Assistant Royal Service Manager

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.

Fairmont Banff Springs is seeking a dynamic and organized Royal Service Assistant Manager to lead our Switchboard team. In this role, you will oversee daily operations, manage guest communications, drive service excellence, and support team development. With a strong focus on guest recovery, performance management, and operational efficiency, you will play a key role in enhancing the guest experience. If you are a motivated hospitality professional with leadership skills and a passion for service, we invite you to join our team!

Competitive Salary: $65,000 - $67,000 gross annually, based on previous experience & education.

What you will be doing:  

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

• Oversee the daily operations of the Royal Service department including but not limited to the operation of the hotel switchboard, dining reservations, pre-registration of Keep In Touch guests
• Strong understanding of guest feedback tools including but not limited to Royal Service Manager, Kipsu, VOG, Alice, OpenTable and Avaya.
• Responsible for recruitment and labour standard planning to effectively coordinate scheduling to meet the needs of the business while adhering to forecast.
• Act as a Guest Recovery specialist/mentor and ensure all issues are appropriately recorded through Service Recovery and effectively communicated for appropriate resolution and ownership.
• Responsible for development and performance management including one on one coaching & counselling, and maintaining performance logs.
• Maximizes results in room up-selling and loyalty program recruitments.
• Required to create and implement innovative policies and procedures and inspire the colleagues to drive these forward.
• Ensure a safe environment for our guests and colleagues by adhering and enforcing the hotel's health and safety policies.
• Promote understanding of the hotel's emergency procedures working closely with Security and Crisis Committee
• Other duties as assigned

Your experience and skills include:

• Hotel Management Diploma an asset
• Must be legally able to work in Canada
• Previous leadership experience in a similar capacity required
• Excellent knowledge of OPERA Cloud, Symposium (CCM), Royal Service Manager,  OpenTable and Microsoft Office applications are a definite asset
• 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
• Comfortable sitting/standing for long periods of the day

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 $4/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 www.banffspringsjobs.com 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: [email protected]