Director of Front Office

Company Description Salary Range - $85,000 - $95,000 Embrace your passion for hiking, skiing, snowboarding and many other outdoor activities in Banff National Park while pursuing a fulfilling career at Fairmont Chateau Lake Louise. Take a risk, make a change and experience a new adventure while further developing your career. To live and work in a National Park is a once in a lifetime opportunity. Our team is a network of empowered individuals with a strong sense of themselves and the hospitality industry. Work hard, play hard and receive extraordinary benefits including subsidized onsite accommodations, which make saving money very easy to manage. Join our Fairmont family today! What is in it for you:

• 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 $5/meal)
• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health (up to $5,000/year), Orthodontics (up to $2,500/year), Fertility Drugs and Gender Affirmation (Lifetime maximum of $10,000) 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 - Discounted room rates including 50% off all food & beverage at Fairmont Resorts in Banff, Lake Louise, Jasper & Whistler (subject to availability)
• Comprehensive wellness platform (GreenShield+)for employee mental health and wellbeing support
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, and Spa
• Automatically added to our resort’s Colleague Lifestyle Program which includes access to staff activities and events
• Opportunity to develop your talent and grow within Fairmont Chateau Lake Louise and over 5,000 properties with Accor

Job Description Director of Front Office As a Director of Front Office, you will show your strategic leadership and interpersonal strengths to maximize the Rooms Operations. You will be responsible for the delivery of five star luxury guest services, through adherence to service standards, driving service enhancements, whilst consistently building colleague engagement. What you will be doing:

• Lead the function in all areas of the Front Office Division: Front Desk, Guest Services, Concierge and Royal service.
• Ensure service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Review departmental profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues.
• Conduct daily briefings with all teams and review all information pertinent to the day’s business.
• Prepare weekly work schedules in accordance with the staffing guidelines and labor forecasts; adjust schedules to meet business demands.
• Conduct weekly meetings with departmental managers and review all information pertinent to the week’s business.
• Observe and review guest feedback/comments and provide coaching with staff to ensure guest needs are being met.
• Monitor and handle guest complaints in an expedient and effective manner, effectively managing RPS while monitoring for any trends and responding directly to guests as necessary.
• Act as the ALL Limitless program champion and drive loyalty, manage the hotel yearly target and ensure training and teams collaboration to enhance the program delivery.
• Manage Hotel room inventory on a daily basis.
• Provide training and development opportunities for all Heartists.
• Conduct annual/semi-annual performance reviews for all managers; provide performance feedback to all staff; handle disciplinary problems and counsel managers and staff.
• Facilitate divisional and departmental management monthly/weekly meetings.
• Cooperate with the Finance team and ensure compliance of credit policies and SAQ procedures.
• Ensure guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Fairmont Standard Operation Procedure as well as Leading Quality Assurance (LQA) and Forbes standards, and aim to achieve the scores and goals set by the hotel.
• Oversee the handling and follow-up of any security incident, guest complaint, and always reinforce hotel values.
• Act according to hotel emergency and crisis management procedure.
• Establish and champion SLS specific Standard Operating Procedures (SOP’s) for the Front office Division.
• Attend, lead, and participate in various hotel and departmental meetings.
• Interview, train, and manage all talent in the Front Office Division.
• As a member of the leadership team, you will be expected to role model our culture and take collective responsibility for the effective running of the Front office division and play an ambassadorial role for colleagues as required.
• Lead the Employee engagement performance (EES) of the Front office team ensuring it is effectively managed through focus on colleague training and development, problem resolution, coaching, succession planning and holding teams accountable for delivering the Fairmont service standards.
• Drive a high performance culture, setting clear expectations, empowering your team and holding them accountable for delivering our Mission.
• Perform any duties and special projects as requested by management.

Qualifications

• A minimum of two years Front Office management experience in a luxury hotel required.
• Previous experience with Opera system required.
• Computer literate in Microsoft Windows applications required.
• University/College degree in a related discipline preferred.
• Ability to lead by example, believe in a strong team culture and set the scene for high performance.
• Self-motivated, with the ability to make effective decisions.
• Demonstrates initiative, and the ability to multitask and work with minimal supervision.
• Ability to maintain high service levels under pressure.
• Ability to consistently stand and walk throughout shift.
• You are an excellent relationship builder, confident in working with other teams and leaders; you are passionate about what we can achieve together.
• You take ownership of important issues, solve problems, and make effective decisions.
• You are up for doing things differently and trying (almost) everything once.
• You want to be part of a team that works hard, supports each other and has fun along the way.
• Solid business/financial acumen with good understanding of luxury hotel operations.
• Ensures security and confidentiality of guest and hotel information in accordance with company GDPR data security act.
• Maintain complete knowledge of:
• All hotel features/services.
• All room types, numbers, layout, décor, appointments and locations.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Previous day’s pickup and anticipated business levels.
• Room availability status for any given day.
• Scheduled in-house group activities, locations and times.
• All hotel and divisional policies and procedures.

You may be required to work on holidays, weekends, overnights and other non-day shifts. Submission of your application to Fairmont Chateau Lake Louise indicates that you are able to meet these requirements as needed. Additional Information Visa Requirements: Applicants must be legally eligible to work in Canada. APPLY TODAY: We encourage you to visit our website to learn more about living and working in Lake Louise! 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. About Fairmont Hotels & Resorts: At Fairmont Hotels & Resort we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the #J-18808-Ljbffr