Royal Service Supervisor

Fairmont Hotels & Resorts; Lake Louise; On-site; CAD 36,000 - 45,000; Full time

Benefits offered by this job

Subsidized staff accommodation onsite

Complimentary meals per shift

Comprehensive benefits package

Pension plan with employer matching

Travel and room-rate discounts

Career development within Fairmont

Job summary

Fairmont Chateau Lake Louise in Banff National Park seeks an experienced Royal Service/Front Office Supervisor to assist in recruiting and training Royal Service Agents, keep SOPs up to date, and manage the team schedule.

You will coordinate guest interactions, monitor performance, report metrics, and support other departments while upholding the hotel's environmental initiatives. Start date November 2026; rate $27.68 per hour; full-time role with shift flexibility.

Qualifications

• Two years front office/guest services/royal service experience required.
• Previous supervisory experience is an asset.
• Well organized with excellent attention to detail.
• Excellent written and verbal communication; strong problem solving abilities.
• Knowledge of Opera, Word, Excel is an asset.
• Management degree or diploma in hospitality or tourism is an asset.

Responsibilities

• Assist in recruiting and initial training of Royal Service Agents.
• Provide ongoing training on procedures and manage the training manual for Royal Service Agents.
• Ensure that SOPs are updated and easily accessible for reference
• Conduct performance appraisals and ensure productivity targets are met.
• Create and maintain the Royal Service schedule.
• Provide the team with a direct contact if they have questions or concerns.
• Handle guest compliments and complaints to ensure exceeding guest expectations.
• Foster strong working relationships with other hotel departments and external agencies.
• Address the evaluation and performance management needs of Royal Service Agents.
• Manage the telephone and radio communication systems, coordinating repairs with local providers.
• Prepare monthly call statistic reports and communicate findings to department heads.
• Keep hotel information channels up to date.
• Participate in departmental communication meetings.
• Respond to emergency situations involving the hotel or guests.
• Flexible work hours as dictated by business levels.
• Ensure guest and co-worker safety by maintaining knowledge of crisis and emergency procedures.
• Assist the front office as needed.
• Facilitate inter-departmental communication and cooperation to enhance guest satisfaction.
• Adhere to the hotel's environmental initiatives.
• Perform additional duties as assigned.

Skills

Front office experience

Supervisory experience

Communication skills

Problem solving

Education

Hospitality management degree/diploma

Tools

Opera PMS

Job description

Company Description

Embrace your passion for hiking, skiing, snowboarding and many other outdoor activities in Banff National Park while pursuing a fulfilling career at Fairmont Chateau Lake Louise. Take a risk, make a change and experience a new adventure while further developing your career. To live and work in a National Park is a once in a lifetime opportunity. Our team is a network of empowered individuals with a strong sense of themselves and the hospitality industry. Work hard, play hard and receive extraordinary benefits including subsidized onsite accommodations, which make saving money very easy to manage. Join our Fairmont family today!

Company Description

Embrace your passion for hiking, skiing, snowboarding and many other outdoor activities in Banff National Park while pursuing a fulfilling career at Fairmont Chateau Lake Louise. Take a risk, make a change and experience a new adventure while further developing your career. To live and work in a National Park is a once in a lifetime opportunity. Our team is a network of empowered individuals with a strong sense of themselves and the hospitality industry. Work hard, play hard and receive extraordinary benefits including subsidized onsite accommodations, which make saving money very easy to manage. Join our Fairmont family today!

Job Description

Pay Rate: $27.68

Start Date: November 2026

• Assist in recruiting and initial training of Royal Service Agents.
• Provide ongoing training on procedures and manage the training manual for Royal Service Agents.
• Ensure that SOPs are updated and easily accessible for reference
• Conduct performance appraisals and ensure productivity targets are met.
• Create and maintain the Royal Service schedule.
• Provide the team with a direct contact if they have questions or concerns.
• Handle guest compliments and complaints to ensure exceeding guest expectations.
• Foster strong working relationships with other hotel departments and external agencies.
• Address the evaluation and performance management needs of Royal Service Agents.
• Manage the telephone and radio communication systems, coordinating repairs with local providers.
• Prepare monthly call statistic reports and communicate findings to department heads.
• Keep hotel information channels up to date.
• Participate in departmental communication meetings.
• Respond to emergency situations involving the hotel or guests.
• Flexible work hours as dictated by business levels.
• Ensure guest and co-worker safety by maintaining knowledge of crisis and emergency procedures.
• Assist the front office as needed.
• Facilitate inter-departmental communication and cooperation to enhance guest satisfaction.
• Adhere to the hotel's environmental initiatives.
• Perform additional duties as assigned.

Qualifications

• A minimum of two years front office/guest services/royal service experience required
• Previous supervisory experience is an asset
• Well organized and excellent attention to detail
• Excellent communication skills, both written and verbal; as well, good problem solving abilities
• Knowledge of Property Manger/Opera, Word, Excel an asset
• Management Degree or diploma in hospitality or tourism an asset

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 $8/meal)
• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health (up to $5,000/year), Orthodontics (up to $2,500/year), Fertility Drugs and Gender Affiliation (Lifetime maximum of $10,000) 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 - Discounted room rates including 50% off all food & beverage at Fairmont Resorts in Banff, Lake Louise, Jasper & Whistler (subject to availability)
• Opportunity to develop your talent and grow within Fairmont Chateau Lake Louise and over 5,000 properties with Accor

Visa Requirements

Must be legally authorized to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

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]

Our Commitment to Diversity & Inclusion

At Fairmont Chateau Lake Louise, we believe that the strength of our team lies in its diversity. We are committed to fostering an inclusive environment that respects the unique backgrounds, perspectives, and talents of the individual. As an Equal Opportunity Employer, we are dedicated to providing equal access to opportunities. We welcome applications from all qualified candidates.