Company Description

Reporting to the RVP/GM and Hotel Manager with a dotted line to the Director, People & Culture, the Director, Training and Operational Excellence is responsible for providing a strategic approach to Training and Operational Service Excellence. This individual needs to act as a role model for our brand's mission, service culture and values. This position will champion all operational training and service improvement initiatives – analyze guest and colleague feedback, communicate, implement and ensure understanding of the importance and value of utilizing the systems and tools in continuously improving the key strategies to achieve the hotel goals. The Director, Training and Operational Excellence will partner with and support all hotel leaders in meeting and/or exceeding their goals relating to Guest Centric Measurables.

Job Description

Why work for Fairmont Pacific Rim?

• Be part of a progressive hotel that embraces the culture and vibrancy of one of Canada's most beautiful cities, Vancouver, proudly recognized as a Great Place to Work, and the first hotel in North America to achieve Single-Use Plastic Free Certification
• A competitive salary, starting from $85,000.00 per annum
• The opportunity to be part of Fairmont Pacific Rim's iconic Food & Beverage operation, home to award-winning outlets including The Lobby Lounge & Raw Bar, Botanist Restaurant, In-Room Dining, Cabana Bar, and Banquets
• Complimentary work meals through our Colleague Dining Program
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program, offering 50% off at participating dining destinations in Vancouver, Victoria, and Whistler
• TransLink monthly pass reimbursement program
• Extensive benefits package, including health, paramedical, dental, vision, life, and disability insurance (eligibility requirements apply)
• Company-matched pension plan and the opportunity to enroll in the Group RRSP (eligibility requirements apply)
• A complimentary hotel stay with breakfast for two through our BE OUR GUEST program for newly hired colleagues
• Opportunities to participate in sustainability, charity, and community engagement initiatives
• Access to world-class training, leadership programs, and career development opportunities across a global hospitality network
• Be part of a dynamic, diverse team in a stunning luxury environment where no two days are the same
• Enjoy discounted room rates at Fairmont hotels worldwide and special colleague rates across other Accor properties
• The chance to create meaningful experiences for both guests and colleagues, making a lasting impact on culture and performance
• Distinctly West Coast, the hotel delivers unique guest experiences through creativity, artistry, and elevated hospitality, while remaining at the forefront of art, music, and fashion programming in the city

What you will be doing:

• Review, plan and deliver annual operational monthly training plans and execute trainings and monitor such.
• Chair Service Excellence Committee monthly meetings to ensure seamless service according to our standards based on guest feedback.
• Coordinate & execute the Service Excellence monthly meetings to ensure Guest Centric Measurables/data analysis and operations standards are included in training and such in the form of action plans and more.
• Interview prospective Departmental Trainers, along with Division Heads, People & Culture, to assure fit to the role and responsibilities and facilitate a continuous learning culture.
• Conduct regular training needs analysis to help ensure our training tools (Job Task Check Lists (JTCs), Departmental Bite Sized Trainings, Standard Operating Procedures'/Syllabus/Sequence of Service etc) are aligned with and address hotel Pac Rim standards (Forbes & LQA) and are ingrained in training processes. Ensure that Sharepoint is updated and reviewed monthly on usage and access to systems.
• Follow up and support Departmental Heads to ensure that departmental training is ongoing in their respective areas and meets all requirements outlined in the Service Excellence Committee meetings with the relevant teams.
• Partner with People & Culture to align and deliver hotel operational training to overall learning programs at Fairmont Pacific Rim, as well as to coordinate any external operational training needed for the hotel.
• Be visual and active in Operations and a support in peak times of Operations to monitor and assist colleagues and guests as and when required.
• Analyze TrustYou (VOG) feedback
• Work with Operations Teams on top issues at both a Division head level and Departmental trainer level.
• Communicate key drivers of guest satisfaction by producing mon