Description
Director, Guest Services
To maintain the highest level of services offered to guests through management of the functional areas of Bell, Door & Valet Parking services. Act as "Manager on Duty" responsible for: all VIP's, guest concerns or elevated requests, front line assistance and operational consistency in the front of house. Maintain established operational standards and maximize revenue potential, profitability and productivity of the hotel. The candidate should have a minimum of four years experience in a Department Head role.
Hotel Overview: Located in the heart of downtown Toronto, Fairmont Royal York is within walking distance to the business and theatre districts and the city's best shopping and dining. Having hosted more than 40 million guests since it opened its doors in 1929, Fairmont Royal York continues to represent the epitome of hospitality. With 1365 guest rooms, 70,000 square feet in 34 conference and banquet rooms, and over 1200 colleagues, Fairmont Royal York depicts the elegance of its past while providing the finest conveniences for today's travelers.
Summary of Responsibilities:
Reporting to the Director, Rooms, responsibilities and essential job functions include but are not limited to the following:
To maintain the highest level of services offered to guests through management of the functional areas of Bell, Door & Valet Parking services. Act as "Manager on Duty" responsible for: all VIP's, guest concerns or elevated requests, front line assistance and operational consistency in the front of house. Maintain established operational standards and maximize revenue potential, profitability and productivity of the hotel. The candidate should have a minimum of four years experience in a Department Head role.
Hotel Overview: Located in the heart of downtown Toronto, Fairmont Royal York is within walking distance to the business and theatre districts and the city's best shopping and dining. Having hosted more than 40 million guests since it opened its doors in 1929, Fairmont Royal York continues to represent the epitome of hospitality. With 1365 guest rooms, 70,000 square feet in 34 conference and banquet rooms, and over 1200 colleagues, Fairmont Royal York depicts the elegance of its past while providing the finest conveniences for today's travelers.
Summary of Responsibilities:
Reporting to the Director, Rooms, responsibilities and essential job functions include but are not limited to the following:
- Oversees the entire Guest Services operations inclusive of Door, Bell and Valet Parking Operations
- Supporting company and hotel policies and procedures including the promoting of and participation in Employee Engagement, Health and Safety, and Guest Service initiatives
- Thorough knowledge of emergency procedures and general crisis situation procedures
- Act as "Manager on Duty" for the hotel: responsive to situations and activities that take place at the lobby, public areas, satellite desks, Hotel entrances inclusive of main valet parking driveway
- Taking charge of Groups and Conventions from a Guest Services perspective from pre-convention to post-convention stage, including pre-convention meeting attendance and internal post-convention follow-up.
- Liaise with VIP parties (i.e. State Visits) and special attention guests, ensuring that arrival and departure is in order, inspecting where necessary, greeting, escorting and contacting when possible upon arrival
- Liaise with key departments (Housekeeping, Front Office, Reservations and Sales & Conference Services) to ensure smooth sense of arrival and departure
- Thorough knowledge of function bookings and their effect on lobby and public areas.
- Increase level of guest satisfaction by delivery of improved service through employee development, job engineering and quality image.
- Improve Service Processes by removing obstacles that hinder them and ensure Service Essentials and our Fairmont Behaviors are understood and exceeded
- Maintain a strong culture of accountability for our Service Promise, Service Essentials, Fairmont Behaviors and Fairmont Values.
- Develop and implement new systems and standards
- Ensure all equipment is in good working order and all maintenance issues are addressed
- Assisting with the leading, coaching, organization and development of the employees within each assigned department actively including performance evaluations and development reviews.
- Participating in interviewing and recruiting of new team members
- Actively promote and develop a culture of empowerment that is aligned with the Fairmont Royal York Hotel's "Power to Act" initiative
- Responsible for ensuring that all guest issues/complaints receive prompt action and follow up
- Monthly and quarterly projects as assigned by the Assistant Director, Rooms
- Ensures the achievement of divisional financial objectives though practices such as creative scheduling as well as consistently monitoring productivity and ensuring accurate administration of payroll.
- Own the financial success of the Valet Department including revenues and expenses.
- Consistently stays current on industry/competitive trends and makes recommendations for improvement.
- Takes ownership in the achievement of Colleague Engagement Survey objectives.
- Actively involved in the creation of new arrival experience for our guests relative to opening of newly renovated lobby (Spring 2019)
Requirements
Qualifications:
- Solid knowledge of Guest Services and/or Front Office Procedures
- Experience in Unionized work environment
- Knowledge of: Property Manager, Microsoft Office and Windows XP
- Minimum of four years previous Guest Services/Front Office Department Head experience in a luxury property.
- Highly organized, career and results oriented with the ability to be flexible with hours, days off, assignments and additional duties
- Ability to perform well under pressure in a fast-paced, changing environment.
- Must possess excellent interpersonal, written and verbal communication skills
- Must be a strong team player with proven leadership, development and delegating skills
- Highest Guests Service skills, talent and knowledge with the vision and ability to lead employees to excellence
- Post-Secondary School Education with Diploma/Degree in Hotel Management an asset
- Second or third language an asset
- Professional manner, outgoing personality, and ability to work on own initiative
- Ability to handle day-to-day Front of House operations with excellent business acumen
- Constant standing and walking throughout shift
- Frequent lifting and carrying up to 50 lbs
- Constant kneeling, pushing, pulling, lifting
- Frequent ascending or descending ladders, stairs and ramps
Physical Aspects of position include but are not limited to the following:
Visa Requirements: Must already be legally permitted to work in Canada.
APPLY TODAY: Whether you're launching your career or seeking meaningful employment, we invite you to visit http://www.fairmontcareers.com/ to learn more about Fairmont Hotels & Resorts-and the extraordinary opportunities that exist!
Fairmont Hotels and Resorts believes in outstanding hospitality. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at 416-860-4548 or ryh.careers@fairmont.com if you require accommodation
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!
About Us
Be Part of the Extraordinary with The Fairmont Royal York
Fairmont is a place where the extraordinary happens every day! We offer exciting career opportunities, experiences, and rewards for our employees around the world. At Fairmont Hotels & Resorts, we know that delivering the best in hospitality and service to our guests begins with first providing our employees the best.
Job Info
Toronto, ON
Posted on:
Work Permit: Applicants who do not already have legal permission to work in the location of this job will not be considered.
Management Position: No
Description
Director, Guest Services
To maintain the highest level of services offered to guests through management of the functional areas of Bell, Door & Valet Parking services. Act as "Manager on Duty" responsible for: all VIP's, guest concerns or elevated requests, front line assistance and operational consistency in the front of house. Maintain established operational standards and maximize revenue potential, profitability and productivity of the hotel. The candidate should have a minimum of four years experience in a Department Head role.
Hotel Overview: Located in the heart of downtown Toronto, Fairmont Royal York is within walking distance to the business and theatre districts and the city's best shopping and dining. Having hosted more than 40 million guests since it opened its doors in 1929, Fairmont Royal York continues to represent the epitome of hospitality. With 1365 guest rooms, 70,000 square feet in 34 conference and banquet rooms, and over 1200 colleagues, Fairmont Royal York depicts the elegance of its past while providing the finest conveniences for today's travelers.
Summary of Responsibilities:
Reporting to the Director, Rooms, responsibilities and essential job functions include but are not limited to the following:
To maintain the highest level of services offered to guests through management of the functional areas of Bell, Door & Valet Parking services. Act as "Manager on Duty" responsible for: all VIP's, guest concerns or elevated requests, front line assistance and operational consistency in the front of house. Maintain established operational standards and maximize revenue potential, profitability and productivity of the hotel. The candidate should have a minimum of four years experience in a Department Head role.
Hotel Overview: Located in the heart of downtown Toronto, Fairmont Royal York is within walking distance to the business and theatre districts and the city's best shopping and dining. Having hosted more than 40 million guests since it opened its doors in 1929, Fairmont Royal York continues to represent the epitome of hospitality. With 1365 guest rooms, 70,000 square feet in 34 conference and banquet rooms, and over 1200 colleagues, Fairmont Royal York depicts the elegance of its past while providing the finest conveniences for today's travelers.
Summary of Responsibilities:
Reporting to the Director, Rooms, responsibilities and essential job functions include but are not limited to the following:
- Oversees the entire Guest Services operations inclusive of Door, Bell and Valet Parking Operations
- Supporting company and hotel policies and procedures including the promoting of and participation in Employee Engagement, Health and Safety, and Guest Service initiatives
- Thorough knowledge of emergency procedures and general crisis situation procedures
- Act as "Manager on Duty" for the hotel: responsive to situations and activities that take place at the lobby, public areas, satellite desks, Hotel entrances inclusive of main valet parking driveway
- Taking charge of Groups and Conventions from a Guest Services perspective from pre-convention to post-convention stage, including pre-convention meeting attendance and internal post-convention follow-up.
- Liaise with VIP parties (i.e. State Visits) and special attention guests, ensuring that arrival and departure is in order, inspecting where necessary, greeting, escorting and contacting when possible upon arrival
- Liaise with key departments (Housekeeping, Front Office, Reservations and Sales & Conference Services) to ensure smooth sense of arrival and departure
- Thorough knowledge of function bookings and their effect on lobby and public areas.
- Increase level of guest satisfaction by delivery of improved service through employee development, job engineering and quality image.
- Improve Service Processes by removing obstacles that hinder them and ensure Service Essentials and our Fairmont Behaviors are understood and exceeded
- Maintain a strong culture of accountability for our Service Promise, Service Essentials, Fairmont Behaviors and Fairmont Values.
- Develop and implement new systems and standards
- Ensure all equipment is in good working order and all maintenance issues are addressed
- Assisting with the leading, coaching, organization and development of the employees within each assigned department actively including performance evaluations and development reviews.
- Participating in interviewing and recruiting of new team members
- Actively promote and develop a culture of empowerment that is aligned with the Fairmont Royal York Hotel's "Power to Act" initiative
- Responsible for ensuring that all guest issues/complaints receive prompt action and follow up
- Monthly and quarterly projects as assigned by the Assistant Director, Rooms
- Ensures the achievement of divisional financial objectives though practices such as creative scheduling as well as consistently monitoring productivity and ensuring accurate administration of payroll.
- Own the financial success of the Valet Department including revenues and expenses.
- Consistently stays current on industry/competitive trends and makes recommendations for improvement.
- Takes ownership in the achievement of Colleague Engagement Survey objectives.
- Actively involved in the creation of new arrival experience for our guests relative to opening of newly renovated lobby (Spring 2019)
Requirements
Qualifications:
- Solid knowledge of Guest Services and/or Front Office Procedures
- Experience in Unionized work environment
- Knowledge of: Property Manager, Microsoft Office and Windows XP
- Minimum of four years previous Guest Services/Front Office Department Head experience in a luxury property.
- Highly organized, career and results oriented with the ability to be flexible with hours, days off, assignments and additional duties
- Ability to perform well under pressure in a fast-paced, changing environment.
- Must possess excellent interpersonal, written and verbal communication skills
- Must be a strong team player with proven leadership, development and delegating skills
- Highest Guests Service skills, talent and knowledge with the vision and ability to lead employees to excellence
- Post-Secondary School Education with Diploma/Degree in Hotel Management an asset
- Second or third language an asset
- Professional manner, outgoing personality, and ability to work on own initiative
- Ability to handle day-to-day Front of House operations with excellent business acumen
- Constant standing and walking throughout shift
- Frequent lifting and carrying up to 50 lbs
- Constant kneeling, pushing, pulling, lifting
- Frequent ascending or descending ladders, stairs and ramps
Physical Aspects of position include but are not limited to the following:
Visa Requirements: Must already be legally permitted to work in Canada.
APPLY TODAY: Whether you're launching your career or seeking meaningful employment, we invite you to visit http://www.fairmontcareers.com/ to learn more about Fairmont Hotels & Resorts-and the extraordinary opportunities that exist!
Fairmont Hotels and Resorts believes in outstanding hospitality. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at 416-860-4548 or ryh.careers@fairmont.com if you require accommodation
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!
About Us
Be Part of the Extraordinary with The Fairmont Royal York
Fairmont is a place where the extraordinary happens every day! We offer exciting career opportunities, experiences, and rewards for our employees around the world. At Fairmont Hotels & Resorts, we know that delivering the best in hospitality and service to our guests begins with first providing our employees the best.
The Fairmont Royal York Hotel Jobs
