Guest Services Manager

[{{ $ | translate}}] Guest Services Manager
The Fairmont Empress


Job description




Guest Services ManagerReporting to the Front Office Manager, the Guest Services Manager is responsible for ensuring the smooth and efficient operation of Bell Services, Door and Valet Services. The Guest Service Manager will ensure that all standards, procedures and guest satisfaction objectives are met and exceeded on a consistent basis.


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: Responsibilities and essential job functions include but are not limited to the following: 

  • Maintains a high level of professionalism in all aspects of job performance.
  • Ensures our Fairmont President Club members are recognized upon arrival, receiving a warm greeting and appropriate assistance
  • Ensures Fairmont standards, procedures, and practices (LQA, KIT, JDP) are followed by providing the highest quality of colleague training, monitoring performance and providing coaching on an on-going basis
  • Policies are in place and maintained to prevent damage and loss of guest’s belongings and hotel property.  Responsible for regular maintenance of equipment including hotel vehicle(s) , golf clubs, bikes and bell carts
  • Ensures the achievement of financial objectives through accurate staffing and scheduling, consistently monitoring productivity and ensuring the accurate administration of payroll.
  • Develops an engaged, enthusiastic and guest driven team through recruitment, personal and professional development and reward.
  • Promotes positive colleague relations through an environment that encourages open communication trust and mutual respec
  • Accurate administration of the Collective Agreement
  • Plans regular and effective communication with all Guest Services colleagues through individual and departmental communication meetings and Pre-Shift briefings
  • Cooperates, coordinates and communicates with other departments of The Fairmont Empress to ensure the highest level of Guest Service is maintained
  • Ensuring that all Health & Safety standards are met, procedures followed, and that employees have the correct knowledge and tools to work safely. Member of the Emergency Response Team
  • Provide leadership support in the absence of the Front Office Manager
  • Performs any and all other tasks which are assigned by management.


  • Minimum 2 years' previous supervisory/management experience in Front Office operations
  • Knowledge of computerized Front Office systems required with emphasis in Property Manager
  • Proficiency in Word and Excel. Excellent written and verbal communication skills required
  • University degree or College diploma in Hotel Management preferred
  • Must possess a professional presentation
  • Strong interpersonal and problem solving abilities
  • Superior leadership and coaching skills with a proven track record of developing and motivating career minded Front Office professionals
  • Ability to work independently and prioritize responsibilities and handle a multitude of tasks, colleagues and guest requests
  • Highly responsible & reliable
  • Highly organized, results-oriented with the ability to be flexible and work well under pressure Ability to work cohesively as part of a team
  • Passion for guest service, strong guest service orientation and training skills background required
  • Must be physically able to lift luggage and possess a valid class 5 driver’s license with clear abstract.

 Visa Requirements: Legally able 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!

ABOUT FAIRMONT HOTELS & RESORTS 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 and Empowerment; 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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