Assistant Guest Services Manager

Accor Hotels; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

Accor Hotels is hiring an Assistant Guest Services Manager for Fairmont Jasper Park Lodge. This role involves providing personalized service, overseeing the Bell Desk team, managing guest inquiries, and ensuring exceptional service standards. The position offers an opportunity to advance within a leading hospitality brand while benefitting from exclusive employee perks and accommodations.

Benefits

Subsidized staff accommodation assistance

Employee travel program with discounts

Access to wellness platform

Discounts on resort outlets

Colleague Lifestyle Program access

Qualifications

• 1-2 years of Rooms managerial experience required.
• Experience in Guest Services and/or Concierge is an asset.
• Able to work effectively under pressure in a fast-paced environment.

Responsibilities

• Ensure guest inquiries are addressed promptly.
• Supervise, schedule, and train Bell Desk colleagues.
• Provide operational support to Front Desk and other departments.

Skills

Guest Service

Leadership

Communication

Problem Solving

Tools

Microsoft Office

Opera

Job description

Company Description

Experience luxury, adventure, and the great outdoors at Fairmont Jasper Park Lodge—where the stunning Canadian Rockies are your backyard. Take your career to new heights while surrounded by breathtaking landscapes, world-class hospitality, and endless opportunities to explore. This is more than just a job—it’s a chance to live, work, and thrive in a place like no other. Join us and make every day an unforgettable adventure!

Job Description

Assistant Guest Services Manager

Providing engaging, sincere, personalized service is one of the ways Guest Services Colleagues and Leaders are turning moments into memories for our guests at Fairmont Jasper Park Lodge. Showcase your leadership and interpersonal strengths as Assistant Guest Services Manager, where you will support an engaged team, assist in maximizing operations, and ensure exceptional guest service. This role is primarily responsible for the Bell Desk team at Fairmont Jasper Park Lodge and will also support other Front Office operations as needed.

Reporting to the Guest Services Manager, responsibilities and essential job functions include but are not limited to the following:

• Ensure guest inquiries are addressed promptly and professionally; oversee information availability and Bell Desk operations to support overall guest satisfaction from arrival through departure
• Supervise, schedule, and train all Bell Desk colleagues; conduct performance evaluations and development reviews
• Provide day-to-day operational and managerial support to the Front Desk, Royal Service, and Tours departments, ensuring all service standards are upheld
• Ensure proper staffing and scheduling of all Front Office and Bell Desk colleagues in line with productivity guidelines
• Assist the Front Office Manager in all departmental operations
• Cover MOD (Manager on Duty) shifts as required
• Communicate effectively via pre-shift logs, email, and departmental meetings regarding all relevant shift and operational updates
• Support company and hotel policies including participation in CES, VOG, LQA, Health & Safety, and Guest Service initiatives
• Ensure Service Essentials and LQA standards are met or exceeded; proactively seek and respond to guest feedback
• Collaborate closely with Front Office team on arrivals, departures, and lobby presence
• Oversee Tour, Group, and Convention arrivals and departures from a Guest Services perspective—from pre-convention to post-convention stages
• Act as liaison between Front Office, Conference Services, Housekeeping, and other departments to ensure smooth arrival and departure processes
• Anticipate needs of Accor members, Distinguished Visitors, Special Attention, and VIP guests; correspond with these guests to fulfill requests and ensure satisfaction
• Maintain a visible presence in the lobby to support the team and engage with guests
• Review, develop, and implement systems and standards for operational excellence
• Organize and facilitate monthly team meetings
• Promote a safe work environment and attend monthly Health & Safety meetings with proper follow-up
• Support the Concierge team in building and maintaining relationships with key local contacts (tour companies, attractions, transportation services, etc.)
• Gather feedback and perform follow-up on guest satisfaction in alignment with our Mission Statement and participative leadership approach
• Assist in selecting, training, and performance management to ensure brand standards and mission alignment are maintained at all times
• Maintain awareness of all hotel activities and services; oversee lobby cleanliness, maintenance, security, and functionality
• Utilize the Labour Management Program to support effective scheduling
• Monitor and maintain departmental supplies within budget

Qualifications

Your experience and skills include:

• Valid Alberta Driver’s Licence required
• Minimum 1–2 years of Rooms managerial experience required
• Experience in Guest Services and/or Concierge is an asset
• Proficient in Microsoft Office, Opera, Royal Service Manager, iConcierge (or equivalent)
• Able to work effectively under pressure in a fast-paced, unionized environment

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 assistance provided
• One complimentary meal per shift in our staff cafeteria
• 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 Banff, Lake Louise & Whistler(subject to availability)
• Comprehensive wellness platform for employee mental health and wellbeing support
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, and Fairmont Jasper Park LodgeGolf Course
• Automatically added to our resort’s Colleague Lifestyle Program which includes access to staff activities and events
• Opportunity to develop your talent and grow within Fairmont Jasper Park Lodgeand over 5,000 properties with Accor

Apply Today:Whether you're just launching your career or looking for a new adventure, we invite you to visit https://www.jasperparklodgejobs.com to learn more about Fairmont Jasper Park Lodge and the extraordinary opportunities that exist within our resort!

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]