Fairmont Gold Supervisor

Company Description

A Storied Past. A Brilliant Future.

For over 96 years, Fairmont Royal York has stood as a beacon of luxury and excellence in the heart of Toronto. Opened in 1929, this historic hotel was once the tallest building in the British Commonwealth, and today, Fairmont Royal York continues to be a symbol of timeless elegance and modern sophistication. Where tradition meets innovation, and every day offers a chance to make history, a million stories have been told. Join us in creating our next chapter with your story.

Why work for Fairmont?

A Rich History
Join a storied tradition at Fairmont Royal York, where nearly a century of luxurious hospitality and exceptional service have made us a Toronto landmark.

A Culture of Excellence
Be part of a dedicated team committed to delivering unparalleled guest experiences and maintaining the highest standards of service.

Grow, Learn and Enjoy!

Benefit from comprehensive training programs, mentorship, and a supportive work environment that empowers you to reach your full potential.

New Energy for A Storied Landmark

As the world and Toronto move toward a more sustainable future, our landmark hotel is in a stunning transformation for the zero-carbon century ahead.

About the Application Process: 

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence. 

Job Description

• Actively participate in guest recognition initiatives; proactively seeking to understand guest preferences in order to execute high levels of personalized service at all times.
• Support the execution of pre-arrival preparations, front desk and concierge services, and lounge operational support as needed in accordance with standards of performance.
• Act as a personal liaison for all guests, taking personal ownership of their requests and following up accordingly.
• Assist with executing room reservation related processes inclusive of handling, creating, amending, confirming and cancelling reservations in accordance with room reservation standards of performance.
• Execute all cashiering processes, inclusive of posting charges to accounts in the Opera PMS. Balances daily cash float and processes approved method of payments in accordance with established procedures, dropping funds received into designated vault in adherence with cashiering policies, reporting any overages/shortages at shift end.
• Support with the execution of all food & beverage processes as needed, adhering to applicable standards of performance and sanitation codes.
• Work cohesively in collaboration with the Concierge, Royal Service, Room Reservations, Guest Reception, Housekeeping, In Room Dining, and Guest Services teams to ensure a smooth and opportunity free experience for all guests.
• Take personal ownership of Fairmont Gold Guest Floors: conduct personal reviews of public areas and back of house areas including Guest Reception, Lounge, Elevator Foyers and Guest Corridors to ensure they are in a clean, organized, and in compliance with established standards, initiating and coordinating any corrective action immediately.
• Ensure a warm and genuine service experience from arrival to departure for all patrons and guests, personally welcoming and engaging residents as appropriate.
• Clearly demonstrate to guests and colleagues a commitment to service excellence through the effective implementation and delivery of FHR Brand Standards, Hotel/Departmental Service Essentials including LQA Standards at all times.
• Coordinate guest requests with hotel approved vendors in accordance with departmental standards, including, but not limited to: room accommodations, airline reservations, transportation services including limousine/bus/train, car rentals, charter flights/rentals, babysitting services, banking/financial services, business centre services including scanning/fax/copy, mailing, delivery and messenger services, nightlife activities, shopping, sightseeing tours, etc.
• Maintain complete knowledge of: all Hotel features/services, hours of operation, all Hotel food and beverage concepts including menu price range, dress code/ambiance, guest room accommodations, layout, amenities, packages and promotions, daily house statistics including VIP guests, scheduled significant events, area events/attractions and holiday schedules.
• Assist in the administration of package/parcel handling/control processes including the monitoring, processing and distribution of guest mail.
• Ensure that the Fairmont Gold Lounge is attended at all times during operating hours.
• Promote the safety and security of hotel patrons/guests and premises by ensuring private information remains confidential, luggage is held/stored securely at all times, as well that access is only provided to floors/rooms to authorized individuals.
• Confer recognition of guests by gathering preference information and developing personal knowledge thereof, encouraging feedback and assisting with any special requests guests may have, disseminating pertinent information to necessary departments, and documenting information ascertained in guest profile.  Execute pre-arrival report review; ensuring profiles are updated to current data entry standards, identifying key guests to initiate preparations to confer recognition.
• Participate in the daily shift briefing process for incoming colleagues and handle de-brief between shifts, ensuring all colleagues on shift are familiar with VIP residents in-house/arriving/departing, any significant events on property, and any other pertinent information.
• Monitor room inventory and daily house cleaning status taking corrective action as necessary in coordination with Rooms Division and Room Reservations/Revenue Management.
• Manage projects and perform any other reasonable duties as required by Fairmont Gold Management.
• Occasionally assist the Lobby Concierge department in servicing guests during high volume periods as needed.
• Assist in the oversight and direction of Fairmont Gold Lounge Attendants.
• Strict adherence and knowledge of Accor’s ALLSAFE program.

Qualifications

• Excellent verbal and written communication skills in the English language required, multi-lingual preferred.
• Minimum one year experience within Guest Reception or a similar position in a luxury setting.
• Sufficient knowledge of local attractions, services and suppliers/vendors required.
• Active membership in Les Clefs d’Or is an asset.
• Degree or Diploma in Hospitality Management is an asset.
• Ability to multi-task maintaining a high level of service during peak periods, prioritize tasks and consistently follow-through.
• Computer proficiency not limited to: Microsoft Office Suite.
• Must be able to stand/walk throughout the shift, push, pull, bend, twist, and stoop on occasion.
• Valid Smart Serve certification required.

Physical Aspects of Position (included but not limited to):

• Constant standing and walking throughout shift 
• Frequent lifting and carrying up to 30 lbs
• Constant kneeling, pushing, pulling, lifting
• Frequent ascending or descending ladders, stairs and ramps

Additional Information

What’s in it for you? 

• Free Meals: Healthy meals on us every shift. 
• Travel Discounts: Sweet deals at Accor hotels worldwide. 
• Dry Cleaning: Free dry-cleaning for your work gear. 
• Skill Up: Custom learning programs to boost your talents. 
• Impact: Join our Health & Wellness, Sustainability, and DEI Committees. 
• Level Up: Unlock new career heights with exciting growth paths. 

BE PART OF OUR FUTURE. 

Another stunning chapter for the iconic Fairmont Royal York has begun, and we invite you to be a part of it. If you are passionate about hospitality, driven by excellence, and eager to contribute to an esteemed institution, we want to hear from you. Join us and help shape the future of one of Toronto’s most treasured landmarks. 

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

Accommodations: We encourage you to let us know if you require any accommodation through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: ryh.careers@fairmont.com 

Our Commitment to Diversity & Inclusion: At Fairmont Royal York, we believe that the strength of our team lies in its diversity. We are committed to fostering an inclusive environment that respects the unique backgrounds, perspectives, and talents of the individual. As an Equal Opportunity Employer, we provide equal access to opportunities. We welcome applications from all qualified candidates.