Guest Communications Manager

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

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 

Qualifications

• Minimum 2 years’ previous supervisory/management experience in Front Office Operations 

• Graduate of Hotel Management or Hospitality program a definite asset 

• Knowledge of computerized Front Office systems required with emphasis in Property Manager 

• Superior leadership and coaching skills with a proven track record of developing and motivating career minded professionals. 

• Highly organized, results-oriented with the ability to be flexible and work well under pressure. 

• Solutions-orientated, strong interpersonal skills and problem solving techniques. 

• Ability to focus attention on guests needs, remaining calm and courteous at all times. 

• Comfortable sitting/standing for long periods of the day 

Additional Information

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 $8/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

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

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.

If you are contacted by a Recruiter, kindly inform them at any stage of the recruitment process if you will need support or accommodations.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS