Job Description

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 Guest Services Manager, where you will foster an engaged team, maximize operations and ensure exceptional guest service. This role will be responsible for the Bell Desk team at Fairmont Jasper Park Lodge. The guest service manager would also be responsible for assisting all other front office operations as needed.

What is in it for you:

• Subsidized staff accommodation provided on-site for full time status
• Competitive extended benefits package including medical, vision and dental for full time permanent status
• Employee Travel Program
• Comprehensive Wellness Platform (LifeWorks)
• Discounts on food & beverage/spa/golf
• Opportunity to develop your talent and grow within Fairmont Jasper Park Lodge and over 5,000 properties with Accor

What you will be doing:

Reporting to the Director, Front Office, responsibilities and essential job functions include but are not limited to the following:

• Responsible for ensuring guest inquiries are addressed in a timely manner, information availability, Bell Desk team, and overall guest satisfaction at the point of entry & departure, as well as throughout the stay
• Responsible for the scheduling, supervising and training of all Bell Desk staff including performance evaluations and development reviews
• Provide day to day operational and managerial support for Front Desk, Royal Service and Tours department and ensure all service standards are followed
• Ensure proper staffing and scheduling of all Front Office and Bell Desk colleagues in accordance to productivity guidelines
• Assist the Front Office Manager in all aspects of the department
• Covering MOD shift
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
• Supporting company and hotel policies and procedures including the promotion and participation in CES, VOG, LQA, Health and Safety, and Guest Service initiatives
• Ensure Service Essentials and LQA Standards are met and exceeded while actively seeking feedback and follow up on Guest comments
• Working closely with Front Office on arrivals, departures and lobby management
• Overseeing the Tour, Group and Conventions from a Guest Services perspective from the pre-convention to post-convention stage
• Acting as liaison with key departments (Front Office, Conference Services, Housekeeping) to ensure a seamless arrival and departure process
• Anticipating needs of Accor members, Distinguished Visitor , Special Attention and VIP guests, while corresponding with these individuals to ensure expectations are met and special requests are addressed
• Be ever present in the lobby
• Reviewing, developing and implementing new systems and standards
• Organizes and facilitates monthly meetings
• Promotes health and safety, ensure safe working environment, monthly health & safety meeting is attended and followed up
• Supporting the Concierge team to maintain good relationship with key business contact such as local attractions, tour companies, transportation operators and other affiliated agencies and their representatives
• Seeks feedback and perform follow up on guest satisfaction and deals with challenges in accordance with our Mission Statement and philosophy of employee participation
• Selects, trains, manages the performance of staff to ensure Fairmont Hotels & Resorts Standards and Mission Statement objectives are maintained at all times
• Ensures awareness of all hotel activities and services and oversees the lobby area for cleanliness, maintenance, security and functionality
• Utilize Labour Management Program to assist with department scheduling
• Maintain adequate stock of supplies and order when necessary within departmental budget
• Other duties as assigned

Your experience and skills include:

• Valid Alberta Driver's Licence required
• Minimum 1 - 2 years in Rooms Managerial experience required
• Experience in Guest Services and/or Concierge is an asset
• Computer literate with working knowledge of Microsoft Office, as well as Opera, Royal Service Manager, IConcierge (or equivalent) required
• Must be able to work well under pressure in a fast-paced and constantly changing unionized environment
• Must possess excellent interpersonal, written and verbal communication skills
• Highest Guests Service skills, talent and knowledge with the vision and ability to lead employees to excellence
• Proven abilities in training and motivating team members
• Professional manner, outgoing personality, and ability to work on own initiative
• Excellent problem solver and decision maker

Your team and working environment:

• Fast-paced, upscale, luxury hotel
• Close proximity to Marmot Basin Ski Resorts in winter and world-renowned hiking trails in summer
• Hospitality employees worldwide making this a great place to develop lifelong connections

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

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for AccorHotels?

We are much more than a world leader. We are more than 250,000 hoteliers with a purposeful and heartfelt mission: to make every guest Feel Welcome in our 4,500 addresses and on our digital platforms. We are committed to a culture and guided by our values that make our talent Feel Valued. We want them to express their passions every day and realize their full potential through exemplary professional development and growth opportunities, enjoying a life filled with unlimited experiences. To connect with us, please visit

CWMR-1907 - CWMR-2022