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

Colleagues and Leaders at Fairmont Hotels & Resorts are turning moments into memories for our guests by being ambassadors for our brand, our hotel and our community. Showcase your passion for guest service as the Guest Relations Manager \xe2\x80\x93 and lead a knowledgeable team whose insight into their destination\xe2\x80\x99s best offerings will create a personalized and memorable guest experience.

Reporting to the Assistant Director Of Rooms, responsibilities and essential job functions include but are not limited to the following:

• Provide exceptional Concierge information to our guests about local and area attractions, restaurants, theatres, special events, tickets, confirmations and other available services
• Develop and maintain strong guest relationships to ensure loyalty
• Develop and maintain contact with business partners, concessionaires, local community and counterparts throughout Fairmont Hotels and Resorts
• Develop an engaged, enthusiastic and guest driven team through recruitment, training, personal and professional development and recognition.
• Manage departmental productivity guidelines and scheduling.
• Develop and maintain departmental Employee Engagement objectives.
• Organize and manage the daily operations of the Concierge.
• Provide guidance and motivation to the Concierge team.
• Maintain and update job descriptions, JTC\xe2\x80\x99s, training manuals, systems and procedures for all positions are clearly documented and easily accessible
• Encourage and facilitate ongoing training needs of Concierge.
• Work closely with Special Events Manager in order to ensure accuracy for contracting of activity providers.
• Maintaining complete knowledge of the hotel\xe2\x80\x99s emergency procedures and ensuring weekly audits are completed
• Organize and coordinate Resort Package mail outs, and itineraries
• Attending promotional functions as appropriate
• Adhering to the code of business conduct
• Ensure that Guest and Colleague concerns are resolved in a professional and timely manner
• Coach and motivate colleagues. Creating an environment that allows colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts
• Conduct performance management in a timely manner
• Effective and timely interaction with all Hotel departments including participation and representation in hotel wide meetings /committees as required
• Ensure existing Environmental initiatives are adhered to and new ideas submitted when possible
• Assisting other departments as business levels dictate
• Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction
• Maintaining a safe and hazard free environment
• Working shifts as business levels dictate
• Compliance with all safety regulations of assigned tasks, and ensure a clean and safe working environment with active participation in the hotel health and safety program.
• Demonstrate a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests through attention to detail and recognition
• Ensure we meet all Accor standards for Accor Live Limitless Loyalty Operations
• Identify and solicit potential new ALL members
• Be a visible and accessible \xe2\x80\x9cambassador\xe2\x80\x9d for VIP and ALL members and ensure their preferences and requests are satisfied. Spot-check room assignment, greet designated guests during the check-in/check-out process.
• Work closely with other departments such as Executive Office, Food & Beverage, Front Office, Fairmont Gold, Housekeeping, Royal Service, Engineering and Guest Services to ensure consistent delivery of VIP and ALL standards and more throughout their stay.
• Build relationships with our members and ensure ACDC updates are top of mind.
• Tracking Accor Live Limitless reservations and patterns to ensure your hotel has sufficient usage data to predict and satisfy future Loyalty guest demands
• Adhere to all environmental policies and programs as required.
• Other reasonable duties as assigned

Qualifications

• Previous proven management experience in Front Office
• Extensive knowledge of Front Office / Concierge policies and procedures
• Hospitality Administration program diploma or degree from a recognized institute an asset
• Highest guest service orientation with the vision and ability to lead employees consistently to achieve goals and work in a highly participative team environment
• Highly organized, career and result oriented, with the ability to be flexible with work hours, days off, assignments and additional duties
• Must be able to work well under pressure in a fast paced and consistently changing environment
• Operational knowledge and use of Opera, WORD, and EXCEL

You may be required to work on holidays, weekends, overnights and other non-day shifts. Submission of your application to Fairmont Chateau Lake Louise indicates that you are able to meet these requirements as needed.

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! www.lakelouisejobs.com
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!

Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: cll.careers@fairmont.com

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

Accor