Front Office Supervisor

Are you ready for an opportunity to lead and inspire? This role is looking for someone who is passionate about innovation and team mentorship and has a natural talent for excellence in guest service and have proven track record for exceeding expectations.

Starting Rate: $28.57 per hour

We recognize tenure through our compensation. Hourly rates increase after six months, and yearly to three years. At three years the pay rate for this role would be $31.30.

Job Duties Include:

• Oversee the daily operations of the Royal Service team including but not limited to answering all internal & external calls, overseeing guest communication channels through text & email, booking dining reservations & resort activities
• Work closely with and communicate effectively with other departments within the hotel
• Responsible for the mentorship, motivation, training and development of up to 16 + Switchboard Agents, including performance management and performance reviews
• Create and implement innovative policies and procedures, inspiring colleagues to champion and drive them forward
• Develop and maintain standards for the department, while adhering to Fairmont’s core standards
• Act as a Guest Recovery specialist by ensuring all guest issues are tracked and followed up on for appropriate service recovery
• Able to analyze guest feedback relating from a variety of sources to identify trends and implement operational changes to satisfy guest feedback
• Ensure a safe environment for our guests and colleagues by adhering and enforcing the hotel’s health and safety policies
• Play a vital part of and promote an understanding of the hotel’s emergency procedures while working closely with Security and Engineering on emergency response times
• Other duties as assigned

Your Skills & Qualifications:

• Minimum 1 year experience in a leadership capacity in a large hotel preferred
• 2 years of previous front office experience, preferably in a large volume property
• Excellent knowledge of Micros-Opera PROPERTY Manager, Avaya, Royal Service Manager, OpenTable and Microsoft Office applications are a definite asset
• Highly organized, innovative and results-orientated with the ability to be flexible and work well under pressure in a fast paced, changing environment
• Excellent written and verbal skills with a high attention to detail required
• Solutions-orientated, strong interpersonal skills and problem solving techniques
• Constant sitting, standing and walking throughout shift

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 $4/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
• https://careers.accor.com/global/en/job/front-office-supervisor-royal-service-in-fairmont-banff-springs-banff-canada-jid-52909