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Lobstick Lodge Front Office Manager

3 months ago

Canada, CA The Fairmont Jasper Park Lodge Full time

Pursuit Collection Jasper, AB
Full-time

Job details

  • Job type: Full-time
  • Shift and schedule: Morning shift, On call
  • Location: Jasper, AB

What will be your daily pursuit?
The Front Office Manager is responsible for the smooth operation of the Front Desk Team at the Lobstick Lodge & Chateau Jasper. This position will provide leadership to a team of supervisors and front-line team members, working closely with our hotel management team. We are looking for a strong and energetic leader who is organized, detail-oriented, and passionate about hospitality.

What perks can you expect?
  • Work in a dynamic, culturally diverse team from around the globe
  • Seasonal work experience in iconic, unforgettable, and inspiring locations
  • Fast-paced and active position – get your step counter ready
  • The chance to work in an inclusive culture and make life-long friends
  • Opportunities for career growth or future work at other Pursuit locations
  • Access to one of the world’s most beautiful and iconic National Parks

What will you do in this job?
  • Reporting to the Hotels Manager, the Front Office Manager will provide leadership to a team of Front Desk Supervisors and Front Desk Agents at two of our properties in Jasper.
  • Oversee scheduling and training of the front office team, working closely with the Front Desk Supervisors.
  • Act as a Hotel Manager during absences and scheduled days off.
  • Responsible to carry an on-call phone for after-hours emergencies, up to five (5) days per week.
  • Collaborate with our Guest Services Manager, and act as a Jasper champion to ensure Standard Operating Procedures (SOPs) are enforced and consistent between properties and geographies.
  • Assist the Accounting Department with group billings and make required adjustments to guest reservations.
  • Learn the procedures of Front Desk Agent and Night Auditor and be available to work a variety of shifts including morning (7:00am-3:00pm), afternoon (3:00pm-11:00pm), and overnight (11:00pm – 7:00am).
  • Supervise the activities of hotel operations and report significant issues to the hotel management team for review and investigation.
  • Effectively handle all guest complaints, taking corrective action to prevent recurrence and convert the guest into a repeat customer.
  • Provide all frontline staff with tools and training to handle guest concerns and complaints in a consistent manner.
  • Assist the front office teams with overbooking situations, and coordinate room or property moves.
  • Ensure all staff are thoroughly familiar with the Hotel’s emergency procedures, and in a state of preparedness for any emergency.
  • Coordination of information with the Housekeeping, Maintenance, and Food & Beverage Teams.
  • Anticipate the needs of arriving, and in-house guests.
  • Monitor check-ins for group arrivals or suspected double bookings.
  • Ensure all computer equipment is in working order and request necessary fixes with the IT Team.
  • Be the primary lead to review and respond to online reviews for the hotels.
  • Ensures the Hotels look presentable to welcome arriving guests.
  • Enforces Hotel policies and disciplinary procedures.
  • Assists and orients new arriving employees.
  • Coordinates feedback on all reservation activities with the Hotel Managers.
  • Actively balance room inventory on a nightly basis, adjusting for any late-day changes.

What skills and experience do you need for this job?
  • Able to speak, read, write, and understand the primary language(s) used in the workplace.
  • Excellent communication skills, both verbal and written.
  • Most tasks are performed in a team environment with the employee acting as a team leader.
  • Able to work with minimal direct supervision.
  • Proven computer skills.
  • Experience in office procedures, ordering materials, and scheduling.
  • High school or equivalent education required, Bachelor’s Degree, or related technical school degree preferred.
  • Five to seven years in a major hotel, or building, including 2 years in a supervisory capacity.
  • All employees must maintain a neat, clean, and well-groomed appearance per Pursuit standards.

What will your work environment be like?
This position starts in February or March 2024
  • Beautiful. You’ll work in an iconic, unforgettable, and inspiring National Park. You’ll see amazing scenery and wildlife. You’ll participate in team events – and fun
  • Independent. You’ll spend your days in and around our historic hotel.
  • Remote. Our home is filled with trees, lakes, and blue-bird skies; rather than buildings, freeways, and smog. Connect with friends around a bonfire instead of through WiFi.
  • Busy. You need to be prepared for a physical working environment with walking, stair climbing, bending, reaching, lifting (up to 50 pounds with assistance) required.

This job description describes this role at a high level, but no document can anticipate every single task, issue, or project that could come up. We work as a team and believe that we succeed together – these job duties may change based on the needs of the team and company as a whole.

To handle this job successfully, any person hired must be able to perform responsibilities as described. Pursuit will make any reasonable accommodation to help a person with disabilities perform their job. This job is based in Alberta, Canada. Relocation to the area and the legal ability to work in Canada is required. #J-18808-Ljbffr