Guest Relations Manager

Guest Relations Manager

Inspiring and engaging. As a Guest Relations Manager, you will show your leadership and interpersonal strengths to maximize Front Office Operations and ensure an exceptional guest journey.

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

Reporting to the Front Desk Manager, you will be a leader on the Front Office team and oversee luxury guest service, colleague development & performance, as well as enhance service opportunities for our guests.

• Lead and support all aspects of the Front Office departments, including Front Desk, Royal Service, Concierge, Guest Services, and Fairmont Gold, to ensure service standards are followed with friendly and engaging service
• Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable moments for our guests
• Strive to always improve and recover remarkably by seeking and utilizing our guest feedback
• Collaborate with leaders in the Rooms division to ensure seamless service and operation
• Communicate operational needs and pertinent information to necessary teams through daily pre-shift briefings, emails, monthly meetings, etc.
• Maximize rooms revenue through balancing inventory, participating in yield management meetings, and implementing supporting agreed upon Revenue Management strategies and practices
• Maximize productivity through effective staffing and scheduling
• Maximize additional revenue and motivate colleagues through by implementing or maintaining colleague incentive programs
• Coach and mentor Front Office colleagues in personal and professional development
• Engage colleagues through active leadership, timely action planning, consistent communication, and meaningful recognition
• Train and develop new leaders in the Rooms division and new colleagues in the absence of departmental trainer
• Act as a role model for our brand’s mission, service culture, and values
• Improve and maintain guest satisfaction scores through ongoing learning and training of brand standards and service essentials to Rooms division team
• Active member of the Emergency Response Team, including crisis management, emergency and evacuation procedures, fire panel management, etc.
• Promote a safe working environment by following, implementing, and maintaining Health & Safety standards
• Assist with all other special projects, duties and tasks as assigned by hotel leadership team

Your experience and skills include:

• Service focused personality is essential and previous leadership experience required
• Extensive knowledge of Front Office operations
• Prior experience working with Opera or a related system
• University degree or hotel management diploma an asset
• Proven ability to build and maintain good relationships with all stakeholders
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• Multi-tasker that is highly organized, detail-oriented, and able to manage conflicting priorities
• Ability to lead by example, believe in a strong team culture and set the scene for high performance
• Ability to work flexible schedule, including rotating shifts (AM/PM/Overnight), weekends, holidays, and extended hours when needed

Your team and working environment:

• Dynamic, fast-paced team environment
• Split time between walking/standing/being on floor and being at desk
• Occasional lifting and carrying up to 50 lbs
• Occasional kneeling, pushing, pulling, bending
• Occasional ascending or descending ladders, stairs and ramp

Successful candidates must already be legally eligible to work in Canada. The Hotel is unable to assist in obtaining Canadian work authorization.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS