Front Office Manager

Experience luxury, adventure, and the great outdoors at Fairmont Jasper Park Lodge; where the stunning Canadian Rockies are your backyard. Take your career to new heights while surrounded by breathtaking landscapes, world-class hospitality, and endless opportunities to explore. This is more than just a job, it’s a chance to live, work, and thrive in a place like no other. Join us and make every day an unforgettable adventure!  

Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues and Leaders are turning moments into memories for our guests at Fairmont Hotels & Resorts. Showcase your leadership and interpersonal strengths as Front Office Manager, where you will lead our team of service ambassadors, maximize Front Office operations and ensure exceptional guest service. 

What you will be doing:   

Reporting to the Director, Rooms responsibilities and essential job functions include but are not limited to the following:  

• Consistently offer professional, friendly and engaging service 
• Follow departmental policies, procedures and service standards 
• Overseeing daily Front Desk Operations by leading & supporting a team of 6 Leaders and colleagues as direct reports  
• Lead and manage all aspects of the arrival / departure experience and ensure all service standards are followed 
• Supporting company and hotel policies and procedures including the promoting and participation in Employee Engagement (EES), Voice of the Guest (VOG), Leading Quality Assurance (LQA), Health and Safety, and Guest Service initiatives  
• Ensure Service Essentials and LQA Standards are met and exceeded while actively seeking feedback and follow up on Guest comments 
• Working closely with Guest Services Manager on arrivals, departures and lobby management 
• Maximize rooms revenue through upgrades, walk ins and revenue maximization meetings and implementing/supporting agreed upon Revenue Management strategies and practices 
• Monitor and report on problem accounts not settled while guest is in house 
• Proactively implement processes to deliver problem free stay for our guests and leading the Royal Service team 
• Handle guest concerns and react quickly, logging and notifying proper areas  
• Ensure goals are met from a measurement perspective – Trust You, LQA, EES, SAQ, ALL Enrollments, and Upsells etc.  
• Manage the departmental budget and procurement   
• Managing Keep In Touch System and introducing any technology applications 
• Conduct regularly scheduled departmental meeting and ensure regular communication occurs within department 
• Seeks feedback and perform follow up on guest satisfaction and deals with challenges in accordance with our Mission Statement and philosophy of employee participation 
• Selects, trains, manages the performance of colleagues and leaders  
• Focus on recruitment ensuring adequate staffing for peak seasons 
• Responsible for scheduling as per labour standards and payroll for all Front Office colleagues 
• Utilize Labour Management Program to assist with department scheduling 
• Maintain adequate stock of Front Office supplies and order when necessary within departmental budget 
• Provide support, guidance and leadership to the Front Office Leadership Team 
• Ensures awareness of all hotel activities and services and oversees the lobby area for cleanliness, maintenance, security and functionality 
• Ensure lobby presence is maintained 
• Balance operational, administrative and Colleague needs 
• Adhere to the hotels vehicle handling and safety policies while driving hotel and guest vehicles 
• Follow all safety policies and responsible of the emergency response in Royal Service, including fire panel. 
• Other duties as assigned 

Your experience and skills include: 

• Previous leadership experience, at least 3-5 years in a similar establishment, required 
• Previous Opera Property Management System experience required 
• Previous Fairmont or Luxury hospitality experience with a similar establishment or brand an asset 
• Computer literate in Microsoft Window applications required 
• Proven leadership abilities, in regards to coaching, developing, training, recruiting, etc. 
• University/College degree in a related discipline preferred 
• Must possess a professional presentation 
• Excellent communication and organizational skills  
• Strong interpersonal and problem solving abilities 
• Highly responsible & 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

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

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,  

• Salary of $65,000 - 75,000/year
• Subsidized staff accommodation assistance provided 
• One complimentary meal per shift in our staff cafeteria
• 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 Banff, Lake Louise & Whistler (subject to availability)
• Comprehensive wellness platform for employee mental health and wellbeing support
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, and Fairmont Jasper Park Lodge Golf Course
• Automatically added to our resort’s Colleague Lifestyle Program which includes access to staff activities and events
• Opportunity to develop your talent and grow within Fairmont Jasper Park Lodge and over 5,000 properties with Accor

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!

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: JPL.careers@fairmont.com  

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