Guest Relation/ Hospitality Officer F/H

For over 95 years, Fairmont Royal York has stood as a beacon of luxury and excellence in the heart of Toronto. Opened in 1929, this historic hotel was once the tallest building in the British Commonwealth, and today, Fairmont Royal York continues to be a symbol of timeless elegance and modern sophistication. Where tradition meets innovation, and every day offers a chance to make history, a million stories have been told. Why work for Fairmont?
A Rich History - Join a storied tradition at Fairmont Royal York, where nearly a century of luxurious hospitality and exceptional service have made us a Toronto landmark.
A Culture of Excellence - Be part of a dedicated team committed to delivering unparalleled guest experiences and maintaining the highest standards of service.
Benefit from comprehensive training programs, mentorship, and a supportive work environment that empowers you to reach your full potential.
New Energy for A Storied Landmark- As the world and Toronto move toward a more sustainable future, our landmark hotel is in a stunning transformation for the zero-carbon century ahead.
The Loyalty and Guest Experience Manager is the property champion for guest experience and loyalty programming, responsible for overseeing the development, implementation, and daily operations of the Accor Live Limitless Loyalty Program and Guest Experience initiatives. This role drives exceptional guest recognition, promotes repeat business and maximizes the value of loyalty and service strategies while ensuring compliance with Fairmont & Accor brand standards. Working closely with cross functional teams, the Guest Experience & Loyalty Manager delivers seamless, high-quality experiences for guests and members at every touch point from pre-arrival through to post-stay.
Act as the property champion for both Guest Experience and Loyalty programming ensuring alignment with Fairmont and Accor standards
Serve as a key driver of guest satisfaction and the successful achievement of hotel KPI’s including Guest Satisfaction (TrustYou), LQA and Enrollment
Professionally handle guest and member feedback in person, in writing, and through formal surveys ensuring timely follow-up and continuous improvement
Review, respond to, and analyze guest surveys to identify and implement service improvement plans and actions
Proactively identifying opportunities to improve processes, service delivery, and guest recognition
Loyalty Management
Develop, implement, and manage creative strategies that increase member acquisition, retention, and satisfaction
Introduce creative and innovative concepts, benefits, and experiences that differentiate the program and elevate member engagement
Partner with Sales, Front Office, Fairmont Gold, and Food & Beverage to develop and execute member acquisition plans
Track ALL reservations and stay patters, and usage data to anticipate and satisfy future loyalty guest demands
Manage all corporately rolled out loyalty audits and member reconciliation for corporate audits
~ Monitor and manage access controls related to loyalty databases

Team Leadership & Training
Oversee and manage the loyalty team with a strong focus on engagement
Training new team members on the loyalty program related to Loyalty and Guest Experience
Manage and ensure effective use of loyalty training platforms
Assist with managing patrol and related administrative duties
Be available to work flexible shifts including mornings, afternoons, evening, weekends, and holidays as operationally required
Experience Working cross-departmentally within Front Office, Food and beverage, Housekeeping, and/or Sales is an asset
Knowledge of Micros Fidelio Opera, Opera Cloud and Microsoft Office Applications
Minimum 1 year Leadership experience in a medium to large sized hotel
Highly creative and guest focused with the ability to design innovative experiences that enhance loyalty engagement and guest satisfaction
Demonstrate strong initiative, proactively identifying opportunities to improve processes, service delivery, and guest recognition
Strong analytical and data-driven mindset
Previous Loyalty Program experience an asset
Diploma/Degree in Hotel Management an asset
Prolonged sittng while completing administrative tasks
Standing and walking throughout shift
Free Meals: Healthy meals on us every shift.
Travel Discounts: Sweet deals at Accor hotels worldwide.
This posting is for an existing vacancy.
We use artificial intelligence to help screen and assess applications for this position. These tools assist our hiring team but do not replace human judgment. If you would like more information about how your data is processed, please contact us.
Another stunning chapter for the iconic Fairmont Royal York has begun, and we invite you to be a part of it. Join us and help shape the future of one of Toronto’s most treasured landmarks.
Visa Requirements: The hotel is unable to assist candidates in obtaining Canadian work authorization.
Our Commitment to Diversity & Inclusion: At Fairmont Royal York, we believe that the strength of our team lies in its diversity.