Guest Services Manager

We invite you to join the world of luxury hospitality at Fairmont Jasper Park Lodge, as our new Guest Services Manager. As a Guest Services Manager, you will provide engaging, sincere, personalized service to 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 and will also be responsible for assisting all other front office operations as needed.

What you will be doing:  

What you will be doing:  

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

• Consistently offer professional, friendly and engaging service
• Follow departmental policies, procedures and service standards
• Responsible for ensuring guest inquiries are addressed in a timely manner, information availability, 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 Guest Services 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
• Assist the Front Office Manager in all aspects of the department 
• Cover MOD shift
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
• Support 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
• Work closely with Front Office on arrivals, departures and lobby management
• Oversee the Tour, Group and Conventions from a Guest Services perspective from the pre-convention to post-convention stage
• Act as liaison with key departments (Front Office, Conference Services, Housekeeping) to ensure a seamless arrival and departure process
• Anticipate needs of Accor members, Distinguished Visitors, Special Attention and VIP guests, while corresponding with these individuals to ensure expectations are met and special requests are addressed
• Review, develop and implement new systems and standards
• Organize and facilitate monthly meetings
• Promote health and safety, ensure safe working environment, monthly health & safety meeting is attended and followed up
• Support 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
• Seek feedback and perform follow up on guest satisfaction and deals with challenges in accordance with our Mission Statement and philosophy of employee participation
• Select, train, and manage the performance of staff to ensure Fairmont Hotels & Resorts Standards and Mission Statement objectives are maintained at all times 
• Ensure 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
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions.
• Foster an inclusive environment where every individual feels valued and respected
• Other duties as assigned

Your experience and skills include:

• Valid Alberta Driver's License 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,…