Bell Captain

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.

What you will be doing:

• Supervises the Guest Services Team on shift to ensure the optimal guest experience.
• Greets incoming and outgoing guests by name and acknowledges guests and visitors at every opportunity.
• Communicates effectively and professionally with group and tour directors.
• Communicates day-to-day briefings to the Guest Services department.
• Monitors the immediate and surrounding area for cleanliness.
• Liaisons with Managers on daily operations.
• Post group/delivery charges.
• Escorts guests, identifying hotel promotions and the safety and security features of the hotel while ensuring that each guest is treated with the highest level of guest service, patience, and professionalism
• Ensures that the Empress Service Standards are always met both personally and by team members on shift.
• Transports luggage to guest rooms, hangs garment bags and places luggage on luggage stands or in appropriate areas as directed by guests. Explains the features and functions of the room to guests, ensuring that all equipment is functioning properly. Gives the location of the ice machine and provides any necessary directions in a courteous and accurate manner.
• Tags and marks luggage for business, leisure, and tour guests. Records and stores luggage and deliveries efficiently and accurately.
• Responds quickly to guest complaints or requests for information, reservations and confirmations in an accurate and pleasant manner and ensures appropriate action is taken. Follows up to ensure guest satisfaction. Assists departing guests promptly with a variety of transportation needs arrangements and requests.
• Explains and promotes hotel services, outlets and functions to increase guest satisfaction and maximize hotel revenues. Informs guests of external restaurants, events, tourist attractions and transportation options.
• Assists with the security of the hotel through participation in the Emergency Response Team in the event of a fire alarm or other crisis. Ensures that only registered guests and patrons use the Reception Lobby.
• Ensures all preparations for room deliveries, including the preparation of rooming lists and delivery sheets, are prepared when deliveries are scheduled.
• Attends and participates in departmental meetings that support inter-departmental communication, teamwork, information accuracy, training & development.
• Answers internal and external telephone calls with the highest level of guest service and in line with standards.
• Contributes to a positive and supportive work environment. Provides a professional image through appearance and dress.
• Follow department policies, procedures and service standards.
• Follow all safety policies.
• Other duties as assigned.
• Hourly pay rate of $21.654 to $24.74
• https://careers.accor.com/global/en/job/bell-captain-full-time-summer-season-may-to-october-in-fairmont-empress-victoria-canada-jid-85589