Assistant Director Fairmont Gold Full-time

AccorHotel • Victoria, BC

3d • Onsite

About The Position

The Assistant Director Fairmont Gold role is a full-time position at Fairmont Empress, a luxury hotel recognized for its prime location overlooking Victoria's Inner Harbour and its recent $60+ million restoration. This role focuses on managing the daily operations of the Fairmont Gold floor and lounge, ensuring exceptional guest experiences, and leading the Fairmont Gold team. The position requires a strong emphasis on service standards, operational management, revenue optimization, and team development, aligning with Forbes 5 Star standards.

Requirements

• Previous leadership experience in a similar guest relations capacity required
• Computer literate in Microsoft Window applications required
• 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
• Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Nice To Haves

• Previous Food & Beverage leadership experience preferred
• University/College degree in a related discipline preferred

Responsibilities

• 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.

Benefits

• Employee benefit card offering discounted rates in Accor worldwide
• Discounted food & beverage offerings at our Vancouver sister properties
• Opportunity to develop your talent and grow within your property and across the world!
• Complimentary meals through our colleague dining program (taxes apply)
• Complimentary dry cleaning of business attire
• 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 This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree