Guest Services Manager

Located in the heart of Canada’s capital next door to the Parliament Buildings, the landmark Fairmont Chateau Laurier hotel in Ottawa is looking to fill a role of Full-Time Guest Services Manager.

What is in it for you:

• Wonderful company culture – our colleagues are at the heart of all that we do
• Food & Beverage discount of 50% in our restaurants
• 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, like Planet 21
• Comprehensive extended health benefits package

Reporting to the Front Desk & Reservations Manager, the Guest Services Manager ensures the smooth and efficient operation of the Front Desk while overseeing Concierge, Bell Services, Door, and Valet. This role focuses on delivering a seamless guest experience, emphasizing guest satisfaction, personalized service, and cross-departmental collaboration. The Manager also handles operational leadership, revenue management, emergency response, digital transformation, and sustainability initiatives, fostering teamwork and enhancing both guest and employee experiences.

• Enhance guest experiences by personalizing interactions, addressing special requests, VIP preferences, and loyalty program benefits promptly and attentively.
• Monitor guest satisfaction daily, using feedback and real-time data, proactively addressing concerns to maintain high service standards.
• Ensure Accor Live Limitless loyalty program members’ reservations are managed and expectations met, driving loyalty and membership goals.
• Lead and motivate a diverse team, fostering a culture of teamwork, accountability, and collaboration across all hotel departments.
• Collaborate with housekeeping, food & beverage, and maintenance teams to ensure a seamless guest experience, from room readiness to food service and amenities.
• Act as the primary contact for crisis and emergency situations, ensuring safety protocols are followed and guest well-being is prioritized.
• Regularly train staff on emergency response procedures to ensure preparedness in critical situations.
• Promote and enforce the hotel’s health and safety standards to maintain a safe and welcoming environment for guests and colleagues.
• Work with the Front Office team to manage room inventory dynamically, aligning with the revenue management strategy to maximize hotel revenue.
• Contribute to forecasting and budgeting by tracking guest trends, special events, and occupancy levels.
• Champion the adoption of new technologies within guest services, including mobile check-in/check-out, guest messaging systems, and room automation, ensuring a modern and seamless experience.
• Oversee the operation of technological platforms, including Opera Cloud, guest-facing apps, and room automation systems.
• Ensure high-quality colleague training and ongoing performance monitoring to foster growth and maintain service excellence.
• Participate in recruitment, interviewing, training, development, and promotion of outstanding team members.
• Conduct employee performance reviews, manage employee relations, and drive engagement initiatives.
• https://careers.accor.com/global/en/job/bilingual-guest-services-manager-full-time-in-fairmont-chateau-laurier-ottawa-canada-jid-46704