Reservation & Royal Service Manager Full-time

Company Description

Recognized as the #1 Best Canadian Hotel in Travel + Leisure's 2024 World's Best Awards, Fairmont Empress is located in Victoria, BC, overlooking the city's sparkling Inner Harbour. A Forbes recommended and MICHELIN key hotel that offers 431 beautifully appointed guest rooms and suites, Fairmont Spa with signature West Coast experiences, and Q at the Empress featuring Pacific Northwest cuisine, an award-winning wine list, and regionally focused cocktail culture. World-famous Tea at the Empress is served in the Lobby Lounge with stunning harbour views.

The magnificent property completed a $60+ million restoration in 2017 that celebrated its proud history while moving the hotel into a new era of modern luxury and transforming the iconic property into a must-visit destination. In 2023, the property introduced a revamped Fairmont Gold Experience, including a major renovation to the Fairmont Gold floor. 88 Fairmont Gold rooms and a newly renovated lounge are ready to accommodate guests. Located on Vancouver Island, Canada's Castle on the Coast is the ideal starting point to explore British Columbia's stunning natural and expansive beauty. Historic Hotels Worldwide recognizes the property's prestigious grounds as the Top 25 Most Magnificent Gardens in the World.

Job Description

What is in it for you:  

• Employee benefit card offering discounted rates at Accor properties worldwide 
• Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver 
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world! 
• Complimentary meal during your shift through our Colleague Dining Program 
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Competitive Salary starting at $ 64,505

What you will be doing:

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following: 

• Responsible for the smooth operation of the Royal Service & Reservations departments while maintaining close relationships and communication with Housekeeping, Front Office, Sales, Revenue Management, Conference Services, Engineering and F&B
• Drive Enhanced Royal Service culture, ensuring that Royal Service team is able to answer guest enquiries and meet guest needs without having to forward the call.
• Ensure Royal Service Manager is utilized to its fullest capabilities and provide training where required to other departments to ensure compliance to all standards
• Analyze reports in Royal Service Manager and proactively flag negative trends to service excellence committee to drive increased guest satisfaction
• Handle guest concerns and react quickly, logging and notifying proper areas and ensuring effective, meaningful follow-up
• Embrace the role of Royal Service Manager champion on property, and be the point of contact for the Accor Property Systems team.
• Full understanding of the Loyalty Program, benefits, redemptions, policies etc. as it relates to Reservations and champion the training and learning of Teams in this area.
• Work closely with Director, Sales & Marketing and the Revenue Management Team using Revenue Management philosophies to maximize top line revenue. Attend Revmax meetings
• Liaise with Revenue Management Team daily to ensure rate integrity and hotel inventory is accurate and balanced
• Coordinates with Rooms Department Heads to maximize inventory levels during high occupancy/sold out nights
• Consistent communication with GRC: including updating of hotel information via Sellweb, submitting in-Touch updates, rectifying booking errors as needed and ensure guest satisfaction and reservation standards compliance.
• Research, audit and process travel agent commission requests
• Manage and coordinate all group and individual reservations. Oversee Groupmax submission and group wash
• Review arrival reports and VIPS's to ensure all special requirements are met
• Oversee daily administrative tasks such as amenity orders, welcome cards and reports
• Review and ensure that reservation details and blocking is in line with group resumes and ensure overall guest satisfaction is maximized
• Monitor group cutoff dates
• Have a complete knowledge of the hotel’s emergency procedures; work with Safety & Security Manager to ensure all emergency systems are up-to-date and team is fully trained to execute emergency procedures
• Oversee radio systems and communication. Work with BC communications to solve any challenges
• Ensure effective utilization and productivity of all staff through planning, hiring, scheduling and adhering to budget / forecast parameters
• Develop, implement and maintain SOP’s related to Reservations & Royal Service
• Create and maintain a Heartist approach within the department to ensure both an internal and external luxury guest experience of I feel welcome, I feel heart warmed, I feel incredible and I belong
• Conduct and participate in monthly communication meetings.
• Conduct performance reviews and provide regular feedback to employees
• Perform any and all other tasks which are assigned Assist in all areas of the rooms division as required
• Provide operational support in the capacity of Duty Manager when required
• Consistently offers professional, engaging and friendly service
• Other duties as assigned.

Qualifications

Your experience and skills include:

• Minimum 2 years experience in a Front Office Management role, or equivalent with demonstrated strong supervisory and leadership skills
• Self-motivated with the ability to make decisions and complete projects in a timely manner
• Highly organized, decisive, adaptable to change and able to handle multiple priorities with calm under pressure. Ability to effectively delegate as needed
• Critical thinking skills with a penchant for analysis of statistical information. Ability to create strategies based on findings
• Ability to work cohesively with fellow colleagues as part of a team
• Proven track record of developing and motivating career minded professionals.
• Professional presentation, demeanor and telephone manner with a passion to exceed guest expectations
• Excellent written and verbal communication skills
• Advanced knowledge of Property Manager, CRS and MS Office required; Ideas, HotelIQ and Watson is an asset
• Understanding and previous management of third party and on-line booking channels an asset
• University/College degree in Hotel Management or related discipline preferred
• Knowledge of a second language an asset

Additional Information

Physical Aspects of Position (include but are not limited to):

• Frequent standing and walking
• Occasional bending and kneeling
• Occasional carrying and lifting

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Your team and working environment:  Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds – where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

Our commitment to Diversity & Inclusion:

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

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS