Director of Front Office

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!  

Fairmont Jasper Park Lodge is undergoing an exciting multi-phase resort transformation, including newly renovated guest spaces, an enhanced Front Desk experience, and evolving service models. This is a unique opportunity to join a dynamic environment where you will play a key leadership role in shaping the Front Office strategy and defining the guest arrival and departure experience as new spaces and service initiatives come online.

At Fairmont Hotels & Resorts, engaging, sincere, and personalized service is at the heart of turning moments into lasting memories. As Director of Front Office you will provide strategic leadership to the Front Office team, fostering a culture of service excellence while driving operational performance and colleague engagement. You will lead and develop a team of leaders and service professionals, oversee all aspects of Front Office operations, and ensure exceptional guest experiences aligned with luxury service standards.

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 
• 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 
• Provide strategic leadership, coaching, and mentorship to the Front Office leadership team to support professional development, succession planning, and long-term talent growth.
• 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 
• 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 Front Office leadership experience, at least 3-5 years 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 
• University/College degree in a related discipline preferred 
• Ability to work well under pressure in a fast paced environment 

Visa Requirements:
Candidates must be legally eligible to work in Canada. While preference will be given to applicants with existing work authorization, the hotel may consider supporting qualified candidates through select immigration pathways, such as Francophone Mobility or International Experience Canada (Young Professionals), based on eligibility and business needs

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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