Assistant Guest Services Manager

Assistant Guest Services Manager

Providing engaging sincere personalized service is one of the ways Guest Services Colleagues and Leaders are turning moments into memories for our guests at Fairmont Jasper Park Lodge. Showcase your leadership and interpersonal strengths as Assistant Guest Services Manager where you will support an engaged team assist in maximizing operations and ensure exceptional guest service. This role is primarily responsible for the Bell Desk team at Fairmont Jasper Park Lodge and will also support other Front Office operations as needed.

Reporting to the Guest Services Manager responsibilities and essential job functions include but are not limited to the following:

• Ensure guest inquiries are addressed promptly and professionally; oversee information availability and Bell Desk operations to support overall guest satisfaction from arrival through departure
• Supervise schedule and train all Bell Desk colleagues; conduct performance evaluations and development reviews
• Provide daytoday operational and managerial support to the Front Desk Royal Service and Tours departments ensuring all service standards are upheld
• Ensure proper staffing and scheduling of all Front Office and Bell Desk colleagues in line with productivity guidelines
• Assist the Front Office Manager in all departmental operations
• Cover MOD (Manager on Duty) shifts as required
• Communicate effectively via preshift logs email and departmental meetings regarding all relevant shift and operational updates
• Support company and hotel policies including participation in CES VOG LQA Health & Safety and Guest Service initiatives
• Ensure Service Essentials and LQA standards are met or exceeded; proactively seek and respond to guest feedback
• Collaborate closely with Front Office team on arrivals departures and lobby presence
• Oversee Tour Group and Convention arrivals and departures from a Guest Services perspectivefrom preconvention to postconvention stages
• Act as liaison between Front Office Conference Services Housekeeping and other departments to ensure smooth arrival and departure processes
• Anticipate needs of Accor members Distinguished Visitors Special Attention and VIP guests; correspond with these guests to fulfill requests and ensure satisfaction
• Maintain a visible presence in the lobby to support the team and engage with guests
• Review develop and implement systems and standards for operational excellence
• Organize and facilitate monthly team meetings
• Promote a safe work environment and attend monthly Health & Safety meetings with proper followup
• Support the Concierge team in building and maintaining relationships with key local contacts (tour companies attractions transportation services etc.)
• Gather feedback and perform followup on guest satisfaction in alignment with our Mission Statement and participative leadership approach
• Assist in selecting training and performance management to ensure brand standards and mission alignment are maintained at all times
• Maintain awareness of all hotel activities and services; oversee lobby cleanliness maintenance security and functionality
• Utilize the Labour Management Program to support effective scheduling
• Monitor and maintain departmental supplies within budget

Qualifications :

Your experience and skills include:

• Valid Alberta Drivers Licence required
• Minimum 12 years of Rooms managerial experience required
• Experience in Guest Services and/or Concierge is an asset
• Proficient in Microsoft Office Opera Royal Service Manager iConcierge (or equivalent)
• Able to work effectively under pressure in a fastpaced unionized environment

Additional Information :

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

Job Perks & Benefits:

• 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 worldwide
• 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 resorts Food & Beverage Outlets Fitness Centre and Fairmont Jasper Park Lodge Golf Course
• Automatically added to our resorts 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 5000 properties with Accor

Apply Today: Whether youre just launching your career or looking for a new adventure we invite you to visit   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: