Company DescriptionReporting to The Director, Rooms, The Director, Front Office is responsible for leading the day-to-day Front Office operations and ensuring consistent, 5 star luxury service is provided to our guests at every interaction point. The Director, Front Office will be a key individual leading the Assistant Front Office Managers as well as all Front Office colleagues.Job DescriptionWhy work for Fairmont Pacific Rim?Opportunity to develop your talent and grow within Fairmont Pacific Rim and across the world!A competitive salary, starting from $90,000.00 per annumComplimentary work meal through our Colleague Dining ProgramExclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and WhistlerTravel reimbursement program for a TransLink monthly passExtensive benefits package including health, paramedical, dental, vision, life and disability insurance for those meeting eligibility requirementsCompany-matched pension plan and ability to enroll in the Group Registered Retirement Savings Plan for those meeting eligibility requirementsComplimentary hotel stay for newly hired employees with breakfast for two through our BE OUR GUEST program What you will be doing:Leading the Front Office teams (Front Desk, Guest Services and Royal Service) in the daily operational duties, with the support of the Front Desk Manager, Guest Services Manager and Royal Service ManagerAssist DOR in executing Rooms Division goals including colleague engagement, guest satisfaction, loyalty program enrollment and management and upsell revenues.Ensure appropriate training for colleagues is fulfilledObserve colleagues' productivity, providing constructive feedback, coaching, and recognition when applicableEnsure guest satisfaction at all times by ensuring that safety and service is always the first priority.Overlook guest complaints, resolutions and concerns raised.Support as Manager on Duty, serving as a resource to all departments to ensure a smooth overall operation of the hotel in the absence of other managers.Overlook the daily operations including arrivals and departures to ensure a smooth operation and the highest level of guest satisfaction.Assist with Front Office labor planning, ensuring effective scheduling of colleagues in line with labour standards and business needs.Review and approve payroll daily.Assist with ALL Loyalty program to promote enrollment, perfect arrival standards, ensure daily reconciliation/audit, and colleague training.Act as a point of contact for VIP & regular guests by assisting with reservations & rates, group arrivals and site inspections as required.Meet and Greet VIP’s, escort to room and follow up on the comfort of their stay as required.Ensure the lobby/entrance is in peak condition at all times to ensure music, lighting, scent, cleanliness and maintenance are in line with hotel image and the time of day.Prepare for and attend daily ops meetings.Ensure effective and timely communication among all departments and throughout the hotel through weekly/monthly departmental communication meetings.Actively promote a safe work environment and ensure all colleagues within Front Office have a working knowledge of all emergency procedures.Member of the Emergency Response Team.Ensure adherence of hotel policies and standard operating procedures for each department.All other duties as assigned
QualificationsYour experience and skills include:Minimum of 5 years’ experience in rooms with a solid foundation in Front Office operating systemsHighly organized, results-oriented with the ability to be flexible and work well under pressureUniversity degree or College diploma in Hospitality Management preferredLeadership experience, including experience in training & developing teams, implementing best practices to consistently be creative & innovative; within a union environment preferredKnowledge of Property Management System an asset, Opera Cloud knowledge preferredDesire to provide phenomenal guest experiences, a passion for quality, and attention to detailSuccessful track record in professionally addressing & resolving difficult and challenging issues at all levelsExcellent communication skills both written and verbalFlexibility to work additional hours as required; including shift work, weekends, public holidayAdditional InformationYour team and working environment:At ocean’s edge, an oasis in the city, Fairmont Pacific Rim is the most remarkable address in Vancouver.Working with a diverse and talented team of passionate individuals, in a 5 star luxury hotel environmentA team with outstanding attention to detail and dedicated to delivering unparalleled guest experienceVisa requirements: Successful candidates must be legally eligible to work in Canada. The hotel is unable to assist candidates with Canadian work authorization.
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