Company Description
Recognized as the #2 Best Canadian Hotel in Travel + Leisure’s 2024 World’s Best Awards, Fairmont Empress is located in Victoria, BC, overlooking the city’s sparkling Inner Harbour. A Forbes recommended and MICHELIN key hotel that offers 431 beautifully appointed guest rooms and suites, Fairmont Spa with signature West Coast experiences, and Q at the Empress featuring Pacific Northwest cuisine, an award-winning wine list, and regionally focused cocktail culture. World-famous Tea at the Empress is served in the Lobby Lounge with stunning harbour views.
The magnificent property completed a $60+ million restoration in 2017 that celebrated its proud history while moving the hotel into a new era of modern luxury and transforming the iconic property into a must-visit destination. In 2023, the property introduced a revamped Fairmont Gold Experience, including a major renovation to the Fairmont Gold floor. 88 Fairmont Gold rooms and a newly renovated lounge are ready to accommodate guests. Located on Vancouver Island, Canada’s Castle on the Coast is the ideal starting point to explore British Columbia’s stunning natural and expansive beauty. Historic Hotels Worldwide recognizes the property’s prestigious grounds as the Top 25 Most Magnificent Gardens in the World.
Job Description
At Fairmont Empress, unparalleled service and luxury await guests of Fairmont Gold, our exclusive “hotel within a hotel” experience. By fostering an engaged team of service professionals as Assistant Manager, Fairmont Gold, you will bring our exceptional “Fairmont Gold standards” to life in our Fairmont Gold Lounge and beautifully renovated rooms.

YOUR EXPERIENCE AND SKILLS INCLUDE:

• Previous proven supervisory experience and 1 year of Front Desk experience
• Computer literate in Microsoft Window applications required
• A thorough understanding of the structure of the tourism and travel industry
• A sound knowledge of major cultures and expectations of travelers when abroad
• Food and Beverage service experience and asset
• Serving It Right certification 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
  Additional Information

• Consistently offer professional, friendly and engaging service
• Managing all aspects of the Fairmont Gold floors, to ensure the smooth operation and highest level of guest satisfaction at all times
• Ensuring that all team members have the necessary resources available to exceed guest expectations
• Consistently seeking ideas for enhancing the Fairmont Gold product and services
• Maintaining communication with all departments within the hotel to ensure that Fairmont Gold standards are delivered on a consistent basis
• Tracking and forecasting daily, weekly and monthly Fairmont Gold occupancy
• Strong and effective communications with all other departments, highlighting Fairmont Gold area to ensure the proper level of service to our guests
• Managing all contributing staff members who provide services to the Fairmont Gold area to ensure that the appropriate services levels are provided and achieved at all times
• Handle Fairmont Gold guest concerns in relations to the areas and react quickly, logging, following up and bringing to full resolution
• 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
• Balance operational, administrative and Colleague needs
• Lead the operation of the Fairmont Gold arrival and departures experience.
• Responsible for the training, development and performance management up to and including termination of the Fairmont Gold Attendants
• Responsible for recruitment, onboarding and training of new Fairmont Gold Attendants
• Follow department policies, procedures and service standards
• Follow all safety policies
• Other duties as assigned
• Hourly rate $32.43
  Qualifications