Guest Communications Manager

AccorHotel • Lake Louise, AB

2d • Onsite

About The Position

Are you a service professional with excellent organizational, analytical, and motivational skills? Lead our team of Royal Service Agents who are at the heart of our communication system; experts in all areas able to manage the call center functions, facilitate our curbside operation and provide seamless service to our Guests and Colleagues.

Requirements

• Minimum 2 years’ previous supervisory/management experience in Front Office Operations
• Knowledge of computerized Front Office systems required with emphasis in Property Manager
• Superior leadership and coaching skills with a proven track record of developing and motivating career minded professionals.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Solutions-orientated, strong interpersonal skills and problem solving techniques.
• Ability to focus attention on guests needs, remaining calm and courteous at all times.
• Comfortable sitting/standing for long periods of the day
• Applicants must be legally eligible to work in Canada.

Nice To Haves

• Graduate of Hotel Management or Hospitality program a definite asset

Responsibilities

• Oversee the daily operations of the Royal Service team including but not limited to the operation of the hotel switchboard, dining reservations, pre-registration of loyalty/Keep In Touch guests, Kipsu, and response management of online review platforms.
• Responsible for the mentorship, motivation, training and development of the Royal Service Agents and Supervisors.
• Able to analyze guest feedback from a variety of sources such as TrustYou, Kipsu, LQA, SCORE, and online review platforms to identify trends and implement operational changes to satisfy the guest feedback.
• Act as a Guest Recovery specialist/mentor and ensure all issues are appropriately recorded through SCORE and effectively communicated for appropriate ownership.
• Liaise with departments to ensure problem free stays by reviewing & communicating trends from RSM data.
• Ensure updating and the maintenance of the hotel’s telephone system is completed
• Responsible for performance management including one on one coach & counsel sessions, & maintaining performance logs.
• Assist the Front Office Manager with tasks such as recruitment, scheduling, payroll and month end commentary.
• Have a complete knowledge of the hotel’s emergency procedures and promote understanding of the hotel's Emergency Procedures working closely with Security and Engineering on Fire Panel response times.
• Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping and Engineering
• Maximizes results in room up-selling and loyalty program recruitments.
• 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 (up to $5,000/year), Orthodontics (up to $2,500/year), Fertility Drugs and Gender Affirmation (Lifetime maximum of $10,000) 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 - Discounted room rates including 50% off all food & beverage at Fairmont Resorts in Banff, Lake Louise, Jasper & Whistler (subject to availability)
• Opportunity to develop your talent and grow within Fairmont Chateau Lake Louise and over 5,000 properties with Accor

What This Job Offers

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