Job Description

Recognized as the #1 Best Canadian Hotel in Travel + Leisure's 2024 World's Best Awards, Fairmont Empress is located in Victoria, BC, overlooking the city's sparkling Inner Harbour. A Forbes recommended and MICHELIN key hotel that offers 431 beautifully appointed guest rooms and suites, Fairmont Spa with signature West Coast experiences, and Q at the Empress featuring Pacific Northwest cuisine, an award-winning wine list, and regionally focused cocktail culture. World-famous Tea at the Empress is served in the Lobby Lounge with stunning harbour views.

The magnificent property completed a $60+ million restoration in 2017 that celebrated its proud history while moving the hotel into a new era of modern luxury and transforming the iconic property into a must-visit destination. In 2023, the property introduced a revamped Fairmont Gold Experience, including a major renovation to the Fairmont Gold floor. 88 Fairmont Gold rooms and a newly renovated lounge are ready to accommodate guests. Located on Vancouver Island, Canada's Castle on the Coast is the ideal starting point to explore British Columbia's stunning natural and expansive beauty. Historic Hotels Worldwide recognizes the property's prestigious grounds as the Top 25 Most Magnificent Gardens in the World.

Job Description

What is in it for you:  

• Employee benefit card offering discounted rates at Accor properties worldwide and additional benefits for Fairmont and Raffles colleagues
• Exclusive Employee and Friends & Family Discounts at Fairmont Empress Hotel
• 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
• Hourly pay rate of $25.98

What you will be doing:

• Handle all Guests in a professional, courteous manner and serve as the facility's first impression to Guests and members 
• The Experience Coordinator is responsible for the overall operation of the reception area ensuring it runs smoothly and efficiently, including managing telephones, emails and inquiries 
• Ensure that the spa reception area is always neat, clean, and organized, providing a welcoming and professional environment for guests 
• Take care of the retail area, ensuring that products are well-stocked, neatly arranged, and displayed attractively 
• Answer telephone and email inquiries promptly and professionally and directing them to the appropriate person or department for further assistance
• Handle inquiries from insurance providers and law firms, ensuring that all requests are processed accurately and efficiently 
• Greet members and Guests in a friendly and efficient manner, ensuring they feel welcome and attended to upon arrival 
• Serve welcome drinks and scented towels to guests upon arrival, providing a refreshing and relaxing experience 
• Escort guests to their designated areas as needed, explaining the facilities, amenities, and services available to ensure they feel comfortable and informed 
• Knowledgeable about all aspects of treatments and the facility 
• Knowledgeable in a spa therapy and services offered, guiding guests in selecting the most suitable treatments 
• Provide information and literature about facility, services, and promotions in person and via telephone 
• Take care of the sensory elements and decor of the reception, including arranging and maintaining flowers and plants, books & magazines & promotional pamphlets, ensuring aroma diffusers are filled and functioning, and ensuring music is set to create a calm and relaxing atmosphere 
• Control entry into all areas of facility by restricting all unauthorized individuals 
• Recommend and sell spa products to guests, ensuring that product offerings align with their individual needs and preferences 
• Collect moneys or other suitable payment from clients for all services rendered 
• Operate point of sale system efficiently and accurately 
• Treatment bookings/scheduling, optimizing guest experience and business 
• Perform administrative tasks as needed, including maintaining guest records and ensuring confidentiality 
• Complete and submit all types of reporting, including daily logs, financial reports, inventory tracking, and any other required documentation 
• Adhere to LQA (Leading Quality Assurance) standards, ensuring that all interactions and operations meet the highest level of quality and guest satisfaction 
• Assist in the coordination and smooth operation of special events, promotions, or services as needed 
• Other duties as assigned 

Qualifications

Your experience and skills include:

• Minimum of 2 years’ experience in spa industry or hospitality 
• Diploma or Degree in hospitality or related field an asset 
• Computer literacy in Microsoft Office, Word, Excel 
• Excellent communication skills; speaking, reading, writing in English 

Additional Information

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

· Constant standing and walking

· Occasional bending and kneeling

· Occasional carrying and lifting

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

• Constant standing and walking 
• Occasional bending and kneeling 
• Occasional carrying and lifting 

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