Manager, Quality & Training

Why work for Fairmont Pacific Rim?

• Wonderful company culture – our colleagues are at the heart of all we do
• A competitive salary starting at $75,000.00
• Excellent training with the opportunity to build a successful career
• Competitive 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
• Complimentary hotel stay for newly hired employees with breakfast for two through BE OUR GUEST program
• Complimentary work meal through our Colleague Dining Program
• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities
• Career development opportunities with national and international promotion opportunities

What you will be doing:

• Champion Art of Hospitality (Forbes, LQA and AAA) hotel wide and all associated with it in evaluating results year on year through gap needs analysis.
• Responsible for the coordination of operational training for the hotel, including:
  • Review, plan and deliver annual operational monthly training plans and execute trainings and monitor such.
  • Chair Service Excellence Committee monthly meetings to ensure seamless service according to our standards based on guest feedback.
  • Coordinate & execute the Service Excellence monthly meetings to ensure Guest Centric Measurables/data analysis and operations standards are included in training and such in the form of action plans and more.
  • Interview prospective Departmental Trainers, along with Division Heads, Talent & Culture, to assure fit to the role and responsibilities and facilitate a continuous learning culture.
  • Conduct regular training needs analysis to help ensure our training tools (Job Task Check Lists (JTCs), Departmental Bite Sized Trainings, Standard Operating Procedures’/Syllabus/Sequence of Service etc.) are aligned with and address hotel Pac Rim standards (Forbes & LQA) and are ingrained in training processes. Ensure that SharePoint is updated and reviewed monthly on usage and access to systems.
  • Follow up and support Departmental Heads to ensure that departmental training is ongoing in their respective areas and meets all requirements outlined in the Service Excellence Committee meetings with the relevant teams.
  • Partner with Talent & Culture to align and deliver hotel operational training to overall learning programs at Fairmont Pacific Rim, as well as to coordinate any external operational training needed for the hotel.
• Work one on one with departmental leaders to uphold service excellence standards
• Training leader and departmental trainers to deliver meaningful and consistent learning experiences
• Be visual and active in Operations and a support in peak times of Operations to monitor and assist colleagues and guests as and when required
• https://careers.accor.com/global/en/job/manager-quality-and-training-in-fairmont-pacific-rim-vancouver-canada-jid-52653