Company Description
Fairmont Waterfront redefines hospitality with Pure Coastal Luxury. Our award-winning hotel, nestled on Vancouver’s stunning waterfront, is consistently celebrated by top publications like Conde Naste Traveler and recognized as a Great Place to Work® Canada for a second consecutive year. We are Industry leaders in sustainability & embody our commitment to our community, featuring Vancouver’s first green roof & rooftop apiary.
Our Culture is strongly rooted in diversity, inclusion, professional growth and development - over 60% of promotions are from within. We are committed to empowering ambitious individuals to thrive. If you’re a visionary who shares our values and passion for excellence, join us to help shape the future of luxury hospitality.

WHY WORK AT FAIRMONT WATERFRONT?

• Sustainability and community commitment - recognized with 5 Green Leaves Certification rating from Green Key Global since 2011
• Empowering Women in Leadership - More than 50% of leadership team including Executive Level, are women
• Celebrating Diversity - our team represents over 60+ countries, fostering an inclusive and global community
• Strong Culture of Belonging for the 2SLGBTQIA+ community providing year-round support, including gender inclusive change rooms
• Generous perks - Enjoy discounted rates at over 5,500 Accor hotels worldwide through our Colleague Travel Discount Program* food & beverage discounts, transit reimbursement program for Trans Link monthly passes, subsidized meal during your shift through our colleague dining program
• Comprehensive Benefits - through our Benefit Plan* including medical, dental and vision coverage, Pension Plan, and more!
• Dining Discounts - Get 50% off at our dining establishments in Vancouver, Victoria and Whistler through our Food & Beverage Discount Program
• Exclusive Experiences - One free stay through our Be Our Guest Program
• Full rate of pay, $31.83 per hour following 90 days of service
• full-time and part-time status colleagues
  Job Description

Qualifications

• Minimum one year of recent experience (within the last five years) in a switchboard/front office role at a hotel of similar size and service standards.
• Impeccable grooming and presentation.
• Fluency in both verbal and written English.
• Strong interpersonal and communication skills.
• Excellent telephone etiquette and voice.
• Strong typing, clerical, and organizational skills with attention to detail.
• Computer literate in Microsoft Window applications; previous experience with Opera Cloud, Micros, Open Table, and Kipsu text messaging system is an asset.
• Strong knowledge of Vancouver is a plus.
• Ability to manage multiple priorities and work well under pressure.
• Willingness to work flexible shifts, including nights and weekends.
• Passion for guest service, with prior customer service experience preferred

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

• Provide professional, friendly, and engaging service at all times.
• Handle all external and internal calls, either by redirecting or assisting the caller.
• Take ownership of the caller’s request and ensure timely follow-up in accordance with hotel standards.
• Respond promptly and professionally to all Room Reservation, Rate Offering, and Hotel Information inquiries via telephone and email.
• Accurately record reservation details in the Property Management System (Property Manager).
• Monitor and manage the ‘Royal Service’ platform and respond to guest Kipsu text messages.
• Maintain a solid working knowledge of all hotel departments, particularly Housekeeping, Front Office, and Engineering.
• Serve as a liaison for guests, providing information on all hotel services.
• Handle and distribute faxes, voice messages, and written messages for internal and external guests.
• Be fully familiar with the hotel’s emergency procedures.
• Adhere to department policies, procedures, and service standards.
• Comply with all safety policies.
• Other duties as assigned.

Qualifications

• Minimum one year of recent experience (within the last five years) in a switchboard/front office role at a hotel of similar size and service standards.
• Impeccable grooming and presentation.
• Fluency in both verbal and written English.
• Strong interpersonal and communication skills.
• Excellent telephone etiquette and voice.
• Strong typing, clerical, and organizational skills with attention to detail.
• Computer literate in Microsoft Window applications; previous experience with Opera Cloud, Micros, Open Table, and Kipsu text messaging system is an asset.
• Strong knowledge of Vancouver is a plus.
• Ability to manage multiple priorities and work well under pressure.
• Willingness to work flexible shifts, including nights and weekends.
• Passion for guest service, with prior customer service experience preferred.