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Job Description
Why work for Fairmont Pacific Rim?
- Opportunity to develop your talent and grow within Fairmont Pacific Rim and across the world!
- A competitive salary, starting from $32.05 per annum
- Complimentary work meal through our Colleague Dining Program
- Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
- Travel reimbursement program for a TransLink monthly pass
- Extensive benefits package including health, paramedical, dental, vision, life and disability insurance for those meeting eligibility requirements
- Company-matched pension plan and ability to enroll in the Group Registered Retirement Savings Plan for those meeting eligibility requirements
- Complimentary hotel stay for newly hired employees with breakfast for two through our BE OUR GUEST program
- Opportunities to participate in sustainability, charity, and community engagement initiatives.
- Access to world-class training, leadership programs, and career development opportunities across a global network.
- Be part of a dynamic, diverse team in a stunning luxury setting where no two days are the same.
- Enjoy discounted room rates at Fairmont hotels worldwide, plus special rates at other Accor properties.
What you will be doing:
- Uphold the highest standard of customer service by demonstrating and applying Forbes 5 Star service standards at all times
- Consistently deliver gracious, thoughtful and personalized service in every guest interaction
- Take ownership of the VIP and Fairmont Gold guests’ experience to ensure all standards and operating procedures are adhered too
- Review all VIP and Fairmont Gold reservations to ensure requests are met. Assign guest rooms to best meet guest needs and preferences, while monitoring inventory to assist maximizing revenue
- Develop and maintain strong guest relationships to ensure guest loyalty
- Create bespoke experiences for the VIP and Fairmont Gold guest
- Develop and maintain strong guest relationship to ensure guest’s loyalty
- Liaise with other departments to ensure a smooth management of operations, maintaining a close relationship with Housekeeping, Front Desk, Royal Service and Guest Services to facilitate VIP and Fairmont Gold guests’ arrival
- Participate in resolving guest concerns. Ability to identify, empathize and own appeasement of any guest concerns both in person and in writing
- Stay up to date on local Vancouver concierge information. Have an extensive knowledge regarding Vancouver attractions, restaurants and surrounding areas
- Assist with any plans or arrangements the guest intends to make during their stay
- Assist guests regarding hotel facilities in an informative and helpful way
- Co-ordinate guest experiences efficiently and accurately via phone, email, text, in person or with other departments utilizing Alice reservation software
- Operate Property management system for all transactions ensuring all guest folio’s are accurate
- Utilize corporate customer service management applications
- Responsible for inventory management and liaising with housekeeping coordinator.
- Maintain thorough knowledge about all aspects of the hotel facilities as well as policies and procedures
- Ensure the highest possible revenues are generated for VIP and Fairmont Gold team, working with the Front Office team on daily upsell programs
- Ensure the lobby is in peak condition at all times by actively circulating and reporting/entering work orders promptly
- Adhere to hotel emergency procedures and safety standards to maintain a safe work environment
- Actively participate in the Fairmont Pacific Rim’s environmental program and department specific initiatives in working towards sustainable operations
- Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics
- Performs any and all other tasks which are assigned by leaders and support the leadership team with daily assigned tasks and operations
