Guest Relations Manager

Be the Heart of the Guest Experience.

As Guest Relations Manager, you will play a key leadership role in our Front Office, using your interpersonal and operational strengths to deliver personalized, luxury service. Reporting to the Director of Guest Services, you’ll ensure a seamless arrival and departure experience, develop high-performing teams, and champion guest satisfaction across all touchpoints.

What’s In It for You

• An inclusive, empowering, and positive company culture where people are at the heart of everything we do
• The chance to have fun at work alongside passionate hospitality professionals who are committed to making the world a more welcoming place
• Competitive pay, starting at $68,250, with annual compensation reviews based on market, performance, and capabilities
• Complimentary meals during your shift through our Colleague Dining Program
• Complimentary dry-cleaning of business attire
• 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 Trans Link 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
• Starting 10 days of paid vacation earned each calendar year and increasing with length of service, 12 statutory holidays and paid birthday leave
• Complimentary hotel stay for newly hired colleagues with breakfast for two through our BE OUR GUEST program
• Colleague benefit card offering discounted room and food & beverage rates at Accor properties worldwide for you and your family
• The opportunity to work in a luxury hotel environment within a Vancouver heritage building with a historic legacy dating back to 1939
• Learning programs through our Academies designed to sharpen your skills
• Opportunities to make a difference through our Corporate Social Responsibility activities

What You Will Be Doing

Reporting to the Director of Guest Services, you will lead the Front Office team, ensuring exceptional service delivery, colleague engagement, and operational excellence.

Guest Experience & Service Excellence

• Champion the guest journey from arrival to departure, ensuring consistently exceptional service and prompt, professional resolution of guest concerns
• Monitor, analyze, and respond to guest feedback to drive continuous improvement and maintain high guest satisfaction scores
• Serve as a visible leader on the floor, modeling Fairmont’s luxury service standards, values, and brand culture

Operational Leadership & Revenue Optimization

• Lead and support all Front Office departments to ensure seamless daily operations
• Collaborate closely with Rooms Division leaders to align service delivery, staffing, and operational priorities
• Optimize room revenue through inventory management and active participation in yield and strategy meetings
• Improve operational efficiency and productivity through effective scheduling, staffing, and resource planning

Team Development & Performance Management

• Support recruitment, onboarding, training, and performance management of Front Office colleagues
• Coach, mentor, and develop colleagues and emerging leaders to support career progression and high performance
• Drive colleague engagement and results through motivation, incentive programs, and meaningful recognition
• Lead by example, fostering a positive, accountable, and service-driven team culture

Communication, Safety & Administration

• Communicate operational priorities clearly across shifts and departments through briefings, meetings, and written communication
• Promote a safe and healthy work environment by adhering to Health & Safety standards and policies
• Act as a member of the Emergency Response Team, managing crisis situations in accordance with hotel procedures
• Support departmental projects and other duties as assigned by hotel leadership

What We Are Looking For

• A strong service-driven mindset with prior leadership experience
• Comprehensive knowledge of…