Guest Experience Supervisor – Jasper Front Office Lead

The Fairmont Jasper Park Lodge

Municipality of Jasper

On-site

CAD 33,000 - 46,000

Full time

2 days ago

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Benefits offered by this job

Free access to Pursuit attractions

50% off for friends

Discounts on hotel stays, dining and

Retail discounts

Job summary

Pursuit Collection in Jasper, Alberta, is seeking a Guest Experience Supervisor Pursuit Jasper. You will lead front desk operations, oversee guest interactions, and ensure smooth nightly and weekend coverage to maintain high service standards.

Join a dynamic, remote-friendly team environment within the Canadian Rockies, supporting staff, addressing guest concerns, and coordinating with other departments to deliver exceptional experiences across seven properties.

Qualifications

Strong leadership (2+ years of experience preferred) and communication skills, with the ability to guide and support staff while ensuring exceptional guest experiences.
High school diploma or equivalent required; related technical education is an asset.
Minimum of two years of hotel experience, with prior supervisory experience considered an asset.
A valid driver’s license.
Proficient in written and spoken English; additional language skills are an asset.

Responsibilities

Serve as the point of contact for staff during evenings, weekends, and holidays, providing coverage and additional support as needed.
Oversee guest interactions across seven Jasper properties ensuring seamless experiences and high standards of presentation.
Supervise evening hotel operations, focusing on front office functions, and providing leadership to staff.
Foster a culture of hospitality, assist in training new front desk team members, and provide hands-on support.
Welcome guests warmly, monitor arrivals, and ensure a smooth experience for group and leisure travelers.
Handle guest complaints effectively, taking corrective action to resolve issues and enhance satisfaction.
Coordinate with other departments to ensure smooth operations across shifts and assist with night audit procedures if needed.
Ensure team members are knowledgeable about emergency procedures and prepared to respond appropriately.
Carry the on-call phone several days per week to provide support in the absence of the Guest Services Manager.
Respond to online reviews and guest feedback, addressing concerns and following up in person when necessary.
Conduct random room inspections to uphold Pursuit's quality standards and assist other teams as needed.