Front Desk Manager

Company Description

Experience luxury, adventure, and the great outdoors at Fairmont Jasper Park Lodge—where the stunning Canadian Rockies are your backyard. Take your career to new heights while surrounded by breathtaking landscapes, world-class hospitality, and endless opportunities to explore. This is more than just a job—it’s a chance to live, work, and thrive in a place like no other. Join us and make every day an unforgettable adventure!

Job Description

Front Desk Manager

The Front Desk Manager plays a key leadership role in ensuring exceptional guest experiences from pre-arrival through departure. Reporting to the Front Office Manager, this position is responsible for overseeing the daily operations of the front desk team, driving service excellence, and supporting revenue and occupancy goals. The Front Desk Manager actively contributes to training and staff development, fosters a positive and productive work environment, and ensures the smooth coordination of guest services across departments. A focus on innovation, team morale, and operational efficiency is essential to success in this role.

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

• Assist in attainment of occupancy targets as well as occupancy of the weekly and daily occupancy forecasts
• Actively involved in the continuous improvement of driving revenue and improving efficiencies
• Ensure guest satisfaction levels and standards of quality of service in addition to actively developing and implementing new systems and standards
• Bring innovation and creativity to all aspects of the role
• Handling of guests comments and complaints, ensuring guests needs are exceeded
• Interviewing and recruitment of Front Office staff
• Creating an environment that fosters improved morale and retention of employees
• Ensures efficient training and development of personnel by means of detailed systems and procedures in the Front Office (training manuals, fact sheets, internal coding systems, etc.)
• Oversees and participates in guest relations and directs arrangements for VIP and special attention reservations
• Gives effective support to staff for the work, which has to be done and assists in all matters pertaining to the Front Office, including Front Desk, Night Reception, and Overnight Switchboard
• Organizes, co-ordinates and supervises training, conduct regular training sessions and communications meetings
• Responsible for development and performance management of all Front Desk colleagues and leaders
• Coordinating and communicating pertinent information to all other departments to ensure the highest level of guest service
• Knowledge in emergency procedures, general crisis situation procedures and keeping health and safety in the forefront
• Ensures that all controls are in place and are adhered to, ie. rates, market codes, etc.
• Responsible for coordinating with the Convention Services Manager and the Guest Services Managers for all preparations for incoming conventions, groups and tours as well as all pre-arrival including blocking of rooms, convention resumes, special requirements and departure activities
• Maintain and assist the Front Office Manager on ongoing training and motivation programs
• Responsible for all details of employees administration, payroll forecasts, payroll administration on a daily, weekly and monthly basis
• Maintain and submit, to the Front Office Manager, approved staffing schedules on a weekly basis
• Responsible for personal cash float
• Ensure Fairmont policies and procedures are known, followed and enforced, promote the philosophy of empowerment within guidelines
• In all that we do create and be responsible for smart goals that help to achieve EOS, GSI, RevPAR, GOP AND VOG yearly objectives
• All other duties assigned 

Qualifications

Your Skills & Qualifications:

• 2 years experience in a Front Office or Assistant Front Office Manager role
• Computer literacy required: Micros-Fidelio Property Manager version 2.6.3 e9 or another property management system, Excel, Word
• Dynamic, enthusiastic, creative, flexible leader who thrives under pressure and is able to perform multiple functions at the same time
• Excellent interpersonal and communication skills, both written and verbal
• Proven leadership skills which supports an environment of employee growth and development, interdepartmental teamwork and exceptional customer service
• A leader who will lead, teach, inspire our team to reach the next level of service
• Hotel Management Diploma an asset

Additional Information

Visa Requirements : Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Job Perks & Benefits:

• Subsidized staff accommodation assistance provided 
• One complimentary meal per shift in our staff cafeteria
• 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 – exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Fairmont Resorts in Banff, Lake Louise & Whistler (subject to availability)
• Comprehensive wellness platform for employee mental health and wellbeing support
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, and Fairmont Jasper Park Lodge Golf Course
• Automatically added to our resort’s Colleague Lifestyle Program which includes access to staff activities and events
• Opportunity to develop your talent and grow within Fairmont Jasper Park Lodge 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 Jasper Park Lodge 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]