Job Description

Company Description

Embrace your passion for hiking, skiing, snowboarding and many other outdoor activities in Banff National Park while pursuing a fulfilling career at Fairmont Chateau Lake Louise. Take a risk, make a change and experience a new adventure while further developing your career. To live and work in a National Park is a once in a lifetime opportunity. Our team is a network of empowered individuals with a strong sense of themselves and the hospitality industry. Work hard, play hard and receive extraordinary benefits including subsidized onsite accommodations, which make saving money very easy to manage. Join our Fairmont family today!

What is in it for you:

• 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 $5/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)
• Comprehensive wellness platform (LifeWorks) for employee mental health and wellbeing support
• Discounts while using our resort\xe2\x80\x99s Food & Beverage Outlets, Fitness Centre, and Spa
• Automatically added to our resort\xe2\x80\x99s Colleague Lifestyle Program which includes access to staff activities and events
• Opportunity to develop your talent and grow within Fairmont Chateau Lake Louise and over 5,000 properties with Accor

As Director of Wellness/Wellbeing at Fairmont Chateau Lake Louise, you will be responsible for pre-opening and opening of the resorts Thermal wellness facility. In addition, re-opening of the beauty spa and successful programing of resort wellness offerings will also be under your purview.

Key pre-opening responsibility will include the establishment and execution of clear short-term and long-term goals to ensure the wellness facility is successfully opened and recognized as one of the finest resort spas of its kind. These goals must ensure Employee Satisfaction, Guest Satisfaction, Financial Success, Health and Safety and Environmental Stewardship.

Reporting to the Director of Operations, the Director is responsible for the daily leadership of the spa and wellness facility operations and driving all Key performance Indicators

Key responsibilities:
Responsibilities and essential job functions include but are not limited to the following:

Pre-Opening Operational Requirements

• Liaise with GM and ownership for OS&E, FF&E and IT details
• Oversee recruitment for required positions
• Finalize Guest journey details and provide protocols, design feedback, etc for same
• Create Training Plan and pre-opening protocols
• Create SOPs related to par stocks, duties and BOH processes
• Create and Implement heartist journey for FOH and BOH staff

Overall Operational Requirements

• Broadly outlined, provides the guest with flawless, intuitive and sincere luxury services from an engaged and empowered workforce committed to creating a memorable experience
• Demonstrates a commitment to Service Excellence through visible presence on the floor; leads the strategic implementation of customer satisfaction improvement activities measured through VOG (TrustYou) and in keeping with our luxury standards of service delivery within the hotel.
• Actively participates in CLL\xe2\x80\x99s ESG efforts and specifically hotel sustainability program and determine specific action items
• Coordinates LQA action planning and improvement plan implementation; collaborating with other departments to improve year-over-year performance , ensuring a consistent delivery of luxury product and services
• Direct overall operation of facility including short and long range strategic planning.
• Establish and ensure execution of all departmental goals.
• Recruit, lead and train all personnel reporting to this position.
• Recruit, train and develop the operational leadership team within the department
• Maintain activity and presence within the wider spa industry
• Participate in hotel BDT\xe2\x80\x99s for all segments (group, wholesale, etc) to showcase spa facility and wellness programs as required.
• Promote and sell customized spa programs to various segments (group, tour)
• Work with sales and marketing to attract business and PR through local vendor relationships, periodicals, women\xe2\x80\x99s (&others) groups etc.
• Role-model professional delivery of all information on the telephone and in person to potential spa guests.
• Promote all hotel and spa packages and promotions.
• Identify new business and marketing opportunities and assist in the creation and implementation of 12-month marketing and PR plan.
• Build your profile by working with hotel marketing and PR team via blogs, media interviews, etc
• Work with Hotel & Regional Sales and Marketing as required.
• Maintain thorough knowledge of competitors, including location, product offering, pricing, and promotions, including sales techniques.
• Administrate and implement staff training in all aspects of the Spa and wellness facility operations ie. Guest relations, Spa services, F&B offering, Retail sales
• Ensure effective relationships and communication among all departments within the hotel.
• Establish professional business relationship with all vendors and develop par product inventories.
• Work with F&B leadership to ensure seasonal F&B offering befitting the facility.
• Ensure effective weekly/monthly departmental communication meetings/updates
• Ensure engaged colleagues by implementing effective EES action plans and hands on style of leadership .
• Ensure visual presence within department for all spa staff.
• Implement and promote colleagues understanding and adheremce to the Hotel\'s policy relating to health, safety and wellness.
• Have complete understanding of and adhere to all company policies and rules including those relating to Fire, Hygiene and Safety.
• Assist in the development and adherence of all departmental Emergency Procedures.
• Ensure all Spa colleagues are well versed in emergency procedures.
• Actively lead fiscal budgeting and analysis, including the development of annual budgets for the departments within the facility.
• Create pricing protocols (i.e. dynamic pricing) and yielding practices to drive maximum revenues throughout the facility.
• Monitor payroll hours and hotel administered service charges/gratuity reports.
• Monitor scheduling of all services and special programming.
• Measure spa actual performance to budget.
• Administer operations and capital improvement budget preparation.
• Review purchase requisitions and expenditures to ensure they are in keeping within a zero based operating expense budget.
• Review of remuneration of all salaried employees and independent contractors
• Ensure Spa and Facility departments maintain a positive relationship with all departments in the Hotel.
• Attend / chair periodic individual and group manager meetings.
• Lead development and follow-up of spa managers\xe2\x80\x99 goals.
• Establish short-term and long-term goals for each supervisor and review status of each goal on a monthly basis.
• Attend spa outlet meetings ie. Spa Therapists, facility attendants etc.
• Responsible for supervising all aspects of employees ie. hiring, recognition, progressive corrective action, etc.
• Ensure appropriate job task training programs are in place for all Spa and Facility colleagues.
• Ensure all Spa and Facility colleagues adhere to all hotel standards as stated in the employee handbook.
• Ensure performance appraisals are conducted in a timely manner.
• Ensure the facility is in peak operating condition at all times through walkthroughs and focus on \xe2\x80\x9cclean and sparkling\xe2\x80\x9d protocols.
• Ensure guest/member satisfaction at all times by ensuring that safety and service is always the Spa\'s first priority.

Qualifications

Your experience and skills include:

• Minimum of 5 years\xe2\x80\x99 experience in management position in a Resort Spa or bathing facility.
• Bachelor\xe2\x80\x99s Degree in Business Administration, Tourism, Hotel and Restaurant Management or related major an asset
• Experience in the hospitality industry an asset.
• Human Resources experience an asset.
• Desire to provide phenomenal guest experiences.
• Ability to communicate clearly with customers, managers and other colleagues
• Standing and walking throughout shift - 40% of time
• Sitting at a desk, computer work \xe2\x80\x93 60% of time

Additional Information

Visa Requirements: Applicants must be legally eligible to work in Canada.

Our Commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

APPLY TODAY: We encourage you to visit our website to learn more about living and working in Lake Louise!

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor\xe2\x80\x99s limitless possibilities.

About Fairmont Hotels & Resorts: At Fairmont Hotels & Resort we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That\'s why you\'ll find exceptional work opportunities - throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific - as well as industry - leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London\'s The Savoy, New York\'s The Plaza, and Shanghai\'s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award - winning Green Partnership program. An exciting future awaits!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

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