Bilingual Guest Services Manager (Full-Time)

Company Description

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

Job Description

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.
• Ensure adherence to hotel policies, procedures, and corporate standards, achieving divisional financial objectives through scheduling and accurate payroll administration.
• Audit and complete accounting transactions, including rate verification, system audits, and closing procedures.
• Undertake additional responsibilities and special projects as assigned.

Qualifications

• Certification in Hospitality Management or Leadership from a recognized institution (e.g., Hotel Management certification, Leadership in Hospitality).
• Degree or diploma in Hotel Administration from a recognized university or college is an asset.
• Minimum one (1) year of Front Office leadership experience in a luxury property is required.
• Fluency in both spoken and written French and English is mandatory due to the diverse clientele.
• Knowledge of Opera Cloud and other core technology applications is preferred, along with experience using Microsoft Office Suite programs.
• Specialized training in Crisis Management or First Aid/CPR certification is an asset.
• Proven ability to develop, train, and mentor a diverse team of guest service professionals, inspiring a high level of guest service excellence.
• Previous experience in multicultural environments and managing guests from various backgrounds is highly preferred.
• Ability to manage day-to-day Front Desk operations and the overall hotel in the absence of senior management.
• Strong understanding of hotel revenue management principles and the impact of front office operations on the financial success of the property.
• Business acumen with the ability to drive results within financial and operational guidelines.
• Excellent verbal and written communication skills, effectively addressing operational issues at all levels.
• Strong problem-solving skills and the ability to stay calm under pressure, especially during guest complaints or crises.
• Proven service leadership skills with the ability to inspire colleagues to deliver exceptional service.
• Organized and results-oriented, with the ability to thrive under pressure in a fast-paced environment.
• Detail-oriented, ensuring the highest standards of guest service.

Additional Information

Fairmont Château Laurier is proud to provide employment accommodation during the recruitment process. Should you require any accommodations, please notify us.

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 https://careers.accor.com/

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