Director, Housing and Lifestyle Operations (Full Time Permanent)

Fairmont Jasper Park Lodge is seeking a highly engaged, motivated and dynamic individual to take on the role of Director, Housing and Lifestyle Operations. Given the unique environment of FJPl, it is critically important that the Heartist journey be cared for in the same manner as the Guest journey. With 90% of our Heartists living and working on property, whether it be with families, a roommate or on their own, it is vital to the recruitment and retention of our property to ensure these individuals are provided with tailored experiences that meet their day to day living needs as well as contribute to driving their overall engagement and well-being. This position will be accountable for overseeing the Heartist journey from arrival to departure in housing and everything else in between. This individual will be required to successfully lead the Housing team, create welcoming arrival experiences - ensuring we have the right people in the right places, manage tenant relationships, tailor the departure experiences, care for the physical asset and develop programming to improve our Employees’ wellbeing in all areas of their lives.

 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 Director, Talent & Culture, responsibilities and essential job functions include but are not limited to:

Heartist Relations

• Provides all Heartists with flawless, proactive and sincere colleague services from an engaged and empowered workforce committed to creating consistent memorable experiences
• Acts as ambassador and spokesperson to all Heartists; responding timely and consistently to internal & third party concerns; fielding issues with other departments under the scope of responsibility
• Demonstrates a commitment to Service Excellence through visible presence on the floor within the Resort & Housing community; leads the strategic implementation of Housing satisfaction with improvement activities measured through a response system that obtains feedback through regularly conducted Housing surveys
• Drives innovative concepts & promotions; creating a destination of choice for both employees at work and within JPL’s Housing community to drive higher retention as well as improved recruitment related marketing
• Collaborates with all departments within the Resort regarding Heartist feedback @work & within the Housing community; review reports and analyze feedback patterns including the development of strategies for service & engagement improvements; ensure follow-ups completed in a timely manner 

Live

• Implements a “Problem Resolution Process” similar to SCORE & #OWNIT within the Heartist @work and the Housing community; communicating with Heartists and ensuring that issues are being resolved in a timely manner; establish monthly reporting system that allows potential issues to be solved proactively
• Develop a meaningful “Heartist Experience Cycle” process that emulates the Guest Experience Cycle within the Resort; ensuring appropriate communication is in place and Heartists feel heart-warmed and welcomed from pre-arrival to post departure 
• Manages the arrival/departure inspection process; ensuring each new resident is provided appropriate, clean and well maintained Housing; assuring quality of units and supplies are maintained and in good repair
• Adheres to all environmental practices; implementing creative ideas for new initiatives, working in collaboration with the Sustainability Manager; driving JPL’s Sustainability Program / Planet 21 in the Housing community
• Effectively assesses the needs of residents in regards to ongoing building maintenance as well as short and long term Capital needs, plan and submit budget accordingly
• Oversees the day-to-day Bean operation; ensuring Heartist satisfaction of food & beverage offerings; developing programming of Bean activities & special promotions; auditing cleanliness & hygiene requirements and communicating results to the F&B division; collaborating with relevant departments on improving measures

Work

• Ensures that monthly financial outlooks and results for Housing are accurate; maintains divisional efficiency/productivity and essential Heartist services; maximization of revenues and effective cost control
• Develops the annual Housing & Heartist events budget from a revenue, cost, productivity, and efficiency perspective; coordinating Housing capital planning with related Resort & ownership representatives; involvement  in the development and execution of hotel wide strategic planning
• Coaches and mentors Heartists; empowering colleagues in Housing and at the Bean to exceed Heartists expectations & provides a path for career development & growth within AccorHotels
• Creates and maintains effective scheduling practices to ensure adequate staffing levels that satisfy business needs, while following the Collective Bargaining Agreement
• Assures effective performance management through focus on Heartist development, training, problem resolution; maintaining up-to-date records on performance and audits, attendance, grooming, service deficiencies, schedules, labour costs/payroll, and late/absenteeism; driving a culture of accountability, reward & recognition 
• Leads the Housing team to maintain superior colleague engagement within the department & across the Resort through action planning as a result of the Employee Engagement Survey
• Builds and maintains employee relationships; conducting monthly communication meetings; ensuring appropriate and timely recognition for individuals and teams;  participating / organizing Resort recognition events
• Proactively builds, develops, maintains and manages strong working relationships with all other departments, corporate sponsors; regional support teams and destination / tourism partners
• Coordinates collaboration with Ecolab for third party cleanliness & hygiene trainings and audit systems
• Promotes health, safety and wellbeing of all Heartists @work and with the Housing community by having in-depth knowledge of the Hotel's crisis and emergency procedures; responsible for crisis management within the Housing community; collaborating with the Director Loss Prevention on drills, training & audits
• Networks with peers in the CWMR region & within our industry; reviews industry trends for new and innovative services and product opportunities
• Directs and maintains the safety, repair, maintenance and sanitation of both front and heart of house operations per provincial health regulations & Ecosure standards in all Heartist public areas & within the Housing community
• Shows creativity in seeking solutions to a myriad of problems and concerns that may arise on a daily basis from residents; being comfortable dealing with concerns that may be of a very personal nature is imperative
• Communicates, administers & enforces policies and procedures outlined in Staff Housing Policy Guide & Contract with all residents; maintaining all necessary records and prepares annual program goals and objectives
• Manages an onboarding and buddy system for all new colleagues in the form of Peer Support

Play

• Provides a high level of colleague satisfaction and engagement through effective communication and counseling
• Chairs a Social Committee and provides direction on social events for colleagues, working with T&C on large Hotel sponsored events; being actively involved in all employee recognition events, and regularly hold focus groups with colleagues to determine needs; Liaises with local suppliers for planning and organizing staff activities
• Coordinates, executes, owns and chaperones a variety of recreational programs, leagues, activities and events for employees as well as outings off the FJPL property 
• Develops programming for all Heartists, not just those in Housing, in order to enhance the overall FJPL experience; participates actively in this programming
• Creates and advertises a monthly calendar and 3 month brochure of events that are taking place in the area for Heartists to participate in
• Develops and presents a Heartists experience strategy; presenting programs to new Heartists in orientation

Wellbeing, Health & Safety

• Provides and ensures Heartists work and reside in a safe environment; including the management of health screenings, contact tracing & isolation requirements based on health orders and/or prevention measures 
• Schedules of regular room checks / audit within the Heartist Housing area
• Oversees the successful operations and cleanliness of all common areas within Heartist areas
• Works with T&C to create wellness initiatives and programs for employees

Other

• Works a flexible schedule that meets business demands, including weekends and holidays
• Maintains the strictest confidentiality at all times on all matters pertaining to management and Heartist matters
• Supports all Fairmont brand and AccorHotels initiatives, complies with all policies , procedures and code of ethics
• Adheres to the hotel’s vehicle handling and safety policies while driving hotel and vehicles
• Performs other duties as assigned

Your experience and skills include:

• Minimum of five years hotel management experience required
• Bachelor’s Degree and/or Hotel Management Degree preferred
• Previous experience working with a luxury brand is a strong asset; Resort Experience an asset
• Exceptional communication and interpersonal skills and strengths in innovation, energy, and results-orientation.
• Must be results oriented with proven abilities to resolve issues
• Ability to effectively manage challenging situations; balancing empathy with assertiveness is key

• Computer literacy (Opera, Word, Excel, PowerPoint)
• Ability to understand and interpret financial data
• Positive attitude and supportive, team based approach towards the attainment of the hotel's goals
• A proven record of leadership and team development necessary

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 making this a great place to develop lifelong connections   

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 AccorHotels?

We are much more than a world leader. We are more than 250,000 hoteliers with a purposeful and heartfelt mission: to make every guest Feel Welcome in our 4,500 addresses and on our digital platforms.  We are committed to a culture and guided by our values that make our talent Feel Valued. We want them to express their passions every day and realize their full potential through exemplary professional development and growth opportunities, enjoying a life filled with unlimited experiences. To connect with us, please visit https://www.accorhotels.jobs/home.aspx