Director, Front Office

Company Description

Experience the magic of working at Fairmont Hotel Vancouver, a timeless Vancouver landmark known as the ‘Castle in the City’. With its majestic château-style architecture, green-clad copper roof, and historic gargoyles, this stunning hotel has been captivating visitors since 1939. Located in the heart of downtown Vancouver on prestigious Georgia Street, the hotel is surrounded by a dynamic arts scene, vibrant shopping, exciting nightlife, and world-class dining. Join our cherished team, and be part of an unforgettable hospitality experience. You’ll help create lasting memories for our guests in a setting that’s as exceptional as you are!

Job Description

Director, Front Office

Lead with purpose. Inspire exceptional service. Preserve an icon.

At Fairmont Hotel Vancouver, exceptional hospitality begins with the people who bring it to life. Since 1939, our iconic Castle in the City has welcomed guests from around the world, creating memorable experiences through genuine care, timeless elegance, and thoughtful service.

We are seeking an experienced and inspiring Director, Front Office to lead our Front Office and Guest Services operations, including Front Desk and Bell Services. Reporting to the Director of Rooms, you will play a key role in shaping the guest journey, developing high-performing teams, and driving operational excellence across these departments.

This is an opportunity for a hands-on leader who combines a passion for luxury hospitality with strong business acumen, a collaborative spirit, and a genuine commitment to making every guest and colleague feel valued.

What's In It for You

• Start the new year with an exciting leadership opportunity at Fairmont Hotel Vancouver, with onboarding planned for January 2027
• An inclusive and empowering workplace where people are at the heart of everything we do
• Competitive annual salary starting at $87,550, based on qualifications and experience, with performance-based compensation reviews
• Comprehensive health and wellness benefits, including extended health, paramedical, dental, vision, life, and disability insurance (eligibility requirements apply)
• Company-matched pension plan and access to the Group Registered Retirement Savings Plan (RRSP) (eligibility requirements apply)
• Paid time off, including vacation, statutory holidays, and a paid birthday leave
• Complimentary duty meals, dry-cleaning of business attire, and monthly TransLink pass reimbursement
• Exclusive colleague travel privileges, including discounted room rates at Fairmont hotels worldwide and special rates across Accor properties
• 50% dining discount at participating restaurants in Vancouver, Victoria, and Whistler through the Pacific Northwest Food & Beverage Discount Program
• A complimentary hotel stay with breakfast for two through our Be Our Guest program for newly hired colleagues
• World-class learning, leadership development, and career opportunities across Accor's global hospitality network
• Opportunities to give back through sustainability, charitable, and community initiatives
• The opportunity to lead and inspire a passionate team at one of Vancouver's most iconic luxury heritage hotels

What You'll Be Doing

Leadership & Colleague Development

• Lead and oversee the daily operations of Front Office and Guest Services, ensuring seamless arrivals, departures, and exceptional guest experiences.
• Provide leadership, direction, and support to the Front Desk and Guest Relations Managers, as well as the Front Desk and Bell Services teams, fostering accountability, collaboration, and service excellence.
• Inspire, mentor, and develop colleagues through ongoing feedback, recognition, performance management, and career development opportunities.
• Partner with People & Culture on recruitment, onboarding, training, colleague engagement, and succession planning.
• Ensure fair and consistent application of hotel policies and the Collective Bargaining Agreement, including scheduling, performance management, and colleague relations.

Guest Experience & Service Excellence

• Champion an exceptional guest journey, ensuring seamless arrivals, personalized service, and memorable departures.
• Maintain a visible leadership presence in the lobby and guest-facing areas, proactively engaging with guests and supporting colleagues.
• Oversee VIP arrangements, group arrivals, special requests, and recognition of returning guests and loyalty members.
• Take ownership of escalated guest concerns, ensuring timely, thoughtful resolutions and identifying opportunities for continuous improvement.
• Drive guest satisfaction and service excellence through regular review of guest feedback, operational performance, and service recovery trends.
• Ensure the hotel entrance, lobby, and guest arrival areas consistently reflect Fairmont's luxury standards, including presentation, cleanliness, ambiance, and overall atmosphere.

Operational & Financial Performance

• Oversee Front Office operations, ensuring efficient workflows, appropriate staffing, accurate reporting, and consistent adherence to established service standards and procedures.
• Partner with the Director of Rooms in developing and executing departmental objectives, operating budgets, forecasts, and strategic initiatives.
• Manage labour productivity, scheduling, payroll oversight, and departmental expenses while balancing operational efficiency with service excellence.
• Support revenue opportunities through room upselling, effective inventory management, and collaboration with Revenue Management and Reservations.
• Champion the Accor Live Limitless (ALL) loyalty program, ensuring consistent recognition, colleague engagement, and achievement of enrolment and guest experience objectives.
• Monitor key performance indicators and implement practical improvements that enhance guest satisfaction, colleague engagement, operational effectiveness, and profitability.
• Ensure departmental compliance with financial controls, safety requirements, brand standards, and hotel policies.

Collaboration & Hotel Leadership

• Work closely with the Director of Rooms and fellow department leaders to ensure seamless coordination across the hotel.
• Participate in operational briefings, guest experience discussions, and service recovery meetings, ensuring effective communication and timely follow-up.
• Serve as Manager on Duty when required, providing leadership and support during operational challenges, guest escalations, and emergency situations.
• Promote a safe, respectful, and inclusive workplace while supporting the hotel's sustainability and community initiatives.
• Carry out other related responsibilities as assigned.

Qualifications

What You Bring to the Role

• A minimum of three (3) years of progressive leadership experience in Front Office, Guest Services, or Rooms Division operations, preferably within a luxury hotel environment, with demonstrated responsibility for managing multiple teams or operational functions.
• Extensive knowledge of Front Office and Guest Services operations, luxury brand standards, and Forbes/AAA Diamond-level service expectations.
• Demonstrated ability to lead, coach, and develop diverse teams, with a strong background in colleague training, performance management, and succession planning.
• Strong operational and financial acumen, including labour management, budgeting, forecasting, revenue optimization, and the ability to analyze performance indicators and drive departmental results.
• Experience working in a unionized environment, with an understanding of Collective Bargaining Agreement administration, is preferred.
• Proficiency with hotel Property Management Systems; experience with Opera is strongly preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook), with the ability to analyze data, prepare reports, and present operational results.
• A strong understanding of luxury hospitality, guest experience management, service recovery, and loyalty programs, with a commitment to consistently exceeding guest expectations.
• Excellent communication, interpersonal, organizational, and problem-solving skills, with the ability to build effective relationships across departments and leadership levels.
• Sound judgment, adaptability, and the ability to remain composed and solutions-focused in a fast-paced environment.
• A collaborative, results-driven leadership style, with the confidence to make decisions, manage competing financial, operational, and people-related priorities, and lead by example.
• A university degree or college diploma in Hospitality Management or a related discipline is preferred.
• Flexibility to work varied schedules, including evenings, weekends, and statutory holidays, as operational needs require.

Physical Demands of the Role

• A combination of office-based responsibilities and active leadership presence throughout the hotel's guest-facing areas.
• Regular walking and standing, with occasional bending, kneeling, pushing, pulling, and navigating stairs or ramps.
• Occasional lifting or carrying of items weighing up to 50 lbs.

Additional Information

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

Recruitment Accommodations:

Fairmont Hotel Vancouver is committed to an inclusive and accessible recruitment process. If you require an accommodation at any stage, including when completing an assessment or attending an interview, please contact our People & Culture team. We will work with you to understand your needs and support your participation. All accommodation requests will be handled confidentially.

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