Fairmont Gold Manager

Join the team at Fairmont Banff Springs. Set in one of Western Canada’s most spectacular alpine destinations, Banff offers a unique community of hospitality enthusiasts, outdoor adventure seekers, artists, entertainers, and families alike. It's the perfect work/life combination.

Fairmont Gold is a hotel within a hotel where the art of exceptional service is elevated to create an exclusive personal experience. This experience showcases amenities such as a private reception desk and a comfortable Guest lounge. Fairmont Gold is dedicated to a consistent high quality of service designed to meet the needs and expectations of the discriminating business executive and leisure traveler. Fairmont Gold has an exclusive, dedicated and attentive team that provides the finest level of service and commitment to hospitality excellence.

The Fairmont Gold Manager is a vital element in Fairmont Gold’s “level of perfection.” This individual has a dynamic personality coupled with the mindset of a great business thinker. They embody the traits of a politician being able to communicate and motivate all supporting departments regardless of how they fell about the product; the role of nurturer in being able to foster relationships that vary with each Guest. To summarize an effective Fairmont Gold Manager should be the proverbial “Jack of all trades and master of all.”

Reporting to the Director of Front Office, the Fairmont Gold Manager is responsible for ensuring the smooth and efficient operation of all aspects of the Fairmont Gold Operations, while consistently achieving exemplary guest service and adhering to Fairmont policies and procedures.

Competitive Salary: $73,000 - $75,000 gross annually, based on previous experience & education.

What you will be doing:  

• Daily supervision of the Fairmont Gold Operation to ensure the highest level of guest satisfaction and Fairmont Standards are followed at all times
• Working with the In Room Dining team to ensure Fairmont Gold Lounge operations are supported.
• Daily, reviewing Fairmont Gold reservations to ensure all guest requests are met
• Unparalleled attention to detail with respect to every facet of the operation
• Use the Fairmont Revenue Management philosophies to control the Fairmont Gold room inventory including upgrades, up sells, out of order rooms, sell outs, preventative maintenance and special room projects
• Build a strong working relationship with the Front Office (Front Desk, Concierge, Bell/Door and Royal Service) and Housekeeping departments to sell and promote Fairmont Gold within the hotel
• Establish and maintain communication with all Fairmont Gold Colleagues on a daily basis
• Provide strong and effective communication with all other department, highlighting Fairmont Gold requirements to ensure that proper level of service to our guests
• Take ownership of all capital and special projects specific to Fairmont Gold
• Create new initiatives that will surprise and delight our Guests providing that special touch expected when staying on Fairmont Gold
• Maintain and provide clear, concise, and accurate information to guests about attractions, dining, special events, and other available services
• Develop and maintain contacts with counter parts in other Fairmont properties as well as other hotels and hospitality services in the area
• Maintain and report deficiencies in the department and knowledge of all safety and emergency procedures
• Supervise all contributing Colleagues who provide services to the Fairmont Gold area to ensure that the appropriate service levels are provided and achieved at all times
• Provide service that consistently exceeds out internal and external guest expectations always leading by example
• Maintain financial accountability with labor costs and departmental expenses
• Handle and resolve guest’s complaints, including follow up in a timely manner and proper communication in the daily log
• Actively seek feedback from employees and guests, including follow up and action to improve Forbes, Trust You, EES and LQA results
• Adhere to health and safety policies and procedures as outlined by the Fairmont Banff Springs

Your experience and skills include:

• Must have an entrepreneurial spirit
• Must be passionate about guest service, relentless in creating “wow” experiences
• Must be an innovator, with the mindset of constantly analyzing our product and services
• Must be able to inspire a team to achieve the ultimate luxury experience
• Impeccable presentation
• A minimum or 2 years, 4-diamond hotel front office operations experience an asset
• Familiarization with Forbes Auditing process and standards
• Must have a proven record of exceeding guest expectations and commitment to guest service
• Excellent leadership, written and verbal communication, and interpersonal skills
• Self-motivating with the initiative and ability to complete projects and tasks in a timely manner
• Great organizations skills with a proven ability to work under pressure
• An operations knowledge of Property Manager and Microsoft Office Suite an asset
• Diploma or Degree in Hospitality Management is an asset
• Knowledge of a second language and its application in the hotel/hospitality industry an asset

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

Job Perks & Benefits:

• 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 $4/meal)
• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics, Fertility Drugs and Gender Affirmation 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 – exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Fairmont Resorts in Lake Louise, Jasper & Whistler
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Banff Springs Golf Courses

APPLY TODAY: Whether you're just launching your career or looking for a new adventure, we invite you to visit www.banffspringsjobs.com to learn more about Fairmont Banff Springs 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: bsh.careers@fairmont.com