Front Office Supervisor - Royal Service

Fairmont Hotels & Resorts; Banff; On-site; CAD 60,000 - 80,000; Full time

Job summary

Join a dynamic team at a stunning alpine resort, where your leadership can inspire excellence in guest service. This role offers the chance to innovate and mentor a team, ensuring top-notch service while enjoying the beautiful surroundings of Banff. With a focus on guest satisfaction and operational excellence, you will play a crucial role in shaping memorable experiences for guests. If you are passionate about hospitality and ready to take your career to new heights, this is the perfect opportunity for you.

Benefits

Subsidized Staff Accommodation

Complimentary Meal per Shift

Comprehensive Benefits Package

Defined Contribution Pension Plan

Employee Travel Program

Exclusive Room Rates

Discounts on Resort Amenities

Qualifications

• 1+ years in a leadership role in a large hotel environment.
• 2+ years of front office experience in a high-volume property.

Responsibilities

• Oversee daily operations of the Royal Service team and guest communication.
• Mentor and train up to 16 Switchboard Agents, managing performance.

Skills

Leadership

Guest Service Excellence

Communication Skills

Problem Solving

Organizational Skills

Education

High School Diploma

Hospitality Management Degree

Tools

Micros-Opera PROPERTY Manager

Avaya

Royal Service Manager

OpenTable

Microsoft Office

Job description

Company 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

Are you ready for an opportunity to lead and inspire? This role is looking for someone who is passionate about innovation and team mentorship and has a natural talent for excellence in guest service and have proven track record for exceeding expectations.

Starting Rate: $28.57 per hour

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 $31.30.

Job Duties Include

• Oversee the daily operations of the Royal Service team including but not limited to answering all internal & external calls, overseeing guest communication channels through text & email, booking dining reservations & resort activities
• Work closely with and communicate effectively with other departments within the hotel
• Responsible for the mentorship, motivation, training and development of up to 16 + Switchboard Agents, including performance management and performance reviews
• Create and implement innovative policies and procedures, inspiring colleagues to champion and drive them forward
• Develop and maintain standards for the department, while adhering to Fairmont's core standards
• Act as a Guest Recovery specialist by ensuring all guest issues are tracked and followed up on for appropriate service recovery
• Able to analyze guest feedback relating from a variety of sources to identify trends and implement operational changes to satisfy guest feedback
• Ensure a safe environment for our guests and colleagues by adhering and enforcing the hotel's health and safety policies
• Play a vital part of and promote an understanding of the hotel’s emergency procedures while working closely with Security and Engineering on emergency response times
• Other duties as assigned
  
  

Qualifications

Your Skills & Qualifications:

• Minimum 1 year experience in a leadership capacity in a large hotel preferred
• 2 years of previous front office experience, preferably in a large volume property
• Excellent knowledge of Micros-Opera PROPERTY Manager, Avaya, Royal Service Manager, OpenTable and Microsoft Office applications are a definite 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
• Constant sitting, standing and walking throughout shift
  
  

Additional Information

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 $4/meal)
• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics, Fertility Drugs and Gender Affirmation 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
  
  

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

APPLY TODAY: Whether you're just launching your career or looking for a new adventure, we invite you to visit www.banffspringsjobs.com to learn more about Fairmont Banff Springs and the extraordinary opportunities that exist within our resort!

We encourage you to let us know if you require any accommodations through the application/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]