Assistant Front Office Manager

AccorHotel • Municipality of Jasper, AB

60d • CA$55,000 - CA$60,000 • Onsite

About The Position

Fairmont Jasper Park Lodge is undergoing a significant multi-phase resort transformation, which includes renovations to all venues, refreshed spaces, and evolving service models. This role is ideal for individuals who are adaptable to change, eager to learn new service standards, and thrive in a dynamic luxury environment. As the Assistant Front Office Manager, you will be instrumental in delivering engaging, sincere, and personalized service, turning moments into special memories for guests at Fairmont Hotels & Resorts.

Requirements

• Previous leadership experience in a luxury setting is an asset.
• Excellent knowledge of Front Office and Hotel procedures required.
• General knowledge of key departments, including Housekeeping and Maintenance, is an asset.
• Previous Opera PMS experience required.
• Computer literacy in Microsoft Windows applications required.
• University/College degree in a related discipline is an asset.
• Ability to work flexible days and hours.
• Must possess a professional presentation.
• Must possess strong interpersonal and problem-solving abilities.
• Must be highly responsible and reliable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively with fellow colleagues as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Must have a valid Full Canadian Driver’s License.
• Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Nice To Haves

• Previous leadership experience at a luxury setting.
• General knowledge of key departments, including Housekeeping and Maintenance.
• University/College degree in a related discipline.

Responsibilities

• Consistently offer professional, friendly, and engaging service.
• Provide day-to-day operational and managerial support for Front Desk, Concierge & Butler, Guest Services, Royal Service, and Tours departments, ensuring all service standards are met.
• Assist the Front Office Manager and Director of Front Office in all departmental aspects.
• Ensure proper staffing and scheduling of all Front Office colleagues in accordance with productivity guidelines.
• Communicate pertinent information for respective shifts and areas of operation through pre-shift logs, emails, and departmental meetings.
• Train, inspire, develop, and recognize Front Office division colleagues, including Front Office, Tours, and Royal Service (in the absence of the Royal Service Manager and Supervisor).
• Review arrivals and ensure special requests are met to provide anticipatory service.
• Ensure accurate billing is completed upon guest departure.
• Act as a liaison for all departments within the hotel.
• Follow all safety policies, including emergency procedures and vehicle policies.
• Support Company and Hotel policies and procedures, including promoting and participating in Employee Engagement Survey (EES), Fairmont Standards (LQA, Health and Safety), and Voice of the Guest (VOG) initiatives.
• Take ownership of performance management, including one-on-one coaching and counseling sessions, maintaining performance logs, and conducting performance reviews.
• Establish initial department training as well as ongoing training on new systems, programs, and processes.
• Ensure service standards are met with respect to guest satisfaction in Voice of the Guest by ensuring all guest issues/complaints receive prompt action and follow-up.
• Ensure all necessary crisis and emergency procedures are in place to meet hotel standards and that all agents are fully trained to handle them.
• Handle guest concerns and react promptly, logging, notifying proper areas, and ensuring utmost satisfaction in resolutions.
• Assist in growing Accor Live Limitless memberships by consistently enrolling new members and encouraging colleagues to do so.
• Balance operational, administrative, and colleague needs.
• Embrace the Fairmont brand promise and luxury in your role and in all interactions.
• Perform other duties as assigned.

Benefits

• Complimentary upgrades
• Extended stays
• Discounted stays across Fairmont & Raffles properties
• Special dining and wellness discounts
• Annual salary of $55,000 - $60,000/year
• Subsidized staff accommodation provided on-site for full-time status employees
• One complimentary meal per shift in the staff cafeteria (additional meals can be purchased at a subsidized rate)
• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like Mental Health, Orthodontics 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 – exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Fairmont Resorts in Lake Louise, Banff & Whistler
• Discounts while using the resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Jasper Park Lodge Golf Courses.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree