Job Description

Are you a service professional with excellent organizational, analytical, and motivational skills? Lead our team of Royal Service Agents who are at the heart of our communication system; experts in all areas able to manage the call center functions, facilitate our curbside operation and provide seamless service to our Guests and Colleagues.

What is in it for you:

• Subsidized staff accommodation provided on-site for full time status
• Duty meal in our newly renovated staff cafeteria
• 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/fitness centre/spa/golf
• Opportunity to develop your talent and grow within Fairmont Banff Springs and over 5,000 properties with Accor

What you will be doing:

• Oversee the daily operations of the Royal Service team including but not limited to the operation of the hotel switchboard, dining reservations, pre-registration of loyalty/Keep In Touch guests, and response management of online review platforms.
• Responsible for the mentorship, motivation, training and development of the 16 + Royal Service Agents and 2 Supervisors.
• Able to analyze guest feedback from a variety of sources such as TrustYou, Kipsu, LQA, SCORE, and online review platforms to identify trends and implement operational changes to satisfy the guest feedback.
• Act as a Guest Recovery specialist/mentor and ensure all issues are appropriately recorded through SCORE and effectively communicated for appropriate ownership.
• Liaise with departments to ensure problem free stays by reviewing & communicating trends from RSM data.
• Responsible for performance management including one on one coach & counsel sessions, & maintaining performance logs.
• Assist the Royal Service Manager with tasks such as recruitment, scheduling, payroll and month end commentary.
• Promote understanding of the hotel's Emergency Procedures working closely with Security and Engineering on Fire Panel response times.
• Maximizes results in room up-selling and loyalty program recruitments.
• Other duties as assigned

Your experience and skills include:

• Minimum 2 years' previous supervisory/management experience in Front Office Operations
• Graduate of Hotel Management or Hospitality program a definite asset
• Knowledge of computerized Front Office systems required with emphasis in Property Manager
• Superior leadership and coaching skills with a proven track record of developing and motivating career minded professionals.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Solutions-orientated, strong interpersonal skills and problem solving techniques.
• Ability to focus attention on guests needs, remaining calm and courteous at all times.
• Comfortable sitting/standing for long periods of the day

Your team and working environment:

• Fast-paced, upscale, luxury hotel
• Close proximity to multiple 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 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's limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Discover the life that awaits you at Accor, visit Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

APPLY TODAY: For more information on working and living in Banff, please visit