Guest Relations Administrator

[{{ $ | translate}}] Guest Relations Administrator
The Fairmont Empress


Job description


Guest Relations Administrator

Reporting to the Executive Assistant this position is responsible for managing the Voice of the Guest (guest experience surveys) responses on behalf of the hotel General Manager and providing all relevant feedback to the leadership team.  This role is temporary part time from June 2018 - September


Hotel Overview: 


Recognized as one of Top 21 Iconic Hotels in the World by National Geographic Traveler magazine, honoured with Travel Leisure distinction as Top Canadian Hotel, and regarded as a Condé Nast Readers’ Choice and Gold List hotel, Fairmont Empress is located in Victoria, BC overlooking the city’s sparkling Inner Harbour. In June 2017, Fairmont Empress completed a $60 Million restoration that celebrates its proud history while moving the hotel into a new era of modern luxury; transforming this iconic property into an elegant must-visit destination for the world's discerning travelers. This Forbes Four-Star, 4-Diamond property offers 464 beautifully appointed guest rooms and suites, Willow Stream Spa with signature West Coast experiences, Q at the Empress Restaurant featuring Pacific Northwest cuisine and award winning wine list, Q Bar’s regionally focused cocktail culture, and a reimagined Fairmont Gold Lounge with stunning harbour views.  Served daily since its opening in 1908, world famous Tea at the Empress is served in the sophisticated Lobby Lounge. Located on the picturesque West Coast of Canada, Fairmont Empress is the ideal starting point to explore the stunning natural beauty of Vancouver Island.

Summary of Responsibilities:

  • Supports the Executive Assistant with voice of the guest (VOG) responses, weekly reports or other VOG statistics that may be required by the hotel General Manager and Director, Operations
  • Completes professional replies in response to VOG surveys in a timely manner
  • Promptly shares any VOG survey feedback, positive or constructive, with appropriate leaders within the hotel
  • Ensures follow-up has been completed on constructive VOG survey feedback
  • Provides Director, Operations with up-to-date VOG statistics and recurring problems upon request
  • Coordinates communication on behalf of the hotel General Manager and Director, Operations
  • Acts as a proxy for the Executive Assistant on an as needed basis.

  • Highly committed and dynamic individual with proven ability to lead and maintain confidentiality
  • Excellent organizational ability; prioritize and work within a high volume, fast paced environment
  • Outstanding communication skills, both written and verbal, with creative writing skills
  • Solid contributor with excellent initiative, judgement, and sense of responsibility
  • 1-3 years’ experience in an administrative or guest service role
  • Excellent Microsoft Word, Excel, PowerPoint and Outlook skills

Visa Requirements: Must be legally entitled to work in Canada.
APPLY TODAY: Whether you’re launching your career or seeking meaningful employment, we invite you to visit to learn more about Fairmont Hotels & Resorts—and the extraordinary opportunities that exist!
At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you'll find exceptional work opportunities—throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific—as well as industry-leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork, Accountability and Excellence; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!



See description

Job type
Downtown, Victoria, Canada
Starting in
As soon as possible

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