Fairmont Gold Manager

at  Fairmont

Company Description
Fairmont Hotel Vancouver, known as the ‘Castle in the City’, with its chateau-style green-clad copper roof and gargoyles is an architectural landmark in the heart of Downton Vancouver that captures the hearts and imaginations of all who visit. A registered heritage property operating since 1939, the hotel symbolizes grandeur and timeless elegance. In spring 2019, Fairmont Hotel Vancouver completed a $75M, five-year multiphase revitalization project. With its prestigious address on Georgia Street, this castle is surrounded by a diverse arts community of galleries and theatres, a thriving shopping district, exhilarating nightlife and world class cuisine. Join our team and welcome our guests to extraordinary experiences at their home away from home.
Job Description

YOUR EXPERIENCE AND SKILLS INCLUDE:

• Service focused personality is essential and previous leadership experience required
• Prior experience working with Opera or a related system
• Experience working in a Food & Beverage setting a strong asset
• Strong interpersonal and problem solving abilities
• Ability to work well under pressure in a fast paced environment
• Ability to focus attention on guests needs, remaining calm and courteous at all times
• Ability to lead by example, believe in a strong team culture and set the scene for high performance
• University/College degree in a related discipline is an asset
• Ability to work flexible and rotating schedule including weekends and holidays

VISA REQUIREMENTS:

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

Reporting to the Director of Guest Experience, 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’s 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
• Liaise with Front Office team to ensure smooth arrival/departure of Fairmont Gold guests, Fairmont Gold inventory management
• Provide anticipatory service for guests via personalized pre-arrival emails and assist with reservations and destinations travels in go concierge system.
• Manage Fairmont Gold Room inventory and inspect rooms prior to arrival to ensure guest satisfaction.
• Prepare and arrange specialized & personalized amenities for guests and specialty suites.
• Responsible for Fairmont Gold Rooms, Voice of guest scores and Reputation performance score.
• Provide coaching and mentoring sessions for the team.
• Develop and maintain contacts with business partners, concessionaires and counterparts of Fairmont Gold throughout Fairmont Hotels & Resorts.
• Consistently implement creative & innovative ideas to enhance Fairmont Gold guest experience by arranging for wine tasting sessions, cheese tasting, cocktail of the month, and promote specialty dishes from F&B outlets.
• Ensure that the Fairmont Gold lounge, operating equipment and Rooms are in perfect condition at all times by having all the defects fixed by the engineering team.
• Handle guest concerns and react quickly, logging and notifying proper areas
• Responsible for the pristine cleanliness after all meal periods and throughout the day.
• 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

Qualifications