Guest Relations Manager

Be the Heart of the Guest Experience.

As Guest Relations Manager you will play a key leadership role in our Front Office using your interpersonal and operational strengths to deliver personalized luxury service. Reporting to the Director of Guest Services youll ensure a seamless arrival and departure experience develop high-performing teams and champion guest satisfaction across all touchpoints.

Whats In It for You

• An inclusive empowering and positive company culture where people are at the heart of everything we do
• The chance to have fun at work alongside passionate hospitality professionals who are committed to making the world a more welcoming place
• Competitive pay starting at $68250 with annual compensation reviews based on market performance and capabilities
• Complimentary meals during your shift through our Colleague Dining Program
• Complimentary dry-cleaning of business attire
• 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
• Starting 10 days of paid vacation earned each calendar year and increasing with length of service 12 statutory holidays and paid birthday leave
• Complimentary hotel stay for newly hired colleagues with breakfast for two through our BE OUR GUEST program
• Colleague benefit card offering discounted room and food & beverage rates at Accor properties worldwide for you and your family
• The opportunity to work in a luxury hotel environment within a Vancouver heritage building with a historic legacy dating back to 1939
• Learning programs through our Academies designed to sharpen your skills
• Opportunities to make a difference through our Corporate Social Responsibility activities

What You Will Be Doing

Reporting to the Director of Guest Services you will lead the Front Office team ensuring exceptional service delivery colleague engagement and operational excellence.

Guest Experience & Service Excellence

• Champion the guest journey from arrival to departure ensuring consistently exceptional service and prompt professional resolution of guest concerns
• Monitor analyze and respond to guest feedback to drive continuous improvement and maintain high guest satisfaction scores
• Serve as a visible leader on the floor modeling Fairmonts luxury service standards values and brand culture

Operational Leadership & Revenue Optimization

• Lead and support all Front Office departments to ensure seamless daily operations
• Collaborate closely with Rooms Division leaders to align service delivery staffing and operational priorities
• Optimize room revenue through inventory management and active participation in yield and strategy meetings
• Improve operational efficiency and productivity through effective scheduling staffing and resource planning

Team Development & Performance Management

• Support recruitment onboarding training and performance management of Front Office colleagues
• Coach mentor and develop colleagues and emerging leaders to support career progression and high performance
• Drive colleague engagement and results through motivation incentive programs and meaningful recognition
• Lead by example fostering a positive accountable and service-driven team culture

Communication Safety & Administration

• Communicate operational priorities clearly across shifts and departments through briefings meetings and written communication
• Promote a safe and healthy work environment by adhering to Health & Safety standards and policies
• Act as a member of the Emergency Response Team managing crisis situations in accordance with hotel procedures
• Support departmental projects and other duties as assigned by hotel leadership

Qualifications :

What We Are Looking For

• A strong service-driven mindset with prior leadership experience
• Comprehensive knowledge of Front Office operations within a hotel environment
• Experience with Opera PMS or similar hotel systems
• A university degree or hotel management diploma (preferred)
• Proven ability to build and maintain positive stakeholder relationships
• Excellent communication interpersonal and networking skills
• Highly organized detail-oriented and able to manage multiple priorities simultaneously
• Demonstrated ability to lead by example and foster a high-performance team culture
• Flexibility to work rotating shifts extended hours and overnight relief

Physical Job Requirements

• Ability to thrive in a fast-paced operational environment
• Split time between standing/walking on the floor 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