Job Description

THE PROPERTY

Lake Louise Inn is a full-service hotel with 247 guest rooms and suites surrounded by soaring pines and sweeping mountain views, nestled among the snowy peaks of Banff National Park and is part of a UNESCO World Heritage Site.

Lake Louise Inn is dedicated to ensuring each position in the company is treated equally and with the utmost importance. We value the diversity of our employees and want each of them to experience a welcoming atmosphere that delivers respect, compassion and professionalism. We believe that diversity

creates memorable experiences every day

for both our staff and guests during their time at Lake Louise Inn.

WHY US?

Full Time Team Members receive subsidized, furnished,

private room

with internet, cable and utilities included. Live, Work & Play in one of Canada's more iconic settings within Banff National Park. Daily shift meals in our newly renovated staff cafeteria (taxable benefit). Use of onsite fitness facility, mini golf course, heated pool and whirlpools. Subsidized Gym Membership & Fitness classes at local recreation centre. Group Benefit Plan (Health, Dental, Vision) offered at 4th month of employment for Full Time Team Members. Employee travel program with preferred room rates at Atlific Hotels. Discounts on Food & Beverage at 3 onsite restaurants. Be part of a culture that believes in developing talent & promoting from within.

DETAILS

Located in Lake Louise Valid Canadian Work-Permit Required for International Applicants

Full-time position

, average of 40 hours per week

SUMMARY

Reporting to the Hotel Manager, the Front Office Manager is responsible for providing friendly and accurate service to guests, as well as ensuring a smooth operation of the Front Desk and Reservations Teams. This is a hands-on position and requires a high amount of guest interaction, where the Front Office Manager will be required to assist the Guest Service Agents and work on the Front Desk throughout their shift.

RESPONSIBILITIES

Perform duties associated with the Front Office including but not limited to check in, check out, reservations, guest relations, concierge and switchboard

Resolve guest issues during and post stay while ensuring guest satisfaction

Actively review and act on feedback received from guests via booking websites, and other sources to ensure guest satisfaction and maintain a positive image of the Hotel
Hire, train, and lead Guest Service team (Front Desk, Reservation, and Night Audit) in order to maintain the desired level of service and in line with the Hotel's service standards

Conducts performance reviews, progressive discipline, and ongoing feedback & development with Department Members
Complete scheduling and payroll

Ensure Reservations and Front Desk team complete month end duties

Complete Star Report (Revenue Management Data entry)

Audit and follow up on Oculus secret shopper results Ensure that Department Members are fully aware of internal programs and promotions, selling strategies and are always informed with up-to-date information Supervise the billing and cash processes to ensure compliance with company standards Manage group files and no shows, and ensure all departments are aware of their details Communicate and coordinate with other departments within the hotel, particularly Housekeeping and Maintenance Point of contact in event of an emergency Keep the Front Desk till balanced and stocked with change
Ensure the Guest Service Standards, Hotel Policies and Procedures are maintained at all times

Participate in department employee satisfaction events

Answer enquiries regarding hotel services, and services available in the community

Ensure that front desk and lobby area are clean
Hold regular meetings with Department Team Members

Assist Housekeeping by completing rooms check and selecting sections of the hotel to block

Spot check reservations and rate overrides to ensure job tasks are completed correctly

Monitor rooms inventory, types and categories

Other duties as assigned by Hotel Manager

QUALIFICATIONS

5+ years experience as a Front Office Manager, or Assistant FOM in a similarly sized property Preference for candidates with a 2 year or more Hospitality or Business Diploma/Degree Excellent communication, interpersonal, administration, and communication skills Knowledge of foreign languages is an asset Opera experience preferred Ability to work different shift hours, including overnight shifts Energetic, flexible, hands-on individual with initiative and integrity Ability to work under pressure in a fast-paced work environment Friendly and pleasant demeanour
Job Type: Full-time

Pay: $69,000.00 per year

Benefits:

Company events Dental care Discounted or free food Employee assistance program Extended health care On-site gym On-site parking Vision care Wellness program
Ability to commute/relocate:

Lake Louise, AB: reliably commute or plan to relocate before starting work (preferred)
Experience:

Customer service: 1 year (preferred)
Work Location: In person