Overview
Assistant Director, Guest Services Jobs in Toronto, Ontario at Accor
Title: Assistant Director, Guest Services
Company: Accor
Location: Toronto, Ontario
Company DescriptionFor over 91 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun.
Our Commitment to Diversity & InclusionWe are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Note:Must already be legally entitled to work in Canada to be considered for the position
Job DescriptionThe Assistant Director, Guest Services is responsible for the day to day operation of the Guest Services Department including Bell Services, Door Service and Valet Parking. Oversees staff of 50 + colleagues and leaders who service over 500,000 guests per year.
Reporting To The Director Of Guest Services, Responsibilities Include
Supporting company and hotel policies and procedures including the promoting and participation in CES, Voice of Guest (VOG), Health and Safety, and Guest Service initiatives.
Participating in scheduling, supervising and training of all Guest Services staff including performance evaluations and development reviews
Ensure service standards are met and exceeded while actively seeking feedback and follow up on Guest comments.
Overseeing the Group and Conventions from a Guest Services perspective from the pre-convention to post-convention stage.
Acting as liaison with key departments (Front Office, Conference Services, Housekeeping, to ensure a seamless arrival and departure process)
Assisting the Director with interviewing and recruiting of new team members
Liaise with VIP parties and special attention guests.
Developing and implementing new systems and standards.
Organizes and facilitates monthly meetings.
Promotes health and safety audits for new and existing staff.
Key contact for business relationships such as parking companies, transportation operators and other affiliated agencies and their representatives
Seeks feedback on guest satisfaction and deals with challenges in accordance with our Mission Statement and philosophy of employee participation
Selects, trains, manages the performance of staff to ensure Fairmont Hotels and
Standards and Mission Statement objectives are maintained at all times
Ensures awareness of all hotel activities and services and oversees the lobby area for cleanliness, maintenance, security and functionality
Qualifications
Qualifications
Minimum of three years in Rooms Managerial experience, previous guest service experience an asset
Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties
Extended working knowledge of Fidelio/Opera, Windows XP, and Microsoft Office
Must be able to work well under pressure in a fast-paced and constantly changing environment
Must possess excellent interpersonal, written and verbal communication skills
Must be a strong team player with proven leadership, development and delegating skills
Passion for service excellence and the ability to inspire employees to perform at a high level of guest expectation
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