Assistant Front Office Manager

Company Description

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.

Assistant Front Office Manager

Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into memories at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as an Assistant Front Office Manager, you will lead, train and recognize your team in support of exceptional guest service!

What Is In It For You

• Comprehensive Wellness Platform (LifeWorks)
• 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
• Competitive extended benefits package including medical, vision and dental for full time permanent status
• Subsidized staff accommodation provided on-site for full time status
• Employee Travel Program

What You Will Be Doing

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

• Driving GOP through meeting or exceeding the upgrade and walk in goals
• Reviewing arrivals, and ensuring that special requests are met, so that service is anticipatory
• Assisting the Front Office Manager and Director of Front Office in all aspects of the department
• Ensuring all key control procedures are followed
• Assisting guests regarding hotel facilities in an informative and helpful way
• Ensuring all necessary crisis and emergency procedures are in place to meet hotel standards and that all agents are fully trained to handle emergency procedures
• Following all safety policies
• Completing other duties as assigned
• Taking ownership of performance management including one on one coach & counsel sessions, maintaining performance logs and conducting performance reviews
• Providing day to day operational and managerial support for Front Desk, Concierge & Butler, Guest Services, Royal Service, Tours department, and ensure all service standards are followed
• Training, inspiring, developing, and recognizing Front Office division colleagues including Front Office and Tours, and Royal Service in the absence of Royal Service Manager and Supervisor
• Following all safety policies, including emergency procedures and vehicle policies
• Communicating through pre-shift logs, emails and departmental meetings, all pertinent information for the respective shifts and areas of operation
• Handling Guest concerns and reacting promptly, logging, notifying proper areas and ensuring the utmost satisfaction in resolutions
• Ensuring proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
• Assist in growing Accor Live Limitless memberships, by consistently enrolling new members, and encouraging colleagues to do so
• Acting as a liaison for all departments within the hotel
• Ensuring service standards are met with respects to guest satisfaction in Voice of the Guest by ensuring that all guest issues/complaints receive prompt action and follow up
• Ensuring accurate billing is completed upon guest departure
• Consistently offering professional, friendly and engaging service
• Balancing operational, administrative and Colleague needs
• Establishing initial department training as well as ongoing training on new systems, programs and processes in the department
• Supporting Company and Hotel policies and procedures including promoting and participation in Employee Engagement Survey (EES), Fairmont Standards which include LQA, Health and Safety, and Voice of the Guest (VOG) initiatives

Qualifications

Your experience and skills include:

• Must possess strong interpersonal and problem solving abilities
• Must have a valid Full Canadian Driver’s License
• Must be highly responsible & reliable
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Previous leadership experience at a luxury setting an asset
• University/College degree in a related discipline an asset
• General knowledge of key departments, including Housekeeping and Maintenance an asset
• Ability to work flexible days and hours
• Must possess a professional presentation
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to work well under pressure in a fast paced environment
• Computer literacy in Microsoft Windows applications required
• Previous Opera PMS experience required
• Excellent knowledge of Front Office and Hotel procedures required

Your Team And Working Environment

• Close proximity to Marmot Basin Ski Resorts in winter and world-renowned hiking trails in summer
• Fast-paced, upscale, luxury hotel
• Hospitality employees worldwide making this a great place to develop lifelong connections

Additional Information

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

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