FAIRMONT
 
Jasper, AB
Full-time
Job details
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Job type
Full-time
Company Description

Fairmont Jasper Park Lodge is seeking passionate and adventurous individuals to join our incredible team here in the Canadian Rocky Mountains. Our hotel offers a wide variety of jobs in over thirty departments and is sure to have something that sparks your interest. We pride ourselves on the work/play lifestyle that working in Jasper National Park provides and we do our best to ensure your quality of life is elevated when working for us. If you have ever dreamed of working in Jasper, don't miss out on this opportunity.


Job Description

Guest Services Manager

Providing engaging, sincere, personalized service is one of the ways Guest Services Colleagues and Leaders are turning moments into memories for our guests at Fairmont Jasper Park Lodge. Showcase your leadership and interpersonal strengths as Guest Services Manager, where you will foster an engaged team, maximize operations and ensure exceptional guest service. This role will be responsible for the Bell Desk team at Fairmont Jasper Park Lodge. The Guest Service Manager would also be responsible for assisting all other front office operations as needed.

Summary of Responsibilities:

Reporting to the Director, Front Office, responsibilities and essential job functions include but are not limited to the following:
Responsible for ensuring guest inquiries are addressed in a timely manner, information availability, Bell Desk team, and overall guest satisfaction at the point of entry & departure, as well as throughout the stay
Responsible for the scheduling, supervising and training of all Bell Desk staff including performance evaluations and development reviews
Provide day to day operational and managerial support for Front Desk, Royal Service and Tours department and ensure all service standards are followed
Ensure proper staffing and scheduling of all Front Office and Bell Desk colleagues in accordance to productivity guidelines
Assist the Front Office Manager in all aspects of the department
Covering MOD shift
Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
Supporting company and hotel policies and procedures including the promotion and participation in CES, VOG, LQA, Health and Safety, and Guest Service initiatives
Ensure Service Essentials and LQA Standards are met and exceeded while actively seeking feedback and follow up on Guest comments
Working closely with Front Office on arrivals, departures and lobby management
Overseeing the Tour, Group and Conventions from a Guest Services perspective from the pre-convention to post-convention stage
Acting as liaison with key departments (Front Office, Conference Services, Housekeeping) to ensure a seamless arrival and departure process
Anticipating needs of Accor members, Distinguished Visitor , Special Attention and VIP guests, while corresponding with these individuals to ensure expectations are met and special requests are addressed
Be ever present in the lobby
Reviewing, developing and implementing new systems and standards
Organizes and facilitates monthly meetings
Promotes health and safety, ensure safe working environment, monthly health & safety meeting is attended and followed up
Seeks feedback and perform follow up on guest satisfaction and deals with challenges in accordance with our Mission Statement and philosophy of employee participation
Selects, trains, manages the performance of staff to ensure Fairmont Hotels & Resorts Standards and Mission Statement objectives are maintained at all times
Ensures awareness of all hotel activities and services and oversees the lobby area for cleanliness, maintenance, security and functionality
Utilize Labour Management Program to assist with department scheduling
Maintain adequate stock of supplies and order when necessary within departmental budget
Other duties as assigned

Qualifications

Qualifications:

Valid Alberta Driver's Licence required
Minimum 2 - 3 years in Rooms Managerial experience required
Experience in Guest Services and/or Concierge is an asset
Computer literate with working knowledge of Microsoft Office, as well as Opera, Royal Service Manager, iConcierge (or equivalent) required
Must be able to work well under pressure in a fast-paced and constantly changing unionized environment
Must possess excellent interpersonal, written and verbal communication skills
Highest Guests Service skills, talent and knowledge with the vision and ability to lead employees to excellence
Proven abilities in training and motivating team members
Professional manner, outgoing personality, and ability to work on own initiative
Excellent problem solver and decision maker

Additional Information

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

APPLY TODAY: You can find out more about life working at Fairmont Jasper Park Lodge - Jasper Park Lodge | Fairmont Mountain Meetings | (fairmontmtnjobs.com)

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
Discover the life that awaits you at Accor, visit https://careers.accor.com/ Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS