Guest Communications Manager

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!

Are you a service professional with excellent organizational, analytical, and motivational skills? Lead our team of Royal Service Agents who are at the heart of our communication system; experts in all areas able to manage the call center functions, facilitate our curbside operation and provide seamless service to our Guests and Colleagues.

What You Will Be Doing: 

• Oversee the daily operations of the Royal Service team including but not limited to the operation of the hotel switchboard, dining reservations, pre-registration of loyalty/Keep In Touch guests, Kipsu, and response management of online review platforms.

• Responsible for the mentorship, motivation, training and development of the Royal Service Agents and Supervisors.

• Able to analyze guest feedback from a variety of sources such as TrustYou, Kipsu, LQA, SCORE, and online review platforms to identify trends and implement operational changes to satisfy the guest feedback.

• Act as a Guest Recovery specialist/mentor and ensure all issues are appropriately recorded through SCORE and effectively communicated for appropriate ownership.

• Liaise with departments to ensure problem free stays by reviewing & communicating trends from RSM data.

• Ensure updating and the maintenance of the hotel’s telephone system is completed

• Responsible for performance management including one on one coach & counsel sessions, & maintaining performance logs.

• Assist the Front Office Manager with tasks such as recruitment, scheduling, payroll and month end commentary.

• Have a complete knowledge of the hotel’s emergency procedures and promote understanding of the hotel’s Emergency Procedures working closely with Security and Engineering on Fire Panel response times.

• Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping and Engineering

• Maximizes results in room up-selling and loyalty program recruitments.

• Other duties as assigned
• https://careers.accor.com/global/en/job/guest-communications-manager-in-fairmont-chateau-lake-louise-lake-louise-canada-jid-100165