Job Description

DIRECTOR, FAIRMONT GOLD

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 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.

What is in it for you:

• Employee benefit card offering discounted rates at Accor properties worldwide
• Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world!
• Complimentary meal during your shift through our Colleague Dining Program
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs

What you will be doing:

• Reporting to the Director, Rooms, responsibilities and essential job functions include but are not limited to the following:
• Consistently offer professional, friendly and engaging service
• Lead and manage the Fairmont Gold team to ensure all Fairmont Gold standards and operating procedures are adhered to
• Ensure the highest possible revenues are generated for Fairmont Gold with a minimum of associated expenses. Work with the Sales & Front Office teams to ensure strategies are in place to maximize revenue opportunities
• Identify and develop existing policies and procedures to improve the guest experience
• Lead the Fairmont Gold team to excellent results on targeted KPI\xe2\x80\x99s including Fairmont Gold Revenue, ADR, Labor management, EES, TrustYou, LQA, Forbes
• Track and forecast daily, weekly and monthly Fairmont Gold occupancy levels and plan the department accordingly
• Handle Fairmont Gold guest concerns in relations to the areas and react quickly, logging, following up and bringing to full resolution
• Elevate the Fairmont Guest service to ensure we are a leader in the industry with the desire to be the #1 Fairmont Gold in the company.
• Liaise with Front Office team to ensure smooth arrival/departure of Fairmont Gold guests, Fairmont Gold inventory management and collaborate on initiative to provide five star service
• Develop and maintain contacts with business partners, concessionaires and counterparts of Fairmont Gold throughout Fairmont Hotels & Resorts
• Handle guest concerns and react quickly, logging and notifying proper areas
• Conduct regularly scheduled departmental meetings
• Responsible for forecasting, scheduling, payroll, purchasing and recruitment for department
• Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation
• Balance operational, administrative and Colleague needs
• Follow department policies, procedures and service standards
• Follow all safety policies
• Other duties as assigned

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

Physical Aspects of Position (include but are not limited to):

• Constant standing and walking
• Occasional bending and kneeling
• Occasional carrying and lifting

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\xe2\x80\x99s 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 \xe2\x80\x93 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\xe2\x80\x99s 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

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

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