Accorcorpo

Accorcorpo

Corporate Director, Guest Experience, Raffles & Fairmont Hotels and Resorts

Toronto, ON, Canada · Director

Sponsorship not specified$115k-$130kDetected 46 days ago
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About the role

  • Company Description Raffles Hotels & Resorts The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future.
  • Its timeless elegance, refined manners and spirit of generosity ensure that every visitor arrives as a guest, leaves as a friend and returns as family.
  • Researching market trends, liaising with key departments to ensure relevant information capture (D&TS, Commercial, etc).

Responsibilities

  • The Director will further a culture of service excellence, innovation and maintain a commitment to be "best in class".
  • Lead and execute long-term guest experience optimization strategy to drive global KPI's for guest satisfaction & quality.
  • Collaborate with and advise Operations on global and regional needs to drive performance.
  • Liaise with brand COO's to validate and communicate targets through VP.
  • Articulates, advocates and represents various stakeholders' perspectives with the support of the COOs

Requirements

  • Proven coordination and time management skills.
  • Ability to work independently on multiple projects under tight deadlines
  • Experience with research, data and root cause analysis.

Nice to have

  • Assist with on-boarding of key Hotel Executive Committee Leaders (e.g. GMs, DOPs, DORs, FO, FG) and Corporate leaders on Guest Experience tools.
  • Act as a subject matter expert on the LQA / VOG / TrustYou tool and its development - personalization for Luxury.
  • Hotel registration process / payment schedules / packages etc.
  • Onboarding of Hotel Teams Guest Experience Leaders into the Guest Experience Culture and ensure efficient usage of the TY Tool - dashboards and analytics.
  • Monthly Global Quality Dashboarding for Raffles and Fairmont in cooperation with Rest-of-World Guest Experience Manager and COOs and other required reporting as directed
  • Assist with steering Customer Care Tickets to the respective Hotels in the assigned perimeter and if required assign to VP Operations.
  • Minimum 7-years Hospitality and progressive operations leadership experience (eg.
  • Food & Beverage, Front Office, Housekeeping, Quality Assurance, Leadership Development Program)

Skills

  • Hiring decisions at every stage of recruitment are ultimately made by humans.
  • Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience and/or work location.

Compensation

  • The Ontario base salary range for this position is $115,000 - $130,000.
  • Our salary ranges are determined by job and level.
  • Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience and/or work location.
  • Job Vacancy: This position is currently vacant and we are seeking a qualified candidate to fill it.
  • AI Disclosure: We use artificial intelligence to help screen and assess applications for this position. These tools assist our hiring team but do not replace human judgement. Hiring decisions at every stage of recruitment are ultimately made by humans.
  • Our Commitment to Diversity & Inclusion: we are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
  • Direct and support the Raffles & Fairmont Marketing team in the development of the annual hotel operating budget guidelines from a Guest Experience & Quality perspective.
  • Take ownership and proactively establish the annual global Guest Satisfaction and Brand Compliance target setting practice.

Company info

  • Company Description
  • Raffles Hotels & Resorts
  • The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future.
  • Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment.
  • Fairmont Hotels & Resorts
  • Join a dynamic team and be part of the Fairmont family - with 90+ spectacular, and 34 more in the pipeline, in 30 countries around the globe, stretching from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.
  • This position is currently vacant and we are seeking a qualified candidate to fill it.
  • we are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
  • I'm interested I'm interested
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