Company DescriptionWho 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 DescriptionAre 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 hourWe 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 activitiesWork closely with and communicate effectively with other departments within the hotelResponsible for the mentorship, motivation, training and development of up to 16 + Switchboard Agents, including performance management and performance reviewsCreate and implement innovative policies and procedures, inspiring colleagues to champion and drive them forwardDevelop and maintain standards for the department, while adhering to Fairmont's core standardsAct as a Guest Recovery specialist by ensuring all guest issues are tracked and followed up on for appropriate service recoveryAble to analyze guest feedback relating from a variety of sources to identify trends and implement operational changes to satisfy guest feedbackEnsure a safe environment for our guests and colleagues by adhering and enforcing the hotel's health and safety policiesPlay a vital part of and promote an understanding of the hotel’s emergency procedures while working closely with Security and Engineering on emergency response timesOther duties as assignedQualificationsYour Skills & Qualifications:Minimum 1 year experience in a leadership capacity in a large hotel preferred2 years of previous front office experience, preferably in a large volume propertyExcellent knowledge of Micros-Opera PROPERTY Manager, Avaya, Royal Service Manager, OpenTable and Microsoft Office applications are a definite assetHighly organized, innovative and results-orientated with the ability to be flexible and work well under pressure in a fast paced, changing environmentExcellent written and verbal skills with a high attention to detail requiredSolutions-orientated, strong interpersonal skills and problem solving techniquesConstant sitting, standing and walking throughout shift Additional InformationJob Perks & Benefits:Subsidized staff accommodation provided on-site for full time status employeesOne 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 employeesDefined Contribution Pension Plan with employer matching up to 5% of annual earnings for full time permanent status employeesEmployee travel program with discounts on room rates as well as on food & beverage at Fairmont & Accor properties world-wideAccess 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 & WhistlerDiscounts while using our resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Banff Springs Golf CoursesVisa 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: [email protected]
