Front Desk Supervisor

At The Rimrock it is our vision is to be the most desired hospitality experience in the Canadian Rockies for guests and employees alike. It is our mission to create personal connections and experiences while honouring our values of Time, Communication, Team, Integrity, and Excellence through transparent communication, mentorship, and growth.

Here at The Rimrock Resort Hotel, we welcome colleagues like an extension of our guests — individuals who travel from around the world to explore the Canadian Rockies. As an employee, you will live and work with a very diverse team in one of the most beautiful settings in the world, creating unforgettable memories on and off duty.

Scope

The Front Desk Supervisor performs the duties of a Front Desk Agent while also supervising Front Desk team members to ensure efficient and smooth operations, resulting in excellent feedback and guest satisfaction.

Duties and Responsibilities

• Welcome guests and visitors to the front lobby of the facility, record their information, and choose rooms for them based on their needs.
• Provide professional, courteous, timely, and accurate guest service that goes above and beyond guests’ expectations.
• Train new staff members and provide ongoing feedback.
• Help create a positive, encouraging, and motivating team environment. Support, coach, and ensure that each member of the front office team is working as per hotel standards.
• Coordinate solutions quickly when guests experience problems in their room by working with Housekeeping and/or service staff.
• Serve as the escalation point for guest issues when required, handle guest concerns, and react quickly and professionally.
• Coordinate with management to ensure smooth Front Office operations, problem solve on the spot when required, report technical issues in a timely manner.
• Ensure that end of shift reports and checks are completed.
• Be fully knowledgeable of night audit procedures.
• Make arrangements for special requests, VIP accommodations, and distribution of VIP lists to appropriate departments.
• Ensure all areas of the Front Office operations meet expectations for cleanliness, sanitation, employee appearance, customer service, safety, and environmental standards.
• Perform the duties of a Guest Services Agent and other tasks and duties assigned by management as required.

• Completion of Grade 12 or equivalent
• 3 years of experience working at a hotel Front Desk
• 1 year of experience working at the supervisory level
• Available to work a flexible schedule
• Comfortable using Microsoft Outlook, Excel, and Word
• Experience in Opera is an asset
• Customer-service oriented
• Excellent communication and listening skills
• Responsible problem solving skills
• Keen attention to detail, even when under pressure
• Organized and able to successfully complete multiple tasks simultaneously
• Proven leadership skills and a passion for coaching and developing a team

Physical Demands

• Constant standing and frequent walking
• Occasional bending, leaning, reaching, sitting
• Significant lifting and carrying up to 11 pounds / 5 kg
• Significant use of a computer

Employee Perks & Benefits:

• Deeply subsidized staff accommodation for all levels of employee
• One complimentary duty meal per day in staff cafeteria
• Complimentary Banff Transit Pass
• Employee travel program with discounts on room rates at 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, Jasper & Whistler (subject to availability)
• Discounted room rates for family and friends at The Rimrock Resort Hotel
• Monthly employee events and activities
• 30% Discount on all Food & Beverage while dining at The Rimrock Resort Hotel
• 20% Discount on Spa Treatments
• Discounted Golf Memberships at Fairmont Banff Springs Stanley Thompson 18 and Tunnel 9 Golf Courses (Seasonal)
• Opportunity to develop your talent and grow within The Rimrock Resort Hotel and over 5,000 properties with Accor

Inclusion & Diversity

We want every employee to feel valued, appreciated, and free to be themselves at work and in housing. Banff National Park draws individuals from all around the world to visit, work, and live. Our location naturally fosters a diverse workforce and new employees can see themselves represented throughout the hotel, regardless of cultural origin, gender identity, religion, physical abilities, sexual orientation or age. As an organization, we know we can always strive to be better and intentional acts of inclusion are key to achieving our mission.