Accor Looking for Assistant Director, Guest Services at Toronto, Ontario, Canada Full Time

For over 91 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun.

Our Commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Note: Must already be legally entitled to work in Canada to be considered for the position

Job Description

The Assistant Director, Guest Services is responsible for the day to day operation of the Guest Services Department including Bell Services, Door Service and Valet Parking. Oversees staff of 50 + colleagues and leaders who service over 500,000 guests per year.

Reporting To The Director Of Guest Services, Responsibilities Include

• Supporting company and hotel policies and procedures including the promoting and participation in CES, Voice of Guest (VOG), Health and Safety, and Guest Service initiatives.
• Participating in scheduling, supervising and training of all Guest Services staff including performance evaluations and development reviews
• Ensure service standards are met and exceeded while actively seeking feedback and follow up on Guest comments.
• Overseeing the Group and Conventions from a Guest Services perspective from the pre-convention to post-convention stage.
• Acting as liaison with key departments (Front Office, Conference Services, Housekeeping, to ensure a seamless arrival and departure process)
• Assisting the Director with interviewing and recruiting of new team members
• Liaise with VIP parties and special attention guests.
• Developing and implementing new systems and standards.
• Organizes and facilitates monthly meetings.
• Promotes health and safety audits for new and existing staff.
• Key contact for business relationships such as parking companies, transportation operators and other affiliated agencies and their representatives
• Seeks feedback on guest satisfaction and deals with challenges in accordance with our Mission Statement and philosophy of employee participation
• Selects, trains, manages the performance of staff to ensure Fairmont Hotels and
• Standards and Mission Statement objectives are maintained at all times
• Ensures awareness of all hotel activities and services and oversees the lobby area for cleanliness, maintenance, security and functionality

Qualifications

Qualifications

• Minimum of three years in Rooms Managerial experience, previous guest service experience an asset
• Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties
• Extended working knowledge of Fidelio/Opera, Windows XP, and Microsoft Office
• Must be able to work well under pressure in a fast-paced and constantly changing environment
• Must possess excellent interpersonal, written and verbal communication skills
• Must be a strong team player with proven leadership, development and delegating skills
• Passion for service excellence and the ability to inspire employees to perform at a high level of guest expectation
• Post-Secondary School Education with Diploma in Hotel Management an asset
• Second or third language an asset
• Professional manner, outgoing personality, and ability to work on own initiative
• Clean driving license required. Must be able to drive Manual

Physical Aspects of Position include but are not limited to the following:

• Constant standing and walking throughout shift
• Frequent lifting and carrying up to 30 lbs
• Constant kneeling, pushing, pulling, lifting
• Frequent ascending or descending ladders, stairs and ramps

Additional Information

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Complimentary hot or cold shift meals
• 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 & Sustainability activities, like Planet 21
• Access to our comprehensive benefits package, including extended health, dental, vision benefits; life and disability insurance; pension with company match; and Registered Retirement Savings Program (RRSP) and a Tax Free Savings Account (TFSA)
• Complimentary dry cleaning of business attire
• Paid time off including vacation, sick and statutory holidays
• Note: Waiting times or other criteria may apply to qualify for some of the above