Assistant Guest Services 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!

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

As Assistant Guest Services Manager, you will lead our Guest Services team in delivering exceptional and memorable experiences. Your role will entail managing the day-to-day operations of the Bell Desk and Valet, further developing our talented team members and providing a world class guest service for which we are known. 

What you will be doing:

• Ensure all reporting and analysis is completed and communicated in a timely manner
• Recruit and train team members on delivering luxury, personalized service
• Ensure regular and frequent training is conducted including comprehensive new colleague orientation.
• Ensure that all policies, procedures, legislative requirements are followed with regard to personnel, security, guest relations, safety, etc
• Brief and debrief staff, hold regular departmental meetings, actively encourage communication with other departments within the hotel
• Ensure adequate supply of materials and equipment in accordance with the departmental budget
• Ensure that standards of punctuality, staff appearance and Grooming are maintained at all times in accordance with Fairmont Grooming policies
• Encourage teamwork and innovative ideas to develop a motivated work force
• Monitor customer service levels and coach employees with alternative methods of responding to customer requests
• Collaborate with leaders in the Rooms division to ensure seamless service and operation
• Oversees the handling and follow-up of any security incident and guest complaint and always reinforces hotel values.
• Communicate operational needs and pertinent information to necessary teams through daily pre-shift briefings, emails, monthly meetings, etc.
• Maximize Parking revenue through Parking Operations balancing, and implementing supporting agreed upon Revenue Management strategies and practices
• Maximize Teams productivity through effective staffing and scheduling
• Engage colleagues through active leadership, timely action planning, consistent communication, and through implementing or maintaining colleague monthly meaningful recognition programs
• Act as a role model for our brand’s mission, service culture, and values
• Carry out opening and closing procedures for Guest Service department, as well as maintain proper Guest service staffing coverage at all times
• Ensure Guest service daily programs and activities are communicated to all resorts, guests, and resort partners
• Perform any additional duties or responsibilities as delegated by the Guest service Manager or their designate

Your experience and skills include:

• Service focused personality is essential and previous leadership experience required
• Extensive knowledge of Front Office operations
• Prior experience working with Opera or a related system
• University degree or hotel management diploma an asset
• Proven ability to build and maintain good relationships with all stakeholders
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• Multi-tasker that is highly organized, detail-oriented, and able to manage conflicting priorities
• Ability to lead by example, believe in a strong team culture and set the scene for high performance
• Ability to work flexible schedule, including rotating shifts (AM/PM/Overnight/ Split shifts ), weekends, holidays, and extended hours when needed
  
  Physical Job Requirements include:
• Dynamic, fast-paced team environment
• Split time between walking/standing/being on floor and being at desk
• Occasional lifting and carrying up to 50lbs
• Occasional kneeling, pushing, pulling, bending
• Occasional ascending or descending ladders, stairs and ram
• Establish and lead a high-performance Guest Service center to meet and exceed guest expectations
• Greet and assist guests in a manner that models exemplary conduct to other employees
• Periodically monitor interactions of Guest Service Agents with guests to ensure quality control

Visa Requirements: Applicants must be legally authorized 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