Job Description

Company Description

Regarded as a Cond\xc3\xa9 Nast Readers\xe2\x80\x99 Choice and Gold List hotel, and honoured with the Travel + Leisure distinction as a top Canadian hotel, built in 1908 Fairmont Empress is a world class hotel located on Victoria\xe2\x80\x99s sparkling Inner Harbour. The hotel has recently completed a $60 million restoration marrying the architecturally classic details with modern 21st century touches. This Forbes 4 star, 4 diamond property offers 464 beautifully appointed guest rooms and suites, a Willow Stream Spa offering signature West Coast experiences, Q Restaurant and Bar featuring Pacific Northwest cuisine, a wine spectator awarded wine list and a vibrant West Coast cocktail culture. The world famous Afternoon Tea at the Empress is served in the elegant and sophisticated Lobby Lounge. The hotel offers 24,000 sq ft. of unique, storied spaces and is the social centerpiece of the destination. Located adjacent to the Victoria Conference Centre, the hotel provides food & beverage to the conference centre. Located on the picturesque West Coast of Canada, Fairmont Empress is the ideal location to explore the natural beauty of Vancouver Island.

• 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

• 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
• Salary starting at $64,105.00

Additional Information

At Fairmont Empress, unparalleled service and luxury await guests of Fairmont Gold, our exclusive \xe2\x80\x9chotel within a hotel\xe2\x80\x9d experience. By fostering an engaged team of service professionals as Assistant Director, Fairmont Gold, you will bring our exceptional \xe2\x80\x9cFairmont Gold standards\xe2\x80\x9d to life in our newly created Fairmont Gold Lounge and beautifully renovated rooms.

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