Basin Wellness Facility - Guest Experience Supervisor

Company Description

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!

Job Description

Basin Glacial Waters is a brand new, highly anticipated Wellness Facility that will offer guests a truly luxurious experience. As part of our leadership team, the Guest Experience Supervisor will support the Food & Beverage and Basin Concierge teams to ensure every guest receives luxury level service. This position will be active in both Basin Reception and Glacier Lounge areas, working with both teams.

Position Type: Permanent

Job Duties Include:

Reporting to the Wellness Operations Manager, responsibilities and essential job function include but are not limited to the following:

• Maintain an inventory of supplies used in the administration of the Basin
• Complete monthly inventory and ordering in tandem with the leadership team
• Provide administrative assistance to the Wellness Operations Manager through daily scheduling and payroll 
• Ensure the proper procedures in the operations of the reception retail and Glacier Lounge area
• Processes and oversees special requests of customers
• Keep up to date reports and ensure that they are accurately processed i.e. CASD reporting
• Oversee the confirmation process and booking strategy of the Basin to safeguard revenue and minimize loss from cancellations or unconfirmed cancellations.
• Set sales goals and incentives to drive revenue as well as assist with retail/treatment training from external trainers
• Work in collaboration with the Basin Leadership team on projects, events, special requests.
• Monitor and ensure that all colleagues practice safe procedures at all times
• Responsible for the efficient training of reception staff in terms of work-related tasks and participate in training and development of current and future employees
• Ensure effective communication between all departments in relation to the operations of the receiving department.
• Follow all Fairmont Hotels and Resorts policies.
• Handle Basin reservations, respond to guest inquiries via phone and email, and monitor voicemail to ensure timely responses.
• Work closely with Fairmont Spa concierge to provide guests with additional treatment options
• Meet booking quotas, promote hotel services and spa amenities, and develop product knowledge to assist with treatment selection and retail sales.
• Generate and audit daily reports, maintain office records, and ensure reservation accuracy.
• Assist with Facility attendants and Lounge servers as needed during peak times
• Take guest orders and prepare them to their preferences
• Monitor inventory of supplies, ensuring everything is restocked as needed.
• Engage with guests to create a welcoming environment, handle complaints, and ensure satisfaction.
• Work closely with our culinary team on offerings and ensuring quality and presentation expectations are exceeded
• Keep the Food and Beverage areas clean, including equipment and countertops.
• Ensure accurate ordering in Micros POS systems
• Other Duties as assigned

Qualifications

• Previous leadership experience an asset
• Previous experience in spa setting an asset
• Computer literacy in Windows, MS Office Word, Excel, Opera PMS System and Book4Time is recommended
• Strong business acumen
• Have excellent communication skills (written and oral) in English.
• Proactive Skill Set – Spa experience an asset
• Strong interpersonal and problem solving abilities
• Demonstrates initiative, and the ability to work with minimal supervision
• Ability to maintain high service levels under pressure

Additional Information

Visa Requirements: Applicants must be legally authorized to work in Canada. 

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 $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)
• Opportunity to develop your talent and grow within Fairmont Chateau Lake Louise and over 5,000 properties with Accor

Apply Today: Whether you're just launching your career or looking for a new adventure, we invite you to visit to learn more about Fairmont Chateau Lake Louise and the extraordinary opportunities that exist within our resort!

We encourage you to let us know if you require any accommodations through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: [email protected]

Our Commitment to Diversity & Inclusion:  

At Fairmont Chateau Lake Louise, we believe that the strength of our team lies in its diversity. We are committed to fostering an inclusive environment that respects the unique backgrounds, perspectives, and talents of the individual. As an Equal Opportunity Employer, we are dedicated to providing equal access to opportunities. We welcome applications from all qualified candidates.