VIP Supervisor - Front Office / Concierge

Company Description

Who We Are:

Join the team at Fairmont Banff Springs. Set in one of Western Canada’s most spectacular alpine destinations, Banff offers a unique community of hospitality enthusiasts, outdoor adventure seekers, artists, entertainers, and families alike. It's the perfect work/life combination.

Job Description

Are you a hospitality professional seeking an opportunity to advance your current skills and abilities? As a VIP Supervisor, you will play a key role in delivering the highest level of personalized service to our VIP, high-profile, and valued guests while leading and supporting the VIP Concierge team. You will have the opportunity to create memorable experiences, anticipate guest needs, and ensure seamless service throughout every stage of the guest journey.

The successful candidate must have a strong understanding of both the hotel and the surrounding area. They will be a confident leader who leads by example, empowers colleagues, and consistently looks for opportunities to elevate the guest experience.

Starting Rate: $29.43

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 $32.21

. Job Duties Include:

• Reporting to the VIP Concierge Manager, responsibilities and essential job functions include but are not limited to the following:

• Consistently offers professional, engaging and friendly service.
• Assist in coordinating all phases of the VIP guests' stay from pre-arrival, arrival, in house, departure and post-departure to ensure the highest level of guest service and a seamless experience is provided
• Meet and greet and ensure personal contact during the guest’s stay.
• Supervise and monitor the daily activities of the VIP team, ensuring departmental standards and service expectations are consistently achieved.
• Lead, teach, coach, mentor, and inspire colleagues to turn moments into memorable experiences for our guests.
• Empower colleagues to recover guest service challenges and ensure all guest concerns are tracked and followed up on to avoid future reoccurrence.
• Provide a courteous and professional service at all times, utilizing our Concierge Service Essentials and Service Promise Essentials to turn moments into memories for our guests.
• Lead by example and sustain an environment of Respect, Integrity, Teamwork, Accountability, Excellence, and positive employee relations.
• Provide correct and accurate information on tourist sites and activities, including being well versed in their individual company policies and procedures.
• Log reservations, create confirmations and itineraries, provide information and be well versed on the ALICE application.
• Support the VIP Manager with the implementation and continuous improvement of departmental goals, procedures, and service standards.
• Assist with colleague training, onboarding, mentorship, coaching, performance management, foster professional growth, and maintain high service standards.
• Communicate and liaise effectively with leaders and colleagues across all hotel departments to ensure a seamless guest experience.
• Understand and promote the hotel's vision, values, and departmental goals and standards.
• Ensure a safe environment for guests and colleagues by adhering to all hotel Health & Safety policies and procedures.
• Maintain a high level of professionalism, organization, and attention to detail while managing multiple time-sensitive requests in a fast-paced luxury hotel environment.
• Be available to work a flexible schedule, including mornings, evenings, weekends, holidays, and varying shifts as required.
• Other duties as assigned.

Qualifications

Your Skills & Qualifications:

• Minimum 2 years' previous hotel experience in VIP Service, Front Office, Guest Services, Concierge or Royal Service.
• Previous supervisory or leadership experience in a large hotel or luxury resort preferred.
• Exceptional interpersonal and organizational skills; written and verbal communication skills.
• Strong guest service orientation and a passion for delivering outstanding service.
• Degree or Diploma in Hospitality Management is an asset.
• Food & Beverage experience an asset.
• High attention to detail.
• Second language is an asset.
• Excellent knowledge of Opera-Cloud PMS.
• Strong working knowledge of Microsoft Office Suite, including Outlook, Word, Excel, and Publisher.
• Ability to work independently and prioritize responsibilities.
• Complete knowledge of all hotel facilities and tourist attractions/activities in the Town of Banff.

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, 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
• 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 Lake Louise, Jasper & Whistler
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Banff Springs Golf Courses

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

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 Banff Springs and the extraordinary opportunities that exist within our resort!

We encourage you to let us know if you require any accommodations through the application/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:  Show email