Reporting to the Director, Conference Services & Catering, the Assistant Director, Conference Services & Catering is overseeing the effectiveness of luxury guest services, employee performance & development and service enhancements for the overall Conference & Catering operations. The successful candidate will provide vision and leadership that fosters an engaged team and ensures quality, efficiency and superior luxury service. The JPL’s Assistant Director CSC is a leader who will balance all stakeholders’ expectations by driving new, innovative and dynamic experiences for our guests. The successful candidate will provide cutting edge learning experiences for the teams that drives the definition of luxury and ensures the brand continues to elevate its reputation.
Fairmont Jasper Park Lodge is surrounded by the snow-capped mountains and enchanting lakes of the Jasper National Park; a UNESCO designated World Heritage Site and one of the world’s largest Dark Sky reserves. Fairmont Jasper Park Lodge is a 700 acre year-round luxury mountain resort which wraps around the shores of the pristine lake "Lac Beauvert". The Jasper resort's charming village of cedar chalets and Luxury Signature Cabins, all connected by picturesque paths, offer guests unique access to explore the natural environment of the hotel. Amongst a plethora of accolades we are ranked as the #5 Top resorts in Canada by Condé Naste along with the best Luxury Rocky Mountain Resort Hotel by Lux Life magazine. On property we boast Canada’s #2 ranked Golf Course and #1 ranked most beautiful courses in Canada by ScoreGolf magazine. Condé Naste rated us as #4 resort Spa in Canada and #13 Spas of America. In 2018 we were also awarded the Top Employer Award by the Alberta Apprenticeship & Industry Training Board.
Summary of Responsibilities:
Reporting to the Director, Conference Services & Catering, 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
Responsible for assigned catering, from booking to execution and conference services from the time a contract becomes definite to execution
Establish and maintain rapport with clients, prior to, during and post conference, exceeding their expectations and encouraging repeat business
Conduct site inspections as required
Ensure that function bookings, group resumes and event contract are prepared and distributed accurately and efficiently
Ensure meeting and function rooms are properly maintained at all times liaising with food and beverage outlets regarding reservations and flow of clients
Be part of daily, weekly and monthly meetings as required, including BEO, Resume, CS, and JD Power Meeting Planner Meetings
Acts as ambassador and spokesperson to all customers; promotes tailored services to VIPs and loyal guests; responding timely and consistent to customer & third party concerns; fielding issues with operational departments under the scope of responsibility
Demonstrates a commitment to Service Excellence through visible presence on the floor; assists with the strategic implementation of customer satisfaction improvement activities measured through VOG (TrustYou) and in keeping with our luxury standards of service delivery within the Conferences Services division.
Assists in driving innovative promotions, menus and concepts; creating a destination of choice for both Hotel and external guests; working closely with the Sales & PR team on marketing strategies promoting the Banquet spaces to further enhance existing and establish new incoming revenue streams
Assists with the Online Reputation Manager regarding customer feedback and guest satisfaction results; ensures to engage with customers in a timely manner through multiple avenues; reviews monthly reports and analyzes feedback review patterns; develops strategies for luxury service and product improvements based on provided guest feedback
Collaborates with the F&B team to showcase our banquets events on social media accounts in accordance with marketing standards (i.e. Facebook, Instagram, Twitter); manages online reputation by responding in a timely and professional manner and handling any concerns (i.e. JD Power).
Assists in ensuring that the monthly financial outlooks and results for the Banquets division are accurate; maintains divisional efficiency/productivity and essential luxury guest services; maximization of revenues and effective cost control
Actively participates in the revenue management process ensuring revenues are maximized in order to achieve financial success (Rev per hour worked, Rev per occupied room and GOP).
Coaches and mentors colleagues; empowers colleagues to exceed guest expectations & provides a path for career development within AccorHotels
Demonstrates, and holds the team accountable to, the highest standards of internal and external luxury customer service at all times.
Proactively builds, develops, maintains and manages strong working relationships with all other departments, corporate sponsors and tourism partners
Contributing to a positive hotel culture and success of ongoing Service Promise & Our Leadership Promise training
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.
Networks with peers in the CWMR region & within our industry; reviews industry trends for new and innovative service and product opportunities
Complies with Fairmont Hotels & Resorts / AccorHotels policies, procedures and code of ethics; ensures Service Essentials and Brand Standards are in place and executed
Actively participate in JPL’s Sustainability Program / Planet 21 and determine specific action items.
Work a flexible schedule that meets business demands, including weekends and holidays.
Maintain the strictest confidentiality at all times on all matters pertaining to management, staff and guest related matters.
Support all Fairmont brand and AccorHotels initiatives.
Provide leadership and participation in relevant hotel & community events.
Adhere to the hotel’s vehicle handling and safety policies while driving hotel and guest vehicles.
Perform other duties as assigned
3-5 years of previous experience in management in a upscale hotel catering and conference planning, executing large, high profile food and beverage events
Previous Sales experience an asset
University/College degree in a related discipline preferred
CMP (Certified Meeting Professional) designation a strong asset
Proven ability to plan and organize events effectively, with an acute sense of detail
Assertive, professional and positive with a proven ability to develop and lead in a team environment
Working knowledge of Delphi, or any Sales/Catering Management System, Microsoft Word, Meeting Matrix, Excel
Excellent interpersonal and communication skills, both written and verbal
Highly responsible & reliable
Ability to multitask and work well under pressure in a fast paced environment
Ability to work cohesively as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
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
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