Company Description
Recognized as the #1 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

QUALIFICATIONS:

• Previous Front Office experience in a “lead” or supervisory role, including a strong working knowledge of Front Office operating systems
• Strong personal initiative with a desire to achieve results above expectations
• Accounting experience an asset
• Excellent knowledge in revenue management
• Strong Guest Service orientation with excellent interpersonal and training skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure in a fast-paced, changing environment
• Strong Leadership skills, able to lead employees to achieve the department’s vision and measurable goals
• Proven commitment to health and safety
• Previous experience at supervisory level within Rooms Division
• Post-secondary education in Hotel Management a strong asset
• Previous experience in a unionized environment an asset
  Additional Information

• Reporting to the Director, Front Office, responsibilities and essential job functions include but are not limited to the following:
• Supervision of all colleagues under their direction, including but not limited to Front Office, overnight Housekeeping, overnight Stewarding and overnight Security.
• Supervision and performance of all night audit functions, ensuring the proper balancing and control of hotel revenue, both rooms and food & beverage
• Ensuring compliance with Rooms internal audit standard operating procedures, including daily and monthly reporting requirements; as well as executing actions plans to improve compliance rates
• Representing management of The Fairmont Empress during the midnight shift by ensuring the company policies and operation standards of the hotel are maintained at all times
• Ensuring rooms revenue is maximized, balancing average rate and occupancy
• Participates in rooms forecasting, including yield and inventory management
• Primarily responsible for ensuring the hotel room allocation is completed to the highest level, balancing room inventory and flagging potential inventory challenges to Revenue Management for future dates
• Staying current of industry/competitive trends and making recommendations for improvement
• Demonstrating excellent Guest Service and maintaining a high level of employee relations
• Ensuring effective supervision, training, development, performance counseling, providing motivation and a sense of empowerment to employees
• Actively seeking feedback and following up on Guest comments, compiling daily report of guest reviews and trends in guest feedback for management to utilize in daily briefings and to adjust operations.
• Functions as key member of Hotel Leadership Team
• Responsible for nightly general network maintenance and performing End-of-Day functions
• Daily management of payroll system for Front Office, ensuring timely and accurate payment of colleagues.
• Principally responsible for activating the crises management team to ensure the life and safety of all guests and employees of the hotel and for maintaining safe environment
• Executing regularly scheduled life safety and security drills and table top exercises overnight in partnership with Director of Security
• Ensure that all Health & Safety standards are met and all colleagues have the correct tools to work safely
• Regularly tour all areas of hotel operation conducting quality audits and report deficiencies to Department Heads accordingly
• A catalyst for change and desire to constantly improve Front Office/ Night operation
• Other duties as assigned
  Qualifications