Front Desk Manager

Front Desk Manager

Reporting to the Director of Guest Services the Front Desk Manager is responsible for delivering the highest level of guest service while maintaining operational and brand standards across all areas of the Front Office Department.

Whats In It for You

• An inclusive empowering and positive workplace culture where people are at the heart of everything we do
• A fun and engaging work environment alongside passionate hospitality professionals
• Competitive starting salary of $72000 with annual performance evaluations and compensation reviews
• Career development opportunities across our global portfolio
• Complimentary duty meal through our Colleague Dining Program
• TransLink monthly pass travel reimbursement
• Comprehensive benefits package including medical dental vision life and disability insurance
• Company-matched pension plan and eligibility to enroll in the Accor Group Registered Retirement Savings Plan (GRSP)
• Starting at 10 days of paid vacation per calendar year increasing with length of service
• One complimentary hotel stay with breakfast for two through the BE OUR GUEST program
• Employee benefit card with discounted room and food & beverage rates at Accor properties worldwide
• Opportunity to work in a luxury hotel and a historic Vancouver landmark dating back to 1939
• Free learning programs through Accor Academies and discounted courses through eCornell
• Opportunities to give back through Corporate Social Responsibility initiatives

What You Will Be Doing

Guest Experience

• Coordinate Front Office operations to ensure seamless service and exceptional guest satisfaction
• Actively seek guest feedback and resolve concerns in alignment with our Mission Statement and empowerment philosophy
• Drive continuous improvement in Reputation Performance Score (RPS) Upsell and ALL Enrollment results as measured by JD Power & Associates
• Oversee group and tour business ensuring accuracy of conference resumes and collaboration with internal and external partners
• Manage the Guest Services Department including Doormen Bellpersons and Valets
• Oversee crew groups including airline partners such as WestJet
• Perform additional duties as assigned by the management team

Colleague Engagement

• Drive improvement in Colleague Engagement results through inclusive leadership and action planning
• Coach and mentor team members supporting career development and job fulfillment
• Balance operational administrative and colleague needs effectively
• Provide inspirational leadership aligned with the companys vision
• Lead and participate in monthly communication meetings
• Conduct timely and effective performance evaluations

Ownership & Financial Responsibility

• Maximize room revenue by supporting yield and Revenue Management strategies
• Review arrival reports including VIP guests ensuring special requirements are met
• Monitor labor and operational costs providing feedback and recommendations
• Ensure effective staffing through workforce planning scheduling and budget adherence
• Prepare annual labor and capital budgets for the Front Desk and Guest Services

Brand & Revenue Performance

• Ensure consistent delivery of brand service standards and develop Local Standard Operating Procedures (LSOPs)
• Role model Service Essentials and Service Promises
• Implement incentive programs that motivate colleagues and drive revenue
• Effectively manage room inventory during high-occupancy and sold-out periods

Safety & Security

• Maintain full knowledge of emergency procedures and crisis management protocols
• Promote a safe working environment in compliance with Fairmont Hotel Vancouver Health & Safety standards

Qualifications :

What We Are Looking For

• Extensive knowledge of Front Office operations and brand standards including 4/5 Diamond service expectations
• University degree or college diploma in Hotel Management (preferred)
• Experience with computerized Front Office systems including Property Management Systems etc.
• Proficiency in Microsoft Office Suite (Word Excel PowerPoint Outlook) with the ability to create analyze and present documents and data efficiently
• Strong leadership and coaching abilities with a proven ability to develop teams
• Exceptional guest service orientation and training background
• Ability to manage competing priorities across financial operational and people-focused responsibilities
• Highly organized results-driven flexible and able to thrive under pressure

Physical Job Requirements 

• Ability to work effectively in a fast-paced team-oriented environment
• Combination of standing walking and desk-based work
• Occasional lifting and carrying of up to 50 lbs
• Occasional kneeling pushing pulling and bending
• Ability to ascend and descend stairs and ladders

Additional Information :

Visa Requirements: Candidates must be legally eligible to work in Canada. The hotel is unable to assist with Canadian work authorization.

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 Accors limitless possibilities.
By joining Accor every chapter of your story is yours to write and together we can imagine tomorrows hospitality. Discover the life that awaits you at Accor visit  

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

Remote Work :

No

Employment Type :

Full-time