Front Office Supervisor

Fairmont Hotels & Resorts; Fairmont Hot Springs; On-site; CAD 40,542 - 44,372; Full time

Benefits offered by this job

Staff accommodation

Free meal per shift

Benefits package

Pension plan

Travel program

Travel discounts

Facility discounts

Job summary

Fairmont Banff Springs in Alberta invites you to join its Front Desk and Royal Service teams, delivering exceptional guest experiences in one of Western Canada's premier alpine resorts.

As a Front Desk Supervisor, you will lead and coach the Front Desk and Royal Service Supervisors, mentor colleagues, and uphold Fairmont's standards while fostering a respectful, safe, and service‑oriented environment.

Qualifications

• Minimum 1 year supervisory Front Desk experience in a large hotel.
• Strong knowledge of Opera PMS, Word and Excel.
• Graduate of Hotel Management or Hospitality program is an asset.

Responsibilities

• Supervise daily activities of Front Desk and Royal Service teams.
• Coordinate arrival/departure experiences with VIP guests.
• Lead, teach, and mentor Front Desk staff; conduct performance evaluations.
• Ensure service recovery and handle guest issues.
• Uphold hotel standards and safety procedures.

Skills

Front Desk Supervisory Experience

Opera PMS

Word & Excel

Education

Hotel Management or Hospitality program

Tools

Microsoft Word

Microsoft Excel

Job description

Who We Are

Join the team at Fairmont Banff Springs. Set in one of Western Canada’s most spectacular alpine destinations, Banff offers a unique community of hospitality enthusiasts, outdoor adventure seekers, artists, entertainers, and families alike. It's the perfect work/life combination.

Job Description

Representing The Fairmont Banff Springs through excellence in guest service. Responsible for the effective and efficient operation of the Front Desk and Royal Service Night teams. Lead, teach, coach and inspire the supervisors and colleagues of the Front Desk and Royal Service while committing to helping the hotel become one of the world's finest heritage resorts.

Starting Rate: $29.43. We recognize tenure through our compensation. Hourly rates increase after six months, and yearly to three years. At three years the pay rate for this role would be $32.21

Job Duties Include

• Supervise and monitor the daily activities of colleagues and guests while working closely with the Front Desk and Royal Service team
• Ensure the arrival and departure experience of all guests is seamless through coordination of our market mix and VIPs
• Lead, teach, coach, and inspire the Front Desk team to turn moments into memories for our guests
• Empower colleagues to appease any guest service challenges and ensure all guest issues are tracked and followed up on to ensure service recovery
• Participate in Front Desk agent mentorship program meeting with agents in a 1 on 1 basis to foster their development as well as conducting regular performance evaluations
• Develop and maintain standards for the department, while adhering to Fairmont's core standards
• Ensure a safe environment for our guests and colleagues by adhering to the hotel's Health and Safety policies
• Vital part of the hotel's Emergency Procedures
• Lead by example and sustain an environment of Respect, Integrity, Teamwork, Accountability, Excellence and positive employee relations
• Understand and promote the Hotel's vision, while supporting with departmental goals and vision
• Carry out performance management consistently with the standards set out by the Department Head and Talent & Culture
• Communicate and liaise effectively with other leaders in the department and hotel
• Strong attention to detail, highly organized and able to meet time sensitive tasks
• Other duties as assigned

Qualifications

• Minimum 1 years previous Front Desk supervisory experience in a Large Hotel preferred
• Excellent knowledge of Micros-Opera Property Manager, Word and Excel
• Previous working experience in Royal Service and or dealing with guest recovery with excellent recovery
• Graduate of Hotel Management or Hospitality program an asset
• Highly organized, innovative and results‑orientated with the ability to be flexible and work well under pressure in a fast paced, changing environment
• Excellent written and verbal skills with a high attention to detail required
• Solutions‑orientated, strong interpersonal skills and problem solving techniques

Additional Information

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Job Perks & Benefits

• Subsidized staff accommodation provided on-site for full time status employees
• One complimentary meal per shift in our staff cafeteria (additional meals can be purchased for $8/meal)
• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics, Fertility Drugs and Gender Affimation for full time permanent status employees
• Defined Contribution Pension Plan with employer matching up to 5% of annual earnings for full time permanent status employees
• Employee travel program with discounts on room rates as well as on food & beverage at Fairmont & Accor properties world-wide
• Access to the Mountain Explorer Travel Program – exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Fairmont Resorts in Lake Louise, Jasper & Whistler
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Banff Springs Golf Courses

We encourage you to let us know if you require any accommodations through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: [e-mail]