Assistant 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 Hotels & Resorts. Showcase your leadership and interpersonal strengths as the Assistant Guest Services Manager, where you will assist engaging the team and promote exceptional guest service. This role will be responsible for both the Bell Desk & Royal Service teams at Fairmont Jasper Park Lodge.
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 Guest Services Manager, responsibilities and essential job functions include but are not limited to the following:
Consistently offers professional, engaging and friendly service
Follow departmental policies, procedures and service standards
Monitors and develops colleague performance by assisting the Guest Services Manager with formal performance reviews and providing on-going coaching and counselling
Assist the Guest Services Manager to oversee and foster a team spirit amongst all Guest Services and Royal Service colleagues
Focuses on Employee Engagement Initiatives through team building, recognition, problem resolution and providing all necessary tools for colleagues to achieve annual Employee Engagement Survey Goals
Executes initiatives to promote and achieve service goals and standards with ultimate goal of surpassing Voice of the Guest Goals for the hotel
Conducts daily shift briefings with all scheduled colleagues within Bell Desk & Royal Service teams to highlight the days expected business levels, noteworthy functions and daily service reminders
Assists the Guest Services Manager to train and develop colleagues in such a manner as to ensure the highest level of guest service and satisfaction
Ensures awareness of all hotel activities and services in addition to key city events
Oversees the lobby area and hotel entrances for cleanliness, maintenance, security and functionality
Responsible for day to day organization of guest inquires, information availability, Bell Desk & Royal Service teams, and overall guest satisfaction at the point of entry & departure, as well as throughout the stay
Coordinates with the Guest Services Manager to conduct monthly communication meetings with staff complete with minutes
Assists with scheduling and payroll as required
Coordinate with the Front Office team in regards to tour arrivals, departures and special requests
Liaise with Sales, Conferences Services and Catering Department to ensure accuracy with resumes and to attend Pre Con meetings in the event that the Guest Services Manager is absent
Assists with implementation if new policies and procedures in the Guest Services and Royal Service departments
Adhere to the hotel’s vehicle handling and safety policies while driving hotel and guest vehicles
Follow all safety and sanitation policies
Other duties as assigned
Minimum of two years of Rooms Division Managerial experience required
Valid Alberta Driver's License required
Experience in Guest Services and/or Royal Service an asset
University degree/diploma in Hospitality or equivalent is preferred
Strong computer skills with working knowledge of Microsoft Office, as well as Opera, Royal Service Manager and Kipsu (or equivalent)
Must be able to work well under pressure in a fast-paced and constantly changing unionized environment
Excellent problem solver and decision maker
Excellent communication and organizational skills
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to work cohesively with fellow colleagues as part of a team with minimum supervision
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
:Rotating / Shift Work
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