Assistant Director of Front Office, Guest Experience & Loyalty

• Lead Guest Services and Concierge teams as the head of the department, driving KIP aligned with hotel goals
• Support the Director of Front Office in the strategic planning, organization, and execution of Front office operations
• acting as proxy to the Director in their absence
• Lead the team to deliver consistent, anticipatory and elevated service aligned with brand and luxury standards
• Personalize experiences for all guests, with particular focus on VIP’s, repeat guests, and ALL Accor Members
• Act as a key operational leader within the Front Office division, cultivating a high-performing culture of accountability, engagement, and a commitment of excellence
• Monitor performance of team members and provide coaching, development and progressive corrective action where required
• Create a culture of guest recognition, ensuring proactive engagement
• Monitor operational performance, guest feedback, identify trends while implementing action plans to improve performance and satisfaction
• Oversee daily operations of Bell, Valet, Concierge, and Guest Services with precision and consistency
• Monitor parking revenues and implement initiatives to maximize performance while safeguarding guest satisfaction
• Ensure equipment such as bell carts and bicycles are maintained in pristine condition
• Maintain strong communication across Rooms departments to support effective and efficient guest arrival, room assignment flow, and guest experience delivery
• Support labor planning, scheduling, and productivity management in line with budget and forecast expectations
• Act as Manager on Duty as required, providing leadership presence and support across the hotel
• Contribute to the development and implementation of SOPs, training programs, and operational standards
• Maintain a strong presence in the operation, ensuring a high level of visibility with both guests and colleagues
• Ensure full compliance with hotel policies, brand standards, and safety procedures
• Member of the Emergency Response Team
• Performs any and all other tasks which are assigned by management

• Previous leadership experience in Front Office, Reservations, or Rooms Division, ideally in a luxury or high-volume environment
• Proven ability to lead teams, develop talent, and drive performance
• Strong understanding of hotel operations, including Front Office systems and reservation platforms
• Ability to balance operational demands with strategic priorities
• Highly organized, adaptable, and able to manage multiple priorities in a fast-paced environment
• Strong analytical and problem-solving skills, with the ability to translate data into action
• Excellent communication and interpersonal skills
• Experience working cross-functionally with Revenue Management and Sales teams is an asset

Experience working cross-functionally with Revenue Management and Sales teams is an asset

• Employee benefit card offering discounted rates at Accor properties worldwide
• Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world
• Complimentary meal during your shift through our Colleague Dining Program
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through GreenShield
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Competitive Salary starting at $69,600