Guest Experience Manager

Fairmont Jasper Park Lodge is seeking passionate and adventurous individuals to join our incredible team here in the Canadian Rocky Mountains. Our hotel offers a wide variety of jobs in over thirty departments and is sure to have something that sparks your interest. We pride ourselves on the work/play lifestyle that working in Jasper National Park provides and we do our best to ensure your quality of life is elevated when working for us. If you have ever dreamed of working in Jasper, don't miss out on this opportunity.

The knowledge of a great Concierge is the expectation of our Guests when staying at The Fairmont Jasper Park Lodge. Your ability to anticipate Guests’ needs and make informed suggestions will ensure they have a truly memorable stay. The Guest Experience Manager manages the day-to-day Butler & Concierge services operations verifying that quality and standards exceed the expectations of guests on a daily basis. This includes all pre-arrival activities, Butler Service & Concierge Desk operations, and Butler staff to provide a seamless Butler program for guests.

What is in it for you:

• Subsidized staff accommodation provided on-site for full time status
• Competitive extended benefits package including medical, vision and dental for full time permanent status
• Employee Travel Program
• Comprehensive Wellness Platform
• Discounts on food & beverage/spa/golf
• Opportunity to develop your talent and grow within Fairmont Jasper Park Lodge and over 5,000 properties with Accor

What you will be doing:

Reporting to the Director of Guest Experience, responsibilities and essential job functions include but are not limited to the following:

• Manages VIP guests. Recognizes repeat and important guests and builds rapport to develop personal guest contact, obtains preferences and proactively anticipates guest needs and requirement.
• Manages VIP guests’ schedules as appropriate to support potential needs.
• Manages the VIP Guest Experience with high level of privacy and confidentiality
• Assist guests with mail, messages, and any plans or arrangements guests require
• Provide personalized and specialized service to VIP guests of the Hotel
• Supervises & coaches Butler & Concierge Service Desk and verifies resources to provide seamless services during the on-site guest journey.
• Conducts daily stand-ups and communicates clear and consistent messages through stand-ups regarding the Butler team updates and goals to produce desired results.
• Obtains list of check-ins and VIP guests to prepare work assignments for the Butler team.
• Keeps the Butler team focused on critical components of operations to drive guest satisfaction and the desired financial results.
• Manage scheduling, payroll, and forecasting for Butler Services and Concierge teams
• Consistently offer professional, friendly and engaging service
• Promote and sell the services and concessions within the Hotel as well as services offered by suppliers
• Lead the Concierge team to drive sales and meet department goals
• Liaise with Groups, Tours, and Individuals to organize dining at the Hotel, including building dining blocks
• Monitors any guest recoveries to ensure proper follow up with respective teams is done in a timely manner
• Encourages and builds mutual trust, respect, and cooperation among departments such as Front Office and Housekeeping whose touch points intersect with butler services and Butler team members.
• Serves as a role model to demonstrate appropriate behaviors and sets the bar for execution of butler services through training and mentorship.
• Implement and update the I-Concierge system with the Director of Guest Experience
• Work closely with suppliers to create or renew annual contracts
• Manages in cabin inventory and storeroom PAR stock to ensure purchasing is done in a timely fashion
• Assist with the care and supervision of the Jasper Park Lodge’s Canine Ambassador
• Maintain knowledge of daily functions and promotions in the Hotel
• Other duties as assigned

Your experience and skills include:

• Excellent knowledge of The Fairmont Jasper Park Lodge, the town of Jasper, and local attractions
• Previous experience in the capacity of hotel concierge or butler in a Luxury setting required
• Guest Service experience in a hotel environment preferred
• Previous supervisory experience is a must
• Must possess a professional presentation
• Must possess outstanding guest services skills and sophisticated verbal & written communication skills
• Experience using Microsoft Office, including Word, Excel, and Outlook
• Previous experience with Property Manager and I-Concierge an asset
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Your team and working environment:

• Frequent standing and walking throughout shift
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs and ramps
• Fast-paced, upscale, luxury hotel
• Close proximity to Marmot Basin Ski Resorts in winter and world-renowned hiking trails in summer
• Hospitality employees worldwide making this a great place to develop lifelong connections

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

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

APPLY TODAY: You can find out more about life working at Fairmont Jasper Park Lodge - Jasper Park Lodge | Fairmont Mountain Meetings | (fairmontmtnjobs.com)

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
Discover the life that awaits you at Accor, visit https://careers.accor.com/ Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS