Director of Basin and Wellbeing

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!

As Director of Basin and Wellbeing at Fairmont Chateau Lake Louise, you will develop and execute short- and long-term strategies to position Basin Glacial Waters as the world’s leading thermal wellness destination. These strategies will drive excellence in colleague engagement, guest satisfaction, financial performance, health and safety, and environmental responsibility.

The Director oversees all aspects of The Basin's daily operations, ensuring alignment with brand standards, adherence to productivity and cost controls, and effective optimization of revenue opportunities. The ideal candidate will possess extensive wellness expertise and experience, maintaining Basin Glacial Waters’ status as the most significant thermal bathing facility to open in North America.

What you will be doing:
Reporting to Director of Operations, responsibilities and essential job functions include but are not limited to the following:

Operational Requirements

• Deliver a seamless, luxury wellness experience for guests at every touchpoint.
• Lead by example, upholding the highest service standards.
• Demonstrate expertise in FORBES and LQA audit standards, maintaining a visible presence on the floor and driving service excellence through TrustYou (VOG) results and adherence to hotel luxury standards.
• Actively participate in CLL’s Sustainability Program, identifying and implementing specific action items.
• Coordinate LQA action planning and improvement initiatives, collaborating across departments to enhance year-over-year performance and ensure consistent luxury service delivery.
• Oversee overall facility operations, including short- and long-term strategic planning.
• Develop and implement the annual marketing plan; identify new business and marketing opportunities.
• Set and achieve departmental goals aligned with measurable KPIs.
• Lead colleagues with motivation, guidance, and clear direction.
• Provide training and development for the operational leadership team.
• Ensure leaders deliver effective training and development for all departmental colleagues.
• Evolve Aufguss programming through creativity and innovation.
• Expand wellness offerings within The Basin and Fairmont Chateau Lake Louise, leveraging industry specialists and internal training.
• Act as liaison between Fairmont and the broader wellness industry.
• Conduct site visits and presentations for group meeting planners as needed.
• Promote and sell customized Basin programs to conference groups.
• Collaborate with Marketing to drive business and public relations through local partnerships, media, and community engagement.
• Support hotel packages and promotions within The Basin.
• Partner with Public Relations on Basin and hotel initiatives, contributing to the 12-month PR calendar, events, and media releases.
• Coordinate with advertising and promotional teams as required.
• Work with Hotel and Regional Sales and Marketing teams as needed.
• Maintain thorough knowledge of local competitors, including location, offerings, pricing, promotions, and sales strategies.
• Stay informed on current and emerging global wellness trends.
• Manage and deliver colleague training across all aspects of Basin operations, including guest relations, services, retail, and sales.
• Ensure effective communication across all hotel departments

Administrative Duties:

• Build and maintain professional relationships with all vendors; develop and manage product par levels.
• Constantly refine, adhere to and enforce all standard operating procedures.
• Submit monthly Basin benchmarking reports to senior leadership and the Corporate Office.
• Establish and maintain effective administrative controls including all SAQ SOPs and requirements.
• Support the recruitment, development, and training of all leadership and support positions.
• Conduct regular and effective departmental communication meetings.
• Maintain an open-door policy to ensure accessibility for all leaders and colleagues.
• Ensure consistent and visible leadership presence within the department and facility

Health and Wellness:

• Ensure colleagues have a complete understanding and adhere to the Hotel's policy relating to health, safety and wellness.
• Have complete understanding of and adhere to all company policies and rules including those relating to Fire, Hygiene and Safety
• Assist in the development and adherence of all departmental Emergency Procedures.
• Ensure all Basin colleagues are well versed in emergency procedures.
• Work with Sales and Marketing to create additional wellness programming within the hotel

Financial Responsibilities:

• Actively lead fiscal budgeting and analysis, including the development of annual budgets for the facility.
• Monitor payroll hours in accordance with Hotel occupancy and hotel administered service charges/gratuity reports.
• Monitor scheduling of all services and special programming.
• Submit month-end profit and loss statement and variance report to General Manager, within 3% of forecasted revenue and 5% of GOP.
• Generate monthly Facility Productivity Report.
• Measure Basin actual performance to budget.
• Administer operations and capital improvement budget preparation
• Review purchase requisitions and expenditures to ensure they are kept within a zero-based operating expense budget.
• Review of remuneration of all salaried employees and independent contractors.

Employee Relations:

• Ensure BASIN department maintains a positive relationship with all departments in the Hotel.
• Lead development of facility's Manpower plans.
• Lead development and follow-up of Wellness Operations Managers’ goals.
• Establish short-term and long-term goals for each supervisor and review status of each goal on a monthly basis.
• Responsible for supervising all aspects of employees i.e. recruitment, recognition, progressive corrective action, etc.
• Ensure appropriate job task training programs are in place for all facility colleagues.
• Ensure all BASIN colleagues adhere to hotel standards as stated in the employee handbook.
• Ensure performance appraisals are conducted in a timely manner.
• Ensure the facility is in peak operating condition at all times.
• Ensure guest satisfaction at all times by ensuring that safety and service is always BASIN’s first priority.

 Your skillset and experience include:

• Minimum of 5 years experience in management position in a Resort spa or related field.
• Bachelor’s Degree in Business Administration, Tourism, Hotel and Restaurant Management or related major an asset
• Experience in the hospitality industry an asset.
• Human Resources experience an asset.

Job Perks & Benefits:

• 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)
• Opportunity to develop your talent and grow within Fairmont Chateau Lake Louise and over 5,000 properties with Accor
• One complimentary meal per shift in our colleague dining room (additional meals can be purchased for $5/meal)

Visa Requirements: Must be legally authorized 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.lakelouisejobs.com to learn more about Fairmont Chateau Lake Louise 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: CLL.Careers@Fairmont.com

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.

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