Assistant Front Office Manager

Recognized as one of Top 21 Iconic Hotels in the World by National Geographic Traveler magazine, honoured with Travel + Leisure Magazine’s World’s Best Award for Top 10 City Hotels in Canada, and awarded Best Historic Hotel in the Americas, Fairmont Empress is located in Victoria, BC overlooking the city’s sparkling Inner Harbour.

This Forbes Recommended, Four-Star property offers 431 beautifully appointed guest rooms and suites, Willow Stream Spa with signature West Coast experiences, Q at the Empress Restaurant featuring Pacific Northwest cuisine and award winning wine list, and Q Bar with its regionally focused cocktail culture was recently named to Canada’s 50 Best Bars list. World famous Tea at the Empress is a bucket list experience in the hotel’s sophisticated Lobby Lounge. Located on Vancouver Island, Canada’s Castle on the Coast is the ideal starting point to explore British Columbia’s stunning natural beauty.

Job Description

ASSISTANT FRONT OFFICE MANAGER

Reporting to the Director of Front Office, the role of AFOM is responsible for a seamless operation of the Front Office department at all times.

What is in it for you:  

• 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 LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Competitive starting salary of $ 54,400 per annum

What you will be doing:

• Supporting company and hotel policies and procedures including the promoting and participation in Colleague Engagement, Health and Safety, Voice of Guest, Forbes Luxury Standards, and ALL Loyalty Program
• Participating in scheduling, ordering, and financial reporting
• Ability to work effectively and provide leadership in a management team with shared responsibilities.
• Oversee Front Office daily operations as “manager on duty”, with direct accountability for leadership of Front Office operations (Front Desk, Guest Services, Reservations, and Royal Service).
• Coaching and development of Colleagues to ensure service standards and goals are met and exceeded
• Responsible for ensuring that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas.
• Taking charge of Groups and Tours from a Front Office perspective from pre-convention meetings to on-site support for Directors and Guests
• Liaise with key departments (Housekeeping, Food & Beverage, Royal Service, Reservations and Sales and Conference Services) to ensure smooth sense of arrival and departure.
• Participating in interviewing, recruiting and selection of new team members
• Liaise with VIP parties, special attention guests, ensuring that accommodation is in order, inspecting where necessary, greet, escort and contact when possible upon arrival.
• Liaise with the F&B team to ensure proper communication of amenities and guest requests.
• Attendance at all required Hotel meetings.
• Thorough knowledge of emergency procedures and general crisis situation procedures
• All other duties as assigned.

Qualifications

Your experience and skills include:

• Excellent knowledge of Front Office Procedures
• Knowledge of Micros Fidelio Opera and Microsoft Office Applications
• Previous leadership experience required
• Highly organized, career and result oriented with the ability to be flexible with work hours including night shifts days off, assignments and additional duties.
• Must be able to work well under pressure in a fast-paced and constantly changing environment
• Must possess excellent interpersonal and motivational skills
• Second language is an asset
• Professional manner, positive and resilient personality and ability to work with minimal oversight
• Excellent interpersonal and communication skills, both written and verbal.
• Degree/Diploma in Hospitality Management or a university degree, a strong asset

Additional Information

Physical Aspects of Position (include but are not limited to):

• Constant standing and walking
• Frequent bending and kneeling
• Frequent carrying and lifting up to 75lbs

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Your team and working environment:  Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds – where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

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

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