Job Title

Overview Bilingual Guest Services Supervisor (Full-Time) role at Fairmont Hotels & Resorts. Located at Fairmont Chteau Laurier in Ottawa, this position focuses on delivering a seamless guest experience, supervising Front Desk operations, Concierge, Bell Services, Door, and Valet, while leading a diverse team and collaborating across hotel departments. Responsibilities Reporting to the Front Desk/Reservations Manager, oversee Front Desk operations and supervise Concierge, Bell Services, Door, and Valet. Lead and motivate a diverse team, fostering teamwork, accountability, and cross-department collaboration across all hotel departments. Personalize guest interactions, address special requests, VIP preferences, and loyalty program benefits promptly. Monitor guest satisfaction daily using feedback and real-time data; proactively address concerns to maintain high service standards. Manage Accor Live Limitless loyalty program reservations and meet expectations to drive loyalty goals. Collaborate with housekeeping, F&B, and maintenance to ensure seamless guest experiences from room readiness to service and amenities. Assist in crisis and emergency situations, ensuring safety protocols and guest well-being. Promote and enforce hotel health and safety standards. Work with Front Office to manage room inventory dynamically in line with revenue strategy to maximize hotel revenue. Oversee operation of technological platforms, including Opera Cloud and guest messaging systems (Kipsu). Provide high-quality colleague training and ongoing performance monitoring to foster growth and service excellence. Adhere to hotel policies, procedures, and corporate standards; audit and complete accounting transactions, including rate verification, system audits, and closing procedures. Undertake additional responsibilities and special projects as assigned. Qualifications Certification in Hospitality Management or Leadership from a recognized institution (e.g., Hotel Management certification). Degree or diploma in Hotel Administration from a recognized university or college is an asset. Minimum one (1) year of Front Office leadership experience in a luxury property. Fluency in both spoken and written French and English is mandatory. Knowledge of Opera Cloud and other core technology applications; experience with Microsoft Office Suite is preferred. Proven ability to develop, train, and mentor a diverse team of guest service professionals. Experience in multicultural environments and managing guests from diverse backgrounds preferred. Ability to manage day-to-day Front Desk operations and oversee hotel operations in the absence of senior management. Strong understanding of hotel revenue management principles and the impact of front office operations on financial performance. Business acumen with the ability to drive results within financial and operational guidelines. Excellent verbal and written communication, with strong problem-solving skills and composure under pressure. Demonstrated service leadership and ability to inspire colleagues to deliver exceptional service. Organized, results-oriented, and capable of thriving in a fast-paced environment; attention to detail in guest service. Additional Information Fairmont Chteau Laurier provides employment accommodation during the recruitment process. If accommodations are required, please notify us. Our Commitment To Diversity & Inclusion: We are an inclusive company and aim to attract, recruit, and promote diverse talent. Why work for Accor? We are a global leader that supports you to grow and learn, helping work to have purpose in your life. By joining Accor, your career story is yours to write. For more information, visit: #BELIMITLESS #J-18808-Ljbffr