Director, Guest Experience

Fairmont Jasper Park Lodge is seeking passionate and adventurous individuals to join our incredible team here in the Canadian Rocky Mountains. Our hotel offers a wide variety of jobs in over thirty departments and is sure to have something that sparks your interest. We pride ourselves on the work/play lifestyle that working in Jasper National Park provides and we do our best to ensure your quality of life is elevated when working for us. If you have ever dreamed of working in Jasper, don't miss out on this opportunity. 

Director, Guest Experience & VIP Concierge

As Director of Guest Experience at Fairmont Jasper Park Lodge, you will provide vision and leadership that fosters an engaged team ensuring quality, efficiency and superior luxury service. You will play a key role in driving customer engagement, while helping to grow brand awareness. The successful Director of Guest Experience candidate is a leader who enjoys a challenge balancing all stakeholders’ expectations by driving engaged and dynamic customer interactions. Jasper Park Lodge’s Director of Guest Experience showcases passion for superior guest service, attention to detail, personal care & attention to all guests as well as providing cutting edge learning experiences, driving the definition of luxury hospitality at Fairmont Jasper Park Lodge. The Director of Guest Experience will drive collaboration across all departments, oversees the customer service recovery process, and is the champion for Accor’s loyalty program. In addition, the successful candidate is responsible for overseeing our Luxury Signature Cabins and VIP Guests as well as our Concierge Services & Butler team, creating exceptional customer experiences from pre-arrival to post departure.

What is in it for you:

• Subsidized staff accommodation provided on-site for full time status
• Competitive extended benefits package including medical, vision and dental for full time permanent status
• Employee Travel Program
• Comprehensive Wellness Platform
• Discounts on food & beverage/spa/golf
• Opportunity to develop your talent and grow within Fairmont Jasper Park Lodge and over 5,000 properties with Accor

What you will be doing:  

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

• Provides the guest with flawless, proactive and sincere luxury services from an engaged and empowered workforce committed to creating a memorable experience
• Lead all departments for VIP arrivals using pro-active communication by preparing/executing daily operations meeting.
• Champions Accor’s loyalty program, consistently delivering tier related benefits, driving on-property enrolments and coordinate goals with other departments, ensuring points are being credited in a timely manner, preferences are being updated and profile integrity is maintained at all times.
• Champion training property wide for the Accor Loyalty program
• Coordinate with the region to align our standards & processes
• Acts as ambassador and spokesperson to all customers; promotes tailored services to VIPs and loyal guests; responding timely and consistent to customer & third party concerns; fielding issues with operational departments under the scope of responsibility
• Demonstrates a commitment to Service Excellence through visible presence on the floor; leads the strategic implementation of customer satisfaction improvement activities measured through VOG (TrustYou) and in keeping with our luxury standards of service delivery

• Spearheads the Problem Resolution process SCORE & #OWNIT for the hotel; communicating with guests ensuring that issues are being resolved during the stay; establishes a monthly reporting system that allows to solve potential issues proactively; tracks, trains, analyses and to reduce trend defects 
• Leads the innovation process in all areas of the hotel and provides leadership in the change of organization culture by ensuring that the hotel is a trendsetter in the industry through development and implementation of innovative luxury products, services and processes; increasing the relevance and luxury positioning of Jasper Park Lodge.
• Acts as main contact for all VIP guests, collects their information and preference to create tailored experiences and establish relationships with aim to build loyalty; handles any VIP requests that are requested by the Executive Offices; provides luxury experiences to all guests celebrating special occasions & anniversaries
• Participates in Fairmont’s service improvement planning, supports Problem Free Stay initiatives Committee             
• Analyze guest satisfaction results; directly follow up on any guest concerns throughout the day to ensure complete satisfaction & loyly, ensures to engage with customers in a timely manner through multiple avenues; reviews monthly reports and analyzes feedback review patterns; develops strategies for luxury service and product improvements based on provided guest feedback
• Engages in the recruitment, selection and development process; manages a related colleague succession plan
• Coaches and mentors colleagues; empowers colleagues to exceed guest expectations & provides a path for career development within Accor’s multiple hotel brands
• Creates and maintains effective scheduling practices to ensure adequate staffing levels that satisfy guest and business needs, while following the Collective Agreement.
• Demonstrates, and holds the team accountable to, the highest standards of internal and external luxury customer service at all times.
• Effective performance management through focus on colleague development, training, problem resolution, maintain up-to-date records on performance and audits, attendance, grooming, service deficiencies, schedules, labour costs/payroll, and late/absenteeism.
• Leads the Concierge & Butler team to maintain superior colleague engagement through action planning as a result of the Employee Engagement Survey including continuous improvements
• Ensures colleague concerns are resolved in a professional and timely manner
• Builds and maintains employee relationships; conducts monthly communication meetings; ensures appropriate and timely recognition for individuals and teams;  participates in organizing divisional and hotel recognition events
• Proactively builds, develops, maintains and manages strong working relationships with all other departments, corporate sponsors and tourism partners
• Involved and active within hotel committees; plays an integral role in strategic sustainability planning; ensures environmental initiatives are adhered to, and new and innovative environmental opportunities are implemented
• Promotes health, safety and wellbeing of our guests and co-workers by having in-depth knowledge of the Hotel's crisis and emergency procedures;
• Member of hotel crisis management team; understands and implements the corporate crisis communication procedures
• Networks with peers in the CWMR region & within our industry; reviews industry trends for new and innovative service and product opportunities
• Complies with Fairmont Hotels & Resorts / AccorHotels policies, procedures and code of ethics; ensures Service Essentials and Brand Standards are in place and executed 
• Participates actively in Jasper’s accommodation community, collaborate & develop relationships with important business partners and sponsors
• Works a flexible schedule that meets business demands, including weekends and holidays.
• Maintains the strictest confidentiality at all times on all matters pertaining to management, staff and guest related matters
• Supports all Fairmont brand and Accor related initiatives
• Provides leadership and participation in relevant hotel & community events
• Adheres to the hotel’s vehicle handling and safety policies while driving hotel and guest vehicles
• Performs other duties as assigned by the Director of Front Office or senior hotel leadership

Your experience and skills include:

• Previous Guest Experience role is required
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
• Must have a passion for outstanding guest service, excellent communication, attention to detail and organizational skills
• Must have the ability to handle a multitude of tasks and guest requests
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable with the ability to work independently and prioritize responsibilities
• The proven ability to delegate and follow up with projects and tasks
• The passion and drive to train coach and teach your fellow colleagues and leaders property wide
• Must possess a professional presentation
• 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

Your team and working environment:

• Fast-paced, upscale, luxury hotel
• Close proximity to Marmot Basin Ski Resorts in winter and world-renowned hiking trails in summer
• Hospitality employees worldwide making this a great place to develop lifelong connections
• Sitting: 0-1 hrs/day
• Walking: 7-8 hrs/day
• Standing: 7-8 hrs/day
• Bending/Reaching: 0-3 hrs/day
• Pushing/Pulling: 0-3 hrs/day
• Physical effort: medium, required to lift up to 50lbs
• Environmental stress: busy atmosphere   

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

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. 

APPLY TODAY: You can find out more about life working at Fairmont Jasper Park Lodge - Jasper Park Lodge | Fairmont Mountain Meetings | (fairmontmtnjobs.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. 

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
Discover the life that awaits you at Accor, visit https://careers.accor.com/ Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS