Night 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
• Extensive knowledge of Front Office operations
• Prior experience working with Opera or a related system
• University degree or hotel management diploma an asset
• Ability to work flexible schedule, including rotating overnight shifts, weekends, holidays, and extended hours when needed
• Proven ability to build and maintain good relationships with all stakeholders
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• Multi-tasker that is highly organized, detail-oriented, and able to manage conflicting priorities
• Ability to lead by example, believe in a strong team culture and set the scene for high performance

THE PHYSICAL JOB REQUIREMENTS INCLUDE:

• Split time between walking/standing/being on floor and being at desk
• Occasional lifting and carrying up to 50lbs
• Occasional kneeling, pushing, pulling, bending
• Occasional ascending or descending ladders, stairs and ramps

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 Front Office, you will lead the overnight team to maximize the guest journey and proactively ensure Front Office operations are set up for success. You will also:

• Consistently offer friendly, engaging & proactive guest service
• Lead and support the overnight operations, including Front Desk, Royal Service, Guest Services, and Engineering, to ensure seamless service according to our standards
• Supervise and perform night audit functions, ensuring proper balancing of hotel revenues in rooms and food & beverage
• Maximize rooms revenue through balancing inventory, participating in yield management meetings, and implementing supporting agreed upon Revenue Management strategies and practices
• Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable moments for our guests
• Strive to always improve and recover remarkably by seeking and utilizing our guest feedback
• Communicate operational needs and pertinent information to necessary teams through daily pre-shift briefings, emails, monthly meetings, etc.
• Maximize additional revenue and motivate colleagues through by implementing or maintaining colleague incentive programs
• Coach, mentor, develop and train the overnight team in personal and professional development
• Engage colleagues through active leadership, timely action planning, consistent communication, and meaningful recognition
• Act as a role model for our brand’s mission, service culture, and values
• Improve and maintain guest satisfaction scores through ongoing learning and training of brand standards and service essentials to Rooms division team
• Active member of the Emergency Response Team, including crisis management, emergency and evacuation procedures, fire panel management, etc.
• Promote a safe working environment by following, implementing, and maintaining Health & Safety standards
• Assist with all other special projects, duties and tasks as assigned by hotel leadership tea

Reporting to the Director of Front Office, you will lead the overnight team to maximize the guest journey and proactively ensure Front Office operations are set up for success. You will also:

• Consistently offer friendly, engaging & proactive guest service
• Lead and support the overnight operations, including Front Desk, Royal Service, Guest Services, and Engineering, to ensure seamless service according to our standards
• Supervise and perform night audit functions, ensuring proper balancing of hotel revenues in rooms and food & beverage
• Maximize rooms revenue through balancing inventory, participating in yield management meetings, and implementing supporting agreed upon Revenue Management strategies and practices
• Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable moments for our guests
• Strive to always improve and recover remarkably by seeking and utilizing our guest feedback
• Communicate operational needs and pertinent information to necessary teams through daily pre-shift briefings, emails, monthly meetings, etc.
• Maximize additional revenue and motivate colleagues through by implementing or maintaining colleague incentive programs
• Coach, mentor, develop and train the overnight team in personal and professional development
• Engage colleagues through active leadership, timely action planning, consistent communication, and meaningful recognition
• Act as a role model for our brand’s mission, service culture, and values
• Improve and maintain guest satisfaction scores through ongoing learning and training of brand standards and service essentials to Rooms division team
• Active member of the Emergency Response Team, including crisis management, emergency and evacuation procedures, fire panel management, etc.
• Promote a safe working environment by following, implementing, and maintaining Health & Safety standards
• Assist with all other special projects, duties and tasks as assigned by hotel leadership team

Qualifications