Assistant Front Office Manager

About the Role
Fairmont Jasper Park Lodge, located in the Canadian Rockies, is undergoing a multi‑phase transformation. In this dynamic environment, the Assistant Front Office Manager will support the Front Office Manager in delivering exceptional service across Front Desk, Concierge, Butler, Guest Services, Royal Service, and Tours departments.

Responsibilities

Consistently offering professional, friendly and engaging service.

Providing day‑to‑day operational and managerial support for Front Desk, Concierge, Butler, Guest Services, Royal Service and Tours departments.

Assisting the Front Office Manager and Director of Front Office in all departmental activities.

Ensuring proper staffing and scheduling of all Front Office colleagues in accordance with productivity guidelines.

Communicating through pre‑shift logs, emails and departmental meetings to provide pertinent information for shifts.

Training, inspiring, developing, and recognizing Front Office colleagues, including Tours and Royal Service, in the absence of the Royal Service Manager and Supervisor.

Reviewing arrivals to ensure special requests are met and service is anticipatory.

Ensuring accurate billing upon guest departure.

Acting as a liaison for all departments within the hotel.

Following all safety policies, including emergency procedures and vehicle policies.

Supporting Company and Hotel policies and procedures, including Employee Engagement Survey, Fairmont Standards, health & safety, and Voice of the Guest initiatives.

Leading performance management, conducting one‑on‑one coaching sessions, maintaining performance logs and conducting performance reviews.

Establishing initial and ongoing training on new systems, programs and processes in the department.

Ensuring service standards meet guest satisfaction; handling guest concerns promptly and logging as required.

Ensuring all agents are trained on crisis and emergency procedures.

Assist in growing Accor Live Limitless memberships by enrolling new members and encouraging colleagues.

Balancing operational, administrative and colleague needs while embracing the Fairmont brand promise and luxury.

Other duties as assigned.

Qualifications

Previous leadership experience in a luxury setting; an asset.

Excellent knowledge of Front Office and Hotel procedures.

General knowledge of key departments, including Housekeeping and Maintenance; an asset.

Experience with Opera PMS.

Proficiency with Microsoft Windows applications.

University/College degree in a related discipline; an asset.

Ability to work flexible days and hours.

Professional presentation and strong interpersonal and problem‑solving abilities.

Highly responsible, reliable, and able to work well under pressure in a fast‑paced environment.

Strong teamwork skills and calm, courteous attitude toward guests.

Valid full Canadian driver’s licence.

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

Benefits

Annual salary of $55,000 – $60,000 per year.

Subsidized staff accommodation on‑site for full‑time status employees.

One complimentary meal per shift in staff cafeteria (additional meals subsidized).

Comprehensive benefits package (Medical, Vision & Dental) with extended benefits 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 and food & beverage at Fairmont and Accor properties worldwide.

Mountain Explorer Travel Program – exclusive room rates for colleagues, including 50% off food & beverage at Fairmont Resorts in Lake Louise, Banff & Whistler.

Discounts on resort facilities:
Food & Beverage outlets, Fitness Centre, Spa, Golf Course.

#J-18808-Ljbffr