Company Description
Experience the magic of working at Fairmont Hotel Vancouver, a timeless Vancouver landmark known as the ‘Castle in the City’. With its majestic chateau-style architecture, copper green roof, and historic gargoyles, this stunning hotel has been captivating visitors since 1939. Located in the heart of downtown Vancouver on prestigious Georgia Street, the hotel is surrounded by a dynamic arts scene, vibrant shopping, exciting nightlife, and world-class dining. Join our cherished team, and be part of an unforgettable hospitality experience. You’ll help create lasting memories for our guests in a setting that’s as exceptional as you are!
Job Description

VISA REQUIREMENTS:

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

WHAT YOU’LL BE DOING

Reporting to the Director of Rooms, you will:

• Lead with Purpose: Inspire and oversee the Guest Services leadership team and frontline colleagues to deliver intuitive, thoughtful service that consistently exceeds expectations.
• Champion the Guest Experience: Serve as the primary steward of the guest journey from seamless arrivals to fond farewells, including VIP coordination, group arrivals, and loyalty recognition.
• Elevate Team Performance: Coach and develop colleagues through regular feedback, mentorship, and hands-on leadership, fostering high engagement and continuous improvement.
• Collaborate Cross-Functionally: Act as a key liaison across hotel departments, ensuring clear communication and seamless coordination to support exceptional service delivery.
• Drive Operational Excellence: Monitor and manage guest services operations, optimizing labor, enhancing service standards, and ensuring SOP adherence to meet performance goals.
• Support Strategic Goals: Partner with the Director of Rooms to implement initiatives aligned with guest satisfaction, loyalty program engagement, colleague development, and profitability.
• Be the Calm in the Storm: Act as Manager on Duty, responding decisively to guest concerns and operational needs with empathy, clarity, and professionalism.
• Promote Brand Standards: Uphold Fairmont’s commitment to luxury, sustainability (Planet 21), safety, and inclusivity in every interaction.
• Maintain Our Signature Presence: Ensure the hotel entrance and lobby are pristine, welcoming, and reflective of our luxury image, from ambiance to atmosphere.

Qualifications

WHAT YOU BRING TO THE ROLE

• A Passion for People: A genuine hospitality mindset, leading with empathy, professionalism, and a focus on building meaningful guest and colleague connections.
• Operational Expertise: Minimum 3 years of leadership experience in Guest Services or Rooms Division within a luxury hotel; working knowledge of front office systems (Opera experience strongly preferred).
• Leadership with Impact: Demonstrated ability to lead and inspire diverse teams in a unionized environment, with a foundation in coaching, conflict resolution, and performance management.
• Strong Business Acumen: Skilled in scheduling, labor forecasting, and aligning team performance with departmental and organizational goals.
• Crisis-Ready Confidence: Exceptional interpersonal and problem-solving skills, with a calm, solutions-oriented approach to high-pressure situations.
• Guest-Centric Mindset: A sophisticated understanding of luxury service, how it looks, feels, and is delivered consistently at the highest level.
• Education: A university degree or college diploma in Hospitality Management (preferred).