Assistant Front Office Manager

4 weeks ago

Jasper, Canada FAIRMONT Full time

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.

**Job Description**:
**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**:

- Subsidized staff accommodation provided on-site for full time status
- Competitive extended benefits package including medical, vision and dental for full time permanent status
- Employee Travel Program
- 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

**What you will be doing**:
Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

- Consistently offering professional, friendly and engaging service
- 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
- Assisting the Front Office Manager and Director of Front Office in all aspects of the department
- Ensuring proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
- 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
- Assisting guests regarding hotel facilities in an informative and helpful way
- Reviewing arrivals, and ensuring that special requests are met, so that service is anticipatory
- Ensuring accurate billing is completed upon guest departure
- Acting as a liaison for all departments within the hotel
- Following all safety policies, including emergency procedures and vehicle policies
- 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
- Taking ownership of performance management including one on one coach & counsel sessions, maintaining performance logs and conducting performance reviews
- Establishing initial department training as well as ongoing training on new systems, programs and processes in the department
- 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 all necessary crisis and emergency procedures are in place to meet hotel standards and that all agents are fully trained to handle emergency procedures
- Ensuring all key control procedures are followed
- Handling Guest concerns and reacting promptly, logging, notifying proper areas and ensuring the utmost satisfaction in resolutions
- Assist in growing Accor Live Limitless memberships, by consistently enrolling new members, and encouraging colleagues to do so
- Driving GOP through meeting or exceeding the upgrade and walk in goals
- Balancing operational, administrative and Colleague needs
- Following all safety policies
- Completing other duties as assigned

**Qualifications**:
**Your experience and skills include**:

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

**Your team and working environment**:

- Fast-paced, upscale, luxury hotel
- Close proximity to Marmot Basin Ski Resorts in winter and world-renowned hiking trails in summer
- Hospitality employees worldwide mak

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