Director of Front Office

Salary Range - $85,000 - $95,000

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!

What is in it for you:

• 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)
• Comprehensive wellness platform (GreenShield+) for employee mental health and wellbeing support
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, and Spa 
• 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 Chateau Lake Louise and over 5,000 properties with Accor

Director of Front Office

As a Director of Front Office, you will show your strategic leadership and interpersonal strengths to maximize the Rooms Operations. You will be responsible for the delivery of five star luxury guest services, through adherence to service standards, driving service enhancements, whilst consistently building colleague engagement

What you will be doing:  

• Lead the function in all areas of the Front Office Division: Front Desk, Guest Services, Concierge and Royal service. 
• Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Review departmental profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues
• Conduct daily briefings with all teams and review all information pertinent to the day’s business
• Prepare weekly work schedules in accordance with the staffing guidelines and labor forecasts; adjust schedules to meet business demands
• Conduct weekly meetings with departmental managers and review all information pertinent to the week’s business
• Observe and review guest feedback / comments and provide coaching with staff to ensure guest needs are being met
• Monitor and handle guest complaints in an expedient and effective manner, effectively managing RPS while monitoring for any trends and responding directly to guests as necessary. 
• Acts as the ALL Limitless program champion and drive loyalty , manage the hotel yearly target and ensure training and teams collaboration to enhance the program delivery
• Manage Hotel room inventory on a daily basis.
• Provide training and development opportunities for all Heartists.
• Conduct annual / semi-annual performance reviews for all managers; provide performance feedback to all staff; handle disciplinary problems and counsel managers and staff
• Facilitate divisional and departmental management monthly/ weekly meetings
• Cooperates with the Finance team and ensures compliance of credit policies and SAQ procedures.
• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Fairmont Standard Operation Procedure  as well as Leading Quality Assurance (LQA) and Forbes standards, and aims to achieve the scores and goals set by the hotel
• Oversees the handling and follow-up of any security incident, guest complaint, and always reinforces hotel values.
• Acts according to hotel emergency and crisis management procedure
• Establish and champion SLS specific Standard Operating Procedures (SOP’s) for the Front office Division. 
• Attend, lead, and participate in various hotel and departmental meetings. 
• Interview, train, and manage all talent in the Front Office Division.
• As a member of the leadership team you will be expected to role model our culture and take collective responsibility for the effective running of the Front office division and playing an ambassadorial role for colleagues as required
• Lead the Employee engagement performance (EES) of the Front office teama ensuring it is effectively managed through focus on colleague training and development, problem resolution, coaching, succession planning and holding teams accountability for delivering the Fairmont service standards
• Driving a high performance culture, setting clear expectations, empowering your team and holding them accountable for delivering our Mission
• Performs any duties and special projects as requested by management

• A minimum of two year’s Front Office management experience in a luxury hotel required
• Previous experience with Opera system required
• Computer literate in Microsoft Window applications required
• University/College degree in a related discipline preferred
• Ability to lead by example, believe in a strong team culture and set the scene for high performance
• Self‑motivated, with the ability to make effective decisions
• Demonstrates initiative, and the ability to multitask and work with minimal supervision
• Ability to maintain high service levels under pressure
• Ability to consistently stand and walk throughout shift
• You are an excellent relationship builder, confident in working with other teams and leaders; you are passionate about what we can achieve together. 
• You take ownership of important issues, solve problems, and make effective decisions. 
• You are up for doing things differently and trying (almost) everything once. 
• You want to be part of a team that works hard, supports each other and has fun along the way.
• Solid business / financial acumen with good understanding of luxury hotel operations
• Ensures security and confidentiality of guest and hotel information in accordance to company GDPR data security act
• Maintain complete knowledge of:
  • All hotel features/services
  • All room types, numbers, layout, décor, appointments and locations
  • All room rates, special packages and promotions
  • Daily house count and expected arrivals/departures
  • Previous day’s pickup and anticipated business levels
  • Room availability status for any given day
  • Scheduled in-house group activities, locations and times
  • All hotel and divisional policies and procedures

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.

Visa Requirements: Applicants must be legally eligible to work in Canada.

APPLY TODAY: We encourage you to visit our website to learn more about living and working in Lake Louise! www.lakelouisejobs.com

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

About Fairmont Hotels & Resorts: At Fairmont Hotels & Resort 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!

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.

If you are contacted by a Recruiter, kindly inform them at any stage of the recruitment process if you will need support or accommodations.

Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: cll.careers@fairmont.com

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS