Assistant Front Desk Manager

Assistant Front Desk Manager

Fairmont Banff Springs, Banff, Canada

Region: Luxury & Lifestyle

Job Description Representing The Fairmont Banff Springs through excellence in guest service. Responsible for the effective and efficient operation of the Front Desk team. Lead, teach, coach and inspire the supervisors and colleagues of the Front Desk while committed to helping the hotel become one of the world's finest heritage resorts.

Competitive Salary: $66,000-$67,000 gross annually, based on previous experience & education

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

• Consistently offer professional, friendly and engaging service
• Ensure guest satisfaction levels and standards of quality of service in addition to actively developing and implementing new systems and standards
• Handle guest comments and complaints, ensuring guests needs are met or exceeded
• Participate in interviewing and recruitment of Front Office Reception Agents
• Ensure efficient training and development of personnel by means of detailed systems and procedures in the Front Office (training manuals, fact sheets, internal coding systems, etc.)
• Oversee and participate in guest relations and directs arrangements for VIP and special attention reservations
• Give effective support to staff for the work, which has to be done and assists in all matters pertaining to the Front Office
• Organize, coordinate and supervise training, conduct regular training sessions and communications meetings
• Responsible for development and performance management of all Front Office colleagues
• Coordinate and communicate information pertinent to all other departments to ensure the highest level of guest service
• Knowledge in emergency procedures, general crisis situation procedures and keeping health and safety in the forefront
• Ensure that all controls are in place and are adhered to, ie. rates, market codes, etc.
• Reviewing and revising daily reports and ensuring they are in line with SAQ standards
• Responsible for coordinating with the Reservation Manager and the Guest Services Managers all preparations for incoming conventions, groups and tours as well as all pre-arrival including blocking of rooms, convention resumes, special requirements and departure activities
• Maintain and assist the Front Desk Manager on ongoing training and motivation programs
• Responsible for all details of employees administration, payroll forecasts, payroll administration on a daily, weekly and monthly basis
• Maintain and submit to the Front Desk Manager, approved staffing schedules on a weekly basis
• Responsible for personal cash float
• Ensure Fairmont policies and procedures are known, followed and enforced, promote the philosophy of empowerment within guidelines
• In all that we do create and be responsible for smart goals that help to achieve EOS, VOG, RevPAR, GOP yearly objectives
• All other duties assigned

Qualifications

• Minimum 2 years experience in a Hotel leadership role

• Computer literacy required: PROPERTY manager or another property management system, Excel, Word, Time and Attendance, Watson

• Dynamic, enthusiastic, creative leader who thrives under pressure and is able to perform multiple functions at the same time

• Excellent interpersonal and communication skills, both written and verbal

• Proven leadership skills which supports an environment of employee growth and development, interdepartmental teamwork and exceptional customer service

• A leader who will lead, teach, inspire our team to reach the next level of service

• Hospitality Diploma an asset

• Additional Information

Job Perks & Benefits:

• 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 $8/meal)

• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics, Fertility Drugs and Gender Affirmation 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 – exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Fairmont Resorts in Lake Louise, Jasper & Whistler

• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Banff Springs Golf Courses

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

• Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

• Let your passion shine

• We take pride in promoting heartfelt hospitality with a French Zest, valuing passion, excellence and emotional intelligence. We pioneer a committed and sustainable approach to luxury, encouraging openness and inclusivity. We value new encounters with colleagues and guests from all horizons with a goal of creating a distinctive culture together.