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Job Description – Guest Relations Manager (JPL03496)Employee Status:
Regular
Guest Relations Manager
Providing engaging- sincere- personalized service is one of the ways our Front Office Colleagues are turning moments into memories at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as Guest Relations Manager- where you will lead- train and recognize your team in support of exceptional guest service!
Hotel Overview:
Fairmont Jasper Park Lodge is surrounded by the snow capped mountains and enchanting lakes of Jasper National Park; a UNESCO designated World Heritage Site which includes the #1 Best Golf Resort in Canada by the readers of SCOREGolf Magazine- a newly redesigned Fairmont spa-
9 food and beverage outlets- and many outdoor activities which are right outside your door. No matter what time of year you visit Fairmont Jasper Park Lodge- you can expect to be a part of |The True Rocky Mountain Experience|.
Summary of Responsibilities:
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
Provide day to day operational and managerial support for Front Desk- Royal Service and Tours department and ensure all service standards are followed
Consistently offer professional- friendly and engaging service
Assist the Front Office Manager in all aspects of the department
Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
Communicate through pre-shift logs- emails and departmental meetings all pertinent information for the respective shift and areas of operation
Train- inspire- develop- and recognize Front Office division colleagues including Front Office- Royal Service and Tours.
Assist guests regarding hotel facilities in an informative and helpful way
Review arrivals- ensure that special requests are met and service is anticipatory
Ensure accurate billing is completed upon guest departure
Act as a liaison for all departments within the hotel
Follow all safety policies- including emergency procedures and vehicle policies
Support Company and Hotel policies and procedures including
promoting and participation in Employee Engagement Survey (EES)- Fairmont Standards which include LQA- Health and Safety- and Voice of the Guest (VOG) initiatives
Responsible for performance management including one on one coach & counsel sessions- maintaining performance logs and conducting performance reviews
Establish initial department training as well as ongoing training on new systems- programs and processes in the department
Ensure service standards are met with respects to guest satisfaction in Voice of the Guest by ensuring that all guest issues/complaints receive prompt action and follow up
Ensure all necessary crisis and emergency procedures are in place to meet hotel standards and that all agents are fully trained to handle emergency procedures
Ensure all key control procedures are followed
Handle Guest concerns and react promptly- logging- notifying proper areas and ensuring the utmost satisfaction in resolutions
Assist in growing Fairmont President Club membership and soon to be Le Club Accor-
Driving GOP through meeting or exceeding the upgrade and walk in goals
Balance operational- administrative and Colleague needs
Follow all safety policies
Other duties as assigned
Qualifications
Previous leadership experience in a Front Office Operation or similar capacity required
Excellent knowledge of Front Office and Hotel procedures required
General knowledge of key departments- including Housekeeping and Maintenance an asset
Previous PMS experience required
Computer literate in Microsoft Window applications required
University/College degree in a related discipline an asset
Ability to work flexible days and hours
Must possess a professional presentation
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to work well under pressure in a fast paced environment
Ability to work cohesively with fellow colleagues as part of a team
Ability to focus attention on guest needs- remaining calm and courteous at all timesVisa Requirements:
Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.