping our services ahead of industry trends
• Performance Metrics Lead the Fairmont Gold team in achieving exceptional results on key performance indicators (KPIs) including Fairmont Gold Revenue, Average Daily Rate (ADR), Labor Management, Employee Engagement Score (EES), TrustYou ratings, Leading Quality Assurance (LQA) scores, and Forbes ratings.
• Guest Concern Resolution Handle Fairmont Gold guest concerns in a proactive manner, ensuring that all issues are logged, followed up on, and brought to a swift and satisfactory resolution.
• Collaboration Liaise with the Front Office and Housekeeping teams to ensure a seamless arrival and departure process for Fairmont Gold guests. Manage Fairmont Gold inventory effectively and collaborate on initiatives to deliver five-star service consistently.
• Department Management Conduct regularly scheduled departmental meetings and support the Director, Fairmont Gold in various areas, including forecasting, scheduling, payroll, purchasing, and recruitment. Oversee training and Onboarding of new team members.

Qualifications

Your experience and skills include:

• Previous leadership experience in a similar guest relations capacity required
• Previous Food & Beverage leadership experience preferred
• Computer literate in Microsoft Window applications 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
• Competitive Salary starting at $69,600

Additional Information

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/

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