Front Office - Tour Services Agent

Who We Are:

Join the team at Fairmont Banff Springs. Set in one of Western Canada’s most spectacular alpine destinations, Banff offers a unique community of hospitality enthusiasts, outdoor adventure seekers, artists, entertainers, and families alike. It's the perfect work/life combination.

Are you passionate about delivering exceptional service and creating memorable experiences for guests? Join our team at Fairmont Banff Springs as a Tour services agent, where you will be at the forefront of our guest experience.

Starting Rate: $20.67 per hour

We recognize tenure through our compensation. Hourly rates increase after six months, and yearly to three years. At three years the pay rate for this role would be $26.01.

This is a seasonal position, we are prioritizing candidates that are able to work from March-October 15th. 

Job Duties Include:  

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

• Consistently offer professional, friendly and engaging service
• Greet, check-in/check-out and settle guest accounts while ensuring all service standards are followed
• Document all guest requests, complaints or issues immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
• Assist guests regarding hotel facilities in an informative and helpful way
• Respond to each Guest who approaches the Reception & Tour Desk
• Drive rate through up-selling room brands
• Follow departmental and hotel policies, procedures, service and safety standards
• Welcoming tours at Fairmont Banff Springs and the Banff train station
• Working closely with multiple departments and industry partners including but not limited to tour directors, tour billing & dining reservations.
• Prepare for tours by settling up billing instructions and cross-referencing information from tour services
• Other duties as assigned

Your Skills & Qualifications:

• Ability and willingness to work a variety of shift work, including evenings/weekends/early morning/overnights
• The role involves physical activity, including standing for extended periods, bending, and occasionally lifting items weighing up to 45 pounds.
• Previous experience in Front Desk or customer service an asset
• Previous Property Management System (PMS/OPERA CLOUD) experience an asset
• Proficient in the English language (verbal & written), second language an asset
• Must display strong communication, analytical, organizational and administrative skills to be able to deal with multiple priorities simultaneously
• Strong interpersonal and problem solving abilities
• 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

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 $4/meal)
• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics, Fertility Drugs and Gender Affirmation 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, Jasper & Whistler
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Banff Springs Golf Courses

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 just launching your career or looking for a new adventure, we invite you to visit www.banffspringsjobs.com to learn more about Fairmont Banff Springs and the extraordinary opportunities that exist within our resort!

We encourage you to let us know if you require any accommodations through the application/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: bsh.careers@fairmont.com