Front Desk Manager Fairmont Jasper Park Lodge is searching for a talented individual who has proven success in providing the strategic support and leadership to multiple departments ensuring exceptional service standards, maximized operating results and memorable guest experiences in a luxurious environment.
Reporting to the Director of Front Office, the Front Desk Manager is an active & contributing member of the Front Office team, overseeing the effectiveness of luxury guest services, employee performance & development and service enhancements for the overall Front Office department. The successful candidate will be responsible for overseeing the Front Desk team, as well as directing all Front Office colleagues in the execution of their duties. The Front Desk Manager will also manage and direct all lobby floor operations and will maintain a daily presence in the lobby. The successful candidate will assume the duties of the Director of Front Office in the latter’s absence. Analytical skills, creativity, planning and strength as a developer & leader of others are some of the skills necessary for this position.
Hotel Overview: The Fairmont Jasper Park Lodge is surrounded by the snow capped mountains and enchanting lakes of Jasper National Park; a UNESCO designated World Heritage Site which includes the #1 Best Golf Resort in Canada by the readers of SCOREGolf Magazine, a newly redesigned Fairmont spa, 6 food and beverage outlets, and many outdoor activities which are right outside your door. No matter what time of year you visit The Fairmont Jasper Park Lodge, you can expect to be a part of "The True Rocky Mountain Experience".
Summary of Responsibilities: Reporting to the Director, Front Office, responsibilities and essential job functions include but are not limited to the following:
the Director, Front Office, responsibilities and essential job functions
include but are not limited to the following:
Provides the guest with flawless,
proactive and sincere luxury services from an engaged and empowered workforce
committed to creating a memorable experience
Acts as ambassador and spokesperson
to all customers; promotes tailored services to VIPs and loyalty program
members; responding in a timely and consistent manner to customer & third
party concerns; fielding issues with all operational departments
Plans and oversees all Front Desk,
Royal Service, and lobby floor operations, acting as the face of the hotel
throughout the guest arrival and departure experience
Fields and resolves
interdepartmental issues to improve process management and effectiveness of
Demonstrates a commitment to Service
Excellence; leads the tactical implementation of customer satisfaction
improvement activities measured through VOG (TrustYou) and in keeping with our
luxury standards of service from curb to pillow
Spearheads the Problem Resolution
process SCORE & #OWNIT; communicating with guests ensuring that issues are
being resolved during the stay; maintains a monthly reporting system that
allows proactive resolution to common issues
Ensures that monthly labour outlook
and results for the Front Office department are accurate; maintains
departmental efficiency/productivity and essential luxury guest services;
maximization of revenues via upsells and effective cost control
Assists in the development of the
annual Front Office budget from a cost, productivity, and efficiency
Actively participates in the revenue
management process ensuring Rooms revenue is maximized in order to achieve
financial success (RevPar and GOP); develops tactical plans to maximize upsell
Assists with employee and leader
planning, recruitment, selection and development through goal development and
Coaches and mentors colleagues,
Guest Relations Managers, and Royal Service Supervisor; creates an environment
that allows colleagues and junior managers to exceed guest expectations and
provide a path for career development with Fairmont Hotels and Resorts
Leads department to maintain
superior colleague engagement through action planning as a result of the
Colleague Engagement Survey including continuous improvements
Ensures colleague concerns are
resolved in a professional and timely manner
Builds and maintains employee
relationships; conducts monthly communication meetings; ensures appropriate and
timely recognition for individuals and teams;participates in organizing departmental and hotel recognition events
Contributing to a positive hotel
culture and success of ongoing Service Promise training
Establishes and monitors effective
goals and measurements for the Front Desk and Assistant Front Office Manager
team, exceeding expectations of all four pillars (colleagues, owners, guests
Assists with ECOSURE & LQA
action planning and improvement plan implementation; ensuring a consistent
delivery of luxury product and services
Involved and active within hotel
committees; plays an integral role in strategic sustainability planning;
ensures environmental initiatives are adhered to, and new and innovative
environmental opportunities are implemented
Promotes health, safety and
wellbeing of our guests and co-workers by having in-depth knowledge of the
Hotel's crisis and emergency procedures; understands and implements the
corporate crisis communication procedures within the Front Office
Complies with Fairmont Hotels &
Resorts policies, procedures and code of ethics and ensures Service Essentials
and Brand Standards are in place and executed
Performs any and all other tasks
which are assigned by the management team
Other duties as assigned
Minimum 5 years of hotel experience, with 3 years of luxury experience and 3 years of supervisory experience required
Extensive knowledge of Front Office operations, brand standards and 4/ 5 Diamond standards required
University degree or College diploma in Hotel Management preferred.
Ability to analyze data and trends and create strategies for improvement, willing to take risks
Knowledge of computerized Front Office systems required with emphasis in Property Management System and MFR
Proficiency in Microsoft Office Software
Superior leadership & coaching skills with a proven track record of developing and motivating career minded professionals
Strong guest service orientation and training skills background required
Able to balance a variety of priorities while considering all aspects of the job i.e. Financial, Operational, HR
Highly organized, results-oriented with the ability to be flexible and work well under pressure
Excellent interpersonal and communications skills
Proven ability to adapt to changing priorities and to multi-task
Having vision and ability to lead and motivate colleagues to consistently achieve goals and improve on existing product and service
Ability to promote a fun workplace
Analytical skills, strength as a developer and a leader of others, creativity, and strong planning skills are essential
Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.
APPLY TODAY: Whether you’re launching your career or seeking meaningful employment, we invite you to visit http://www.fairmontcareers.com/ to learn more about Fairmont Hotels & Resorts—and the extraordinary opportunities that exist!
ABOUT FAIRMONT HOTELS & RESORTS At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you'll find exceptional work opportunities—throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific—as well as industry-leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!
:Management / Supervisory
:Rotating / Shift Work
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