Director, Guest Experience - Vancouver, Canada - FAIRMONT

FAIRMONT

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Company Description

Fairmont Hotel Vancouver, known as the 'Castle in the City', with its chateau-style green-clad copper roof and gargoyles is an architectural landmark in the heart of Downton Vancouver that captures the hearts and imaginations of all who visit.

A registered heritage property operating since 1939, the hotel symbolizes grandeur and timeless elegance. In spring 2019, Fairmont Hotel Vancouver completed a $75M, five-year multiphase revitalization project.

With its prestigious address on Georgia Street, this castle is surrounded by a diverse arts community of galleries and theatres, a thriving shopping district, exhilarating nightlife and world class cuisine.

Join our team and welcome our guests to extraordinary experiences at their home away from home.

Job Description Director, Guest Experience & Loyalty**Warm, welcoming and engaging. As Director of Guest Experience and Loyalty, you will lead the Fairmont Gold, Concierge, and Central Services teams in ensuring an exceptional guest journey at all points of guest contact, from pre-arrival to post-departure. You will champion our loyalty program, Accor Live Limitless (ALL), across the hotel and ensure our most loyal guests and VIPs receive personalized, attentive, and unforgettable experiences that exceed our brand standards.

Our Culture & Benefits:

An inclusive, empowering, and positive company culture where we place people at the heart of everything we do
The opportunity to have fun at work, alongside passionate hospitality professionals who strive to make the world a more welcoming place
A competitive salary and annual compensation reviews based on merit, experience, and ability
A competitive salary with range starting at $75,000 and annual compensation reviews based on merit, experience, and ability
Complimentary meal during your shift through our Colleague Dining Program
Travel reimbursement program for a TransLink monthly pass
Complimentary drycleaning of your business attire
Extensive benefits package including medical, dental, vision, life and disability insurance
Companymatched pension plan and access to the ACCOR Group Registered Retirement Savings Plan (GRSP)
Paid vacation, sick leave, and up to 13 paid statutory holidays per year, inclusive of birthday leave
Complimentary hotel stay with breakfast for two through our BE OUR GUEST program
Employee benefit card offering discounted room and food & beverage rates at Accor properties worldwide
The opportunity to work in a luxury hotel and Vancouver heritage building with legacy dating back to 193
Free learning programs through our Academies and discounted programs and courses through eCornell
Ability to make a difference through our Corporate Social Responsibility activities

What you will be doing:

Reporting to the Director of Rooms, you will take the lead in our overall guest and loyalty experience

You will also:

Consistently offer friendly, engaging & proactive guest service
Lead and support the Fairmont Gold, Concierge, and Central Services teams to ensure seamless service according to our standards
Recruit, onboard, train and develop the Guest Experience teams, selecting bestinclass talent and personalizing each individual's development journey
Coach and mentor teams through ongoing feedback and annual performance reviews with the goal of improving performance and development
Inspire and engage the teams to achieve service excellence in guest interactions and in creating a welcoming, valuable experience for all guests from prearrival to postdeparture
Create, achieve, and exceed goals for each team's performance, from colleague engagement to guest satisfaction and revenue maximization
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 out and utilizing our guest feedback to create action plans
Improve and maintain guest satisfaction scores through ongoing learning and training of brand standards and service essentials to Guest Experience team
Collaborate with Sales & Marketing teams to create promotional activities and maximize inventory and empower teams to bring these to life
Engage colleagues through active leadership, timely action planning, consistent communication, and meaningful recognition
Oversee audit and compliance controls with ALL membership
Generate additional revenue and loyalty enrollment by motivating colleagues through incentive programs
Perform regular inspections and audits to ensure quality of service offerings, company/travel agent rates
Send occupancy forecast on regular basis to set up operations team for success
Prepare annual budget for Guest Experience and Loyalty
Implement and support guest recognition/service programs
Act as a role model for our brand's mission, service culture, and values
Active member of the Emergency Res