Guest Services Manager

Company Description

Experience luxury, adventure, and the great outdoors at Fairmont Jasper Park Lodge, where the Canadian Rockies are your backyard. Our resort is also in the midst of an exciting multi‑phase transformation, refreshing our iconic property while staying true to the nature, warmth, and heritage that define who we are.
It’s a great time to join us. You’ll build your career in a breathtaking setting, contribute to meaningful updates across the resort, and be part of shaping the future guest experience. This is more than a job—it’s a chance to live, work, and thrive in a place like no other.

Job Description

We invite you to join the world of luxury hospitality at Fairmont Jasper Park Lodge, as our new Guest Services Manager. As a Guest Services Manager, you will provide engaging, sincere, personalized service to our guests at Fairmont Jasper Park Lodge.  

Showcase your leadership and interpersonal strengths as Guest Services Manager, where you will foster an engaged team, maximize operations, and ensure exceptional guest service. This role will be responsible for the Bell Desk team at Fairmont Jasper Park Lodge and will also be responsible for assisting all other front office operations as needed. 

What you will be doing:   

Reporting to the Director, Rooms, responsibilities and essential job functions include but are not limited to the following:        

• Consistently offer professional, friendly and engaging service  
• Follow departmental policies, procedures and service standards 
• Responsible for ensuring guest inquiries are addressed in a timely manner, information availability, and overall guest satisfaction at the point of entry & departure, as well as throughout the stay 
• Responsible for the scheduling, supervising and training of all Guest Services staff including performance evaluations and development reviews 
• Provide day to day operational and managerial support for Front Desk, Royal Service and Tours department and ensure all service standards are followed 
• Assist the Front Office Manager in all aspects of the department  
• Cover MOD shift 
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation 
• Support company and hotel policies and procedures including the promotion and participation in CES, VOG, LQA, Health and Safety, and Guest Service initiatives  
• Ensure Service Essentials and LQA Standards are met and exceeded while actively seeking feedback and follow up on Guest comments 
• Work closely with Front Office on arrivals, departures and lobby management 
• Oversee the Tour, Group and Conventions from a Guest Services perspective from the pre-convention to post-convention stage 
• Act as liaison with key departments (Front Office, Conference Services, Housekeeping) to ensure a seamless arrival and departure process 
• Anticipate needs of Accor members, Distinguished Visitors, Special Attention and VIP guests, while corresponding with these individuals to ensure expectations are met and special requests are addressed 
• Review, develop and implement new systems and standards 
• Organize and facilitate monthly meetings 
• Promote health and safety, ensure safe working environment, monthly health & safety meeting is attended and followed up 
• Support the Concierge team to maintain good relationship with key business contact such as local attractions, tour companies, transportation operators and other affiliated agencies and their representatives 
• Seek feedback and perform follow up on guest satisfaction and deals with challenges in accordance with our Mission Statement and philosophy of employee participation 
• Select, train, and manage the performance of staff to ensure Fairmont Hotels & Resorts Standards and Mission Statement objectives are maintained at all times  
• Ensure awareness of all hotel activities and services and oversees the lobby area for cleanliness, maintenance, security and functionality 
• Utilize Labour Management Program to assist with department scheduling 
• Maintain adequate stock of supplies and order when necessary within departmental budget 
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions.  
• Foster an inclusive environment where every individual feels valued and respected  
• Other duties as assigned 

Qualifications

Your experience and skills include: 

• Valid Alberta Driver's License required 
• Minimum 1 - 2 years in Rooms Managerial experience required 
• Experience in Guest Services and/or Concierge is an asset  
• Computer literate with working knowledge of Microsoft Office, as well as Opera, Royal Service Manager, IConcierge (or equivalent) required 
• Must be able to work well under pressure in a fast-paced and constantly changing unionized environment 
• Must possess excellent interpersonal, written and verbal communication skills  
• Highest Guests Service skills, talent and knowledge with the vision and ability to lead employees to excellence 
• Proven abilities in training and motivating team members  
• Professional manner, outgoing personality, and ability to work on own initiative 
• Excellent problem solver and decision maker 

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

Additional Information

Job Perks & Benefits: Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. In addition,  

• Compensation Starting at $60,000 - $68,000 gross annually, based on previous experience & education 
• 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 Lodge Golf 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 Lodge and over 5,700 properties with Accor 

About the Application Process:  At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence. 

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: JPL.careers@fairmont.com  

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