2. General InformationGeneral Information

3. History  1929: The Royal York built by the Canadian Pacific Railway  1999: Canadian Pacific Hotels purchases Fairmont Hotel chain  2001: Royal York reflagged as Fairmont Royal York

4. Rating & Target MarketsRating & Target Markets  AAA Four-Diamond Rating  Primary Target Market: Large business and conference groups  Secondary Target Market: Individual business travellers  Tertiary Target Market: Leisure travellers (transient)

5. Location  Downtown Toronto  Across the street from Union Station  Close to the CN Tower, Eaton Centre, Air Canada Centre, and more  Connected to the underground PATH

6. Food & BeverageFood & Beverage  7 food and beverage outlets:  Benihana Japanese Steakhouse  EPIC Restaurant and Lounge  Library Bar  Piper’s Gastropub  York’s Deli & Bakery  York’s Kitchen  York Station

7. Unique FeaturesUnique Features Rooftop beehive and herb garden

8. Departments

9. Room DivisionRoom Division  Front Office Department  Reservations Department  Telephone Department  Uniformed Services Department  Night Auditing Department  Housekeeping Department  Largest department in the hotel  Public Spaces  Guest Rooms  Laundry Team  Security Department  Engineering/Maintenance Department

10. Food & Beverage Department  Restaurant serving team and bus persons  Banquet serving team  Cooks and executive chef  Room servers

11. Staff and Supporting Departments  Sales/Marketing/PR Department  Health Club Department  Smallest department  Fairmont Gold Department  Xerox Business Centre Department  Accounting Department  Human Resources Department

12. Chain of CommandChain of Command Fairmont Royal York uses a tall (narrow) span of control.

13. Accommodations

14. Rooms  Room options:  Fairmont Luxury Room ($259)  Fairmont Room ($219)  Fairmont View Room ($239)  Deluxe Room ($319)  Signature Room ($319)  Executive Suite ($469-$569)  Governor General Suite ($789)  Prime Minister Suite ($1,189)  Royal Suite ($2,199)

15. Fairmont RoomFairmont Room  Traditional guest rooms with elegant and comfy décor  Offers a warm atmosphere and beautiful city skyline view

16. Signature RoomsSignature Rooms  Premier guest rooms individually selected on the basis of size, view and distinct characteristics  Captures the full essence of Royal York

17. Royal SuiteRoyal Suite  Fairmont’s ultra luxury experience  Large, open concept rooms, with wet bars, fireplaces, full dining room and kitchen

18. Gold AmenitiesGold Amenities  Private check-in  Private lounge, exclusive for Gold guests  Healthy continental breakfast in lounge  Afternoon canapés and honour bar  Dedicated Fairmont Gold Manager  Access to premier tickets to sold- out shows and sporting events

19. Human ResourcesHuman Resources

20. Housekeeping  Cleaning Areas  Corridors, public restrooms, storage areas, management office, laundry room, linen and sewing rooms, dining and banquet rooms, exercise rooms  Exceptions of cleaning  Front Desk, Swimming Pool, Kitchen  Cleaning the room  Making beds, tidying rooms, cleaning and polishing toilets, taps, sinks, bathtubs and mirrors, washing floors, removing stains and vacuuming  Standard cleaning takes about 30 minutes

21. Employee Qualities & Qualifications  Entry Level:  Empathetic, responsible, highly energetic, good communication skills, punctual, willingness to work, flexibility, basic knowledge of hotels  Manager:  Leadership skills, organized, responsible, helpful, courteous, social, multi- tasking, adaptation to all situations  Must have management experience at other hotels

22. Training  Brand Training  Fairmont Brand Standards  Fairmont Service Promises  Cross-Training  The training period is around 1-2 weeks for entry-level and 1 month for managers  Chef Training

23. Green Partnership ProgramGreen Partnership Program  Their industry-leading Green Partnership Program began in 1990, and was one of the first ever  Innovative Programs  Eco Meet  Carbon Management Program  Greening Our Greens  Green Cuisine  Waste Management  Water and Energy Conservation  Partnerships and Affiliations