Assistant Front Office Manager

Job Description

Fairmont Jasper Park Lodge is in the midst of a multi-phase resort transformation, including all new venues, refreshed spaces, and evolving service models. Restaurant, Bar & Guest Services teams will be working in newly renovated spaces, with updated layouts, technology, and guest flow.

This role is best suited for individuals who are comfortable with change, open to learning new service standards, and energized by being part of a luxury environment that is actively evolving.

We invite you to join the world of luxury hospitality at Fairmont Jasper Park Lodge, as our new Assistant Front Office Manager. 

As Assistant Front Office Manager you will provide engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into special memories at Fairmont Hotels & Resorts.  

What you will be doing:   

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following: 

• Consistently offering professional, friendly and engaging service 
• Providing day to day operational and managerial support for Front Desk, Concierge & Butler, Guest Services, Royal Service, Tours department, and ensure all service standards are followed 
• Assisting the Front Office Manager and Director of Front Office in all aspects of the department  
• Ensuring proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines 
• Communicating through pre-shift logs, emails and departmental meetings, all pertinent information for the respective shifts and areas of operation 
• Training, inspiring, developing, and recognizing Front Office division colleagues including Front Office and Tours, and Royal Service in the absence of Royal Service Manager and Supervisor   
• Reviewing arrivals, and ensuring that special requests are met, so that service is anticipatory  
• Ensuring accurate billing is completed upon guest departure 
• Acting as a liaison for all departments within the hotel 
• Following all safety policies, including emergency procedures and vehicle policies 
• Supporting Company and Hotel policies and procedures including  promoting and participation in Employee Engagement Survey (EES), Fairmont Standards which include LQA, Health and Safety, and Voice of the Guest (VOG) initiatives 
• Taking ownership of performance management including one on one coach & counsel sessions, maintaining performance logs and conducting performance reviews 
• Establishing initial department training as well as ongoing training on new systems, programs and processes in the department 
• Ensuring service standards are met with respects to guest satisfaction in Voice of the Guest by ensuring that all guest issues/complaints receive prompt action and follow up  
• Ensuring all necessary crisis and emergency procedures are in place to meet hotel standards and that all agents are fully trained to handle emergency procedures  
• Handling Guest concerns and reacting promptly, logging, notifying proper areas and ensuring the utmost satisfaction in resolutions 
• Assist in growing Accor Live Limitless memberships, by consistently enrolling new members, and encouraging colleagues to do so 
• Balancing operational, administrative and Colleague needs 
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions.  
• Other duties as assigned 

Qualifications

Your experience and skills include: 

• Previous leadership experience at a luxury setting an asset  
• Excellent knowledge of Front Office and Hotel procedures required  
• General knowledge of key departments, including Housekeeping and Maintenance an asset  
• Previous Opera PMS experience required 
• Computer literacy in Microsoft Windows applications required 
• University/College degree in a related discipline an asset 
• Ability to work flexible days and hours 
• Must possess a professional presentation  
• Must possess strong interpersonal and problem solving abilities 
• Must be highly responsible & reliable 
• Ability to work well under pressure in a fast paced environment  
• Ability to work cohesively with fellow colleagues as part of a team 
• Ability to focus attention on guest needs, remaining calm and courteous at all times 
• Must have a valid Full Canadian Driver’s License 

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

Additional Information

Job Perks & Benefits: Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. In addition,  

What is in it for you: 

• Annual salary of $55,000 - $60,000/year
• Subsidized staff accommodation provided on-site for full time status employees  
• One complimentary meal per shift in our staff cafeteria (additional meals can be purchased at a subsidized rate)  
• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics for full time permanent status employees  
• Defined Contribution Pension Plan with employer matching up to 5% of annual earnings for full time permanent status employees  
• Employee travel program with discounts on room rates as well as on food & beverage at Fairmont & Accor properties world-wide  
• Access to the Mountain Explorer Travel Program – exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Fairmont Resorts in Lake Louise, Banff & Whistler  
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Jasper Park Lodge Golf Courses.

About the Application Process:  At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence. 

Apply Today: Whether you're just launching your career or looking for a new adventure, we invite you to visit https://www.jasperparklodgejobs.com  to learn more about Fairmont Jasper Park Lodge and the extraordinary opportunities that exist within our resort!

Want to learn more about this opportunity? View the complete job description by clicking this link: Assistant Front Office Manager.pdf

We encourage you to let us know if you require any accommodations through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: [email protected]