Front Office Supervisor

AccorHotel • Banff, AB

3d • Onsite

About The Position

Representing The Fairmont Banff Springs through excellence in guest service. Responsible for the effective and efficient operation of the Front Desk and Royal Service Night teams. Lead, teach, coach and inspire the supervisors and colleagues of the Front Desk and Royal Service while committing to helping the hotel become one of the world's finest heritage resorts.

Requirements

• Minimum 1 years previous Front Desk supervisory experience in a Large Hotel preferred
• Excellent knowledge of Micros-Opera Property Manager, word and excel
• Previous working experience in Royal Service and or dealing with guest recovery with excellent recovery
• Highly organized, innovative and results-orientated with the ability to be flexible and work well under pressure in a fast paced, changing environment
• Excellent written and verbal skills with a high attention to detail required
• Solutions-orientated, strong interpersonal skills and problem solving techniques
• Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Nice To Haves

• Graduate of Hotel Management or Hospitality program an asset

Responsibilities

• Supervise and monitor the daily activities of colleagues and guests while working closely with the Front Desk and Royal Service team
• Ensure the arrival and departure experience of all guests is seamless through coordination of our market mix and VIP's
• Lead, teach, coach, and inspire the Front Desk team to turn moments into memories for our guests
• Empower colleagues to appease any guest service challenges and ensure all guest issues are tracked and followed up on to ensure service recovery
• Participate in Front Desk agent mentorship program meeting with agents in a 1 on 1 basis to foster their development as well as conducting regular performance evaluations
• Develop and maintain standards for the department, while adhering to Fairmont's core standards
• Ensure a safe environment for our guests and colleagues by adhering to the hotel's Health and Safety policies
• Vital part of the hotel's Emergency Procedures
• Lead by example and sustain an environment of Respect, Integrity, Teamwork, Accountability, Excellence and positive employee relations
• Understand and promote the Hotel's vision, while supporting with departmental goals and vision
• Carry out performance management consistently with the standards set out by the Department Head and Talent & Culture
• Communicate and liase effectively with other leaders in the department and hotel
• Strong attention to detail, highly organized and able to meet time sensitive tasks
• Other duties as assigned

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, Orthodontics, Fertility Drugs and Gender Affirmation 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, Jasper & Whistler
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Banff Springs Golf Courses

What This Job Offers

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