Guest Relations Manager

AccorHotel•Vancouver, BC

3d•Onsite

About The Position

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 Front Office, you’ll ensure a seamless arrival and departure experience, develop high-performing teams, and champion guest satisfaction across all touchpoints.

Requirements

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
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
Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Nice To Haves

A university degree or hotel management diploma

Responsibilities

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 Fairmont’s luxury service standards, values, and brand culture
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
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
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

Benefits

Competitive annual compensation, starting at $70,000, with salary reviews conducted annually based on performance, demonstrated capabilities, and market conditions.
Access to our company-matched Defined Contribution Pension Plan (DCPP), company-matched Registered Retirement Savings Plan (RRSP), and Tax Free Savings Account (TFSA) when meeting eligibility requirements
Access to our Health & Benefits Program, including extended health and medical, dental, vision, and paramedical benefits once eligibility requirements are met
Starting 15 days of paid vacation earned each calendar year and increasing with length of service, 12 statutory holidays and paid birthday leave
Access to our comprehensive wellness program benefits through Green Shield offering complimentary counseling, wellness sessions, financial and family planning, etc.
Opportunity to develop your talent and grow within your property and across the world
Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
Complimentary access to our learning and development programs through our Academies
Discounted courses and certificate programs through eCornell
Colleague benefit card offering discounted room and F&B rates at Accor properties worldwide
Exclusive access to the Pacific Northwest Food & Beverage Discount Program, with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
Complimentary hotel stay for newly hired colleagues, including breakfast for two through our BE OUR GUEST program
Opportunity to be nominated for and win your dream trip through our yearly employee and leadership recognition program
Complimentary meals during your shift through our Colleague Dining Program
Transit Subsidy Program offering payroll deduction for transit with company-provided discounts
Complimentary dry-cleaning of business attire ($50 per month)
An inclusive, empowering company culture where people are at the heart of everything we do
The opportunity to work alongside passionate hospitality professionals committed to making the world a more welcoming place
Opportunities to make a difference through our Corporate Social Responsibility initiatives, including our Sustainability Committee and our Diversity, Equity & Inclusion Committee, championing 2SLGBTQIA+, Ability & Accessibility, Gender Equality, and Race & Cultural Diversity
The opportunity to work in a luxury hotel environment within a Vancouver heritage building, dating back to 1939