Assistant Fairmont Gold Manager

Embrace your passion for hiking, skiing, snowboarding and many other outdoor activities in Banff National Park while pursuing a fulfilling career at Fairmont Chateau Lake Louise. Take a risk, make a change and experience a new adventure while further developing your career. To live and work in a National Park is a once in a lifetime opportunity.  Our team is a network of empowered individuals with a strong sense of themselves and the hospitality industry. Work hard, play hard and receive extraordinary benefits including subsidized onsite accommodations, which make saving money very easy to manage. Join our Fairmont family today!

Join our team and play a key role in delivering the exclusive Fairmont Gold experience — our “hotel within a hotel.” You will lead a passionate team, elevate personalized service, and ensure every detail reflects the highest standards of luxury. Together, we create unforgettable stays that inspire guest loyalty and showcase the very best of Fairmont hospitality.

Job Duties Include:

•    Lead and coordinate all aspects of our “hotel within a hotel” to ensure Fairmont Gold Standards are adhered to both in rooms and food and beverage operations
•    Manage and supervise all tasks of the Fairmont Gold Lounge Servers and Supervisors to consistently drive professional, friendly and engaging service ensuring guests receive prompt, cordial attention and personal recognition
•    Actively participate in guest recognition initiatives; proactively seek to understand guest preferences in order to execute high levels of personalized service at all times and ensure consistency across Accor Hotels by logging information in guest’s loyalty profiles
•    Act as a personal liaison for all guests, taking personal ownership of their requests and following up accordingly. Oversees and participates in guest relations and directs arrangements for VIP and special attention reservations.
•    Handle guest concerns and react quickly, logging and notifying proper areas. Maintain a daily log of all guests’ opportunities with corrective action steps.
•    Take personal ownership of Fairmont Gold Guest Floors: conduct personal reviews of public areas and back of house areas including Guest Reception, Lounge, Elevator Foyers and Guest Corridors to ensure they are in a clean, organized, and in compliance with established standards, initiating and coordinating any corrective action immediately.
•    Support the execution of pre-arrival communications and preparations, front desk and concierge services, and lounge operational support as needed in accordance with standards of performance
•    Review daily expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.  
•    Monitor inventory of Fairmont Gold rooms and suites, and daily house cleaning status taking corrective action as necessary in coordination with Front Office, Housekeeping and Reservations/Revenue Management.
•    Focus on establishing and maintaining accountability for the décor quality and quality of room product as well as food and beverage experience
•    Inspect associates’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.
•    Ensure colleagues have the tools that they need to work successfully, provide timely reviews of their performance, manage labour hours, and organize paid time off as requested. 
•    Assist with scheduling and payroll duties
•    Participate in the recruitment and training of new Supervisors and Lounge Servers
•    Track and forecast daily, weekly and monthly Fairmont Gold occupancy levels while scheduling and planning the department accordingly
•    Manage staffing levels and productivity as occupancy fluctuates.
•    Ensure the highest possible revenues are generated for Fairmont Gold, monitoring upsell opportunities and Honour Bar inventory
•    Participate in all departmental related meetings, and be responsible for sending colleagues to committee meetings or attend in their place when necessary. 
•    Work with the Executive Chef to determine the Fairmont Gold Lounge menu, food cost, ordering and presentation
•    Maintain a professional, neat and well-groomed appearance adhering to Hotel grooming standards.

•    Previous leadership experience in a similar guest relations capacity required
•    Previous luxury level service knowledge and training a strong asset
•    Strong Food and Beverage background preferred
•    Previous Property Management System experience required
•    Familiarity with Opera PMS, Le Club Accor, Royal Service, Kipsu, LQA, WebWorks, and Time & Attendance is preferred but not required
•    Computer literate in Microsoft Window applications required
•    Must maintain a professional presentation
•    Excellent leadership, written and verbal communication, and interpersonal skills
•    Self-motivating with the initiative and ability to complete projects and tasks in a timely manner
•    Great organizations skills with a proven ability to work under pressure
•    Strong interpersonal and problem solving abilities
•    Highly responsible and reliable
•    Ability to 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

You may be required to work on holidays, weekends, overnights and other non-day shifts. Submission of your application to Fairmont Chateau Lake Louise indicates that you are able to meet these requirements as needed.

Job Perks & Benefits:

• 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 for $5/meal)
• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health (up to $5,000/year), Orthodontics (up to $2,500/year), Fertility Drugs and Gender Affirmation (Lifetime maximum of $10,000) 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 - Discounted room rates including 50% off all food & beverage at Fairmont Resorts in Banff, Lake Louise, Jasper & Whistler (subject to availability)
• Opportunity to develop your talent and grow within Fairmont Chateau Lake Louise and over 5,000 properties with Accor

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

APPLY TODAY:  Whether you're just launching your career or looking for a new adventure, we invite you to visit www.lakelouisejobs.com to learn more about Fairmont Chateau Lake Louise and the extraordinary opportunities that exist within our resort!

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: CLL.Careers@Fairmont.com

Our Commitment to Diversity & Inclusion: 

At Fairmont Chateau Lake Louise, we believe that the strength of our team lies in its diversity. We are committed to fostering an inclusive environment that respects the unique backgrounds, perspectives, and talents of the individual. As an Equal Opportunity Employer, we are dedicated to providing equal access to opportunities. We welcome applications from all qualified candidates.