To maximize guest satisfaction from pre-arrival through departure by adhering to the standards required by the Hotel and by handling all guest inquires with a friendly and accurate response.   

What is in it for you:

• Subsidized staff housing for full time status 
• Duty meal in our newly renovated staff cafeteria
• 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/fitness centre/spa/golf 
• Opportunity to develop your talent and grow within Fairmont Banff Springs and over 5,000 properties with Accor

What you will be doing:  

• Reporting to the Director of Front Office, responsibilities and essential job functions include but are not limited to the following: 
• Assist in attainment of occupancy targets as well as occupancy of the weekly and daily occupancy forecasts
• Actively involved in the continuous improvement of driving revenue and improving efficiencies
• Ensure guest satisfaction levels and standards of quality of service in addition to actively developing and implementing new systems and standards 
• Bring innovation and creativity to all aspects of the role
• Handling of guests comments and complaints, ensuring guests needs are exceeded 
• Interviewing and recruitment of Front Office staff
• Creating an environment that fosters improved morale and retention of employees
• Ensures efficient training and development of personnel by means of detailed systems and procedures in the Front Office (training manuals, fact sheets, internal coding systems, etc.)
• Oversees and participates in guest relations and directs arrangements for VIP and special attention reservations
• Gives effective support to staff for the work, which has to be done and assists in all matters pertaining to the Front Office, including Front Desk, Night Reception, and Overnight Switchboard 
• Organizes, co-ordinates and supervises  training, conduct regular training sessions and communications meetings
• Responsible for development and performance management of all Front Desk colleagues and leaders
• Coordinating and communicating pertinent information to all other departments to ensure the highest level of guest service
• Knowledge in emergency procedures, general crisis situation procedures and keeping health and safety in the forefront
• Ensures that all controls are in place and are adhered to, ie. rates, market codes, etc.
• Responsible for coordinating with the Convention Services Manager and the Guest Services Managers for all preparations for incoming conventions, groups and tours as well as all pre-arrival including blocking of rooms, convention resumes, special requirements and departure activities
• Maintain and assist the Front Office Manager on ongoing training and motivation programs
• Responsible for all details of employees administration, payroll forecasts, payroll administration on a daily, weekly and monthly basis
• Maintain and submit, to the Front Office Manager, approved staffing schedules on a weekly basis
• Responsible for personal cash float
• Ensure Fairmont policies and procedures are known, followed and enforced, promote the philosophy of empowerment within guidelines
• In all that we do create and be responsible for smart goals that help to achieve EOS, GSI, RevPAR, GOP AND VOG yearly objectives
• Acting Front Office Manager in the absence of the Front Office Manager 
• All other duties assigned by the Front Office Manager

Your experience and skills include:

• High School diploma
• Must be legally able to work in Canada 
• 2 years experience in a Front Office or Assistant Front Office Manager role
• Computer literacy required: Micros-Fidelio Property Manager version 2.6.3 e9 or another property management system, Excel, Word
• Dynamic, enthusiastic, creative, flexible leader who thrives under pressure and is able to perform multiple functions at the same time
• Excellent interpersonal and communication skills, both written and verbal
• Proven leadership skills which supports an environment of employee growth and development, interdepartmental teamwork and exceptional customer service
• A leader who will lead, teach, inspire our team to reach the next level of service
• Hotel Management Diploma an asset 

 
Your team and working environment:

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

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.

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
 
APPLY TODAY: For more information on working and living in Banff, please visit www.banffspringsjobs.com