Front Desk Manager

Company Description

Experience the magic of working at Fairmont Hotel Vancouver, a timeless Vancouver landmark known as the ‘Castle in the City’. With its majestic chateau-style architecture, copper green roof, and historic gargoyles, this stunning hotel has been captivating visitors since 1939. Located in the heart of downtown Vancouver on prestigious Georgia Street, the hotel is surrounded by a dynamic arts scene, vibrant shopping, exciting nightlife, and world‑class dining.

Join our cherished team, and be part of an unforgettable hospitality experience. You’ll help create lasting memories for our guests in a setting that’s as exceptional as you are!

Reporting to the Director of Guest Services, the Front Desk Manager is responsible for delivering the highest level of guest service while maintaining operational and brand standards across all areas of the Front Office Department.

• An inclusive, empowering, and positive workplace culture where people are at the heart of everything we do
• A fun and engaging work environment alongside passionate hospitality professionals
• Competitive starting salary of $72,000, with annual performance evaluations and compensation reviews
• Career development opportunities across our global portfolio
• Complimentary duty meal through our Colleague Dining Program
• Trans Link monthly pass travel reimbursement
• Comprehensive benefits package, including medical, dental, vision, life, and disability insurance
• Company‑matched pension plan and eligibility to enroll in the Accor Group Registered Retirement Savings Plan (GRSP)
• Starting at 10 days of paid vacation per calendar year, increasing with length of service
• One complimentary hotel stay with breakfast for two through the BE OUR GUEST program
• Employee benefit card with discounted room and food & beverage rates at Accor properties worldwide
• Opportunity to work in a luxury hotel and a historic Vancouver landmark dating back to 1939
• Free learning programs through Accor Academies and discounted courses through eCornell
• Opportunities to give back through Corporate Social Responsibility initiatives

• Coordinate Front Office operations to ensure seamless service and exceptional guest satisfaction
• Actively seek guest feedback and resolve concerns in alignment with our Mission Statement and empowerment philosophy
• Drive continuous improvement in Reputation Performance Score (RPS), Upsell, and ALL Enrollment results, as measured by JD Power & Associates
• Oversee group and tour business, ensuring accuracy of conference resumes and collaboration with internal and external partners
• Manage the Guest Services Department, including Doormen, Bell persons, and Valets
• Oversee crew groups, including airline partners such as West Jet
• Perform additional duties as assigned by the management team

• Drive improvement in Colleague Engagement results through inclusive leadership and action planning
• Coach and mentor team members, supporting career development and job fulfillment
• Balance operational, administrative, and colleague needs effectively
• Provide inspirational leadership aligned with the company’s vision
• Lead and participate in monthly communication meetings
• Conduct timely and effective performance evaluations

• Maximize room revenue by supporting yield and Revenue Management strategies
• Review arrival reports, including VIP guests, ensuring special requirements are met
• Monitor labor and operational costs, providing feedback and recommendations
• Ensure effective staffing through workforce planning, scheduling, and budget adherence
• Prepare annual labor and capital budgets for the Front Desk and Guest Services

• Ensure consistent delivery of brand service standards and develop Local Standard Operating Procedures (LSOPs)
• Role model Service Essentials and Service Promises
• Implement incentive programs that motivate colleagues and drive revenue
• Effectively manage room inventory during high-occupancy and sold‑out periods

• Maintain full knowledge of emergency procedures and crisis management protocols
• Promote a…