Assistant Manager, Front Office (INSPIRE Participant - Leadership Development Program) - 18 month

Job Description

We invite you to join the world of luxury hospitality at Fairmont Palliser as our new Assistant Manager, Front Office (INSPIRE Participant - Leadership Development Program). Inspire and create the grandest experience for our guest, clients and colleagues every day.

What does INSPIRE offer you?

During a 18-month period, you gain valuable leadership experience as an Assistant Manager in our Front Office department.

Program features:

• A Peer Ambassador helps you settle into your role, your responsibilities, and life as a hospitality professional
• A Mentor guides your progress, allowing you to learn by example
• A Property Project provides you with the opportunity to shine, showcasing your skillset, and innovative attributes
• You can see a clear path to continuous improvement – through ongoing feedback. Checkpoints with your leadership team, ensuring you thrive in your program

About the Front Office Inspire position: Where Hospitality Begins.

We are the first smiles guests see and the last goodbye they remember. From seamless check-ins to personalized service, we create effortless luxury at every touchpoint. Reporting to the Director, Front Office.

Key Responsibilities

• Operations & Guest Services

• Assist the Front Office Manager in executing departmental goals, including guest satisfaction, loyalty program enrollment and management, upsell revenues, and colleague engagement.
• Lead and coach colleagues to provide luxury guest service, ensuring personalized and memorable experiences.
• Conducts training, coaching and assessments on Fairmont, Accor and LQA service standards and fosters a culture of engaging, personalized service in the department.
• Serve as the first point of contact for escalations, identifying and resolving guest concerns urgently, either in person or in writing.
• Manage and oversee arrivals and departures to ensure smooth operations and the highest level of guest satisfaction.
• Take an active role in day-to-day Front Office operations, ensuring a seamless guest experience.
• Meet and greet VIP guests, escort them to their rooms, and follow up to ensure their comfort throughout their stay.

• Leadership

• Act as Manager on Duty, serving as a resource and support to all departments to ensure the smooth overall operation of the hotel in the absence of Department Heads and other Managers.
• Manage, train, develop, and motivate all colleagues reporting to this position to enhance performance and guest satisfaction.
• Develop, implement, and maintain an upsell incentive program to motivate employees and maximize hotel revenue.
• Provide training and guidance on the ALL-loyalty program, including enrollment, perfect arrival standards, daily reconciliation/audit, and colleague engagement.
• Effectively interpret and enforce the Collective Bargaining Agreement to maintain a fair and effective work environment.
• Foster a positive and collaborative culture to achieve superior colleague satisfaction, as measured in the annual Employee Engagement Survey.

• Administrative & Financial Responsibilities

• Ensure effective blocking and inventory management for room assignments and reservations.
• Support in monitoring hotel policies and standard operating procedures to ensure adherence across departments.
• Assist in preparing daily reports, forecasts, and occupancy summaries.
• Ensure proper cash handling, billing, and reconciliation procedures.
• Actively participate in daily Hotel and Service Recovery meetings.

• Safety, Compliance & Emergency Response

• Actively promote a safe work environment and ensure all Front Office colleagues are knowledgeable about emergency procedures.
• Serve as a member of the Emergency Response Team, ensuring the hotel’s emergency protocols are followed.
• Ensure compliance with health, safety, and security standards at all times
• Carry out any other duties and responsibilities as assigned by hotel management.

Qualifications

What will you bring to this role?

We are searching for passionate, driven individuals who are eager to grow into future hospitality leaders. Ideal candidates possess:

• Hospitality Experience: Minimum of 2 years of experience in Rooms Division with a strong foundation in Front Office operating systems.
• Leadership Potential: Previous supervisory experience and a strong desire to develop as a leader.
  Proven leadership experience in training, mentoring, and developing teams while driving innovation and best practices.
  Demonstrated ability to professionally address and resolve complex challenges across all levels.
• Education: A post-secondary degree in Hospitality or Business is an asset, but all disciplines are welcome.
• Adaptability & Drive: Thrives in fast-paced environments, embraces learning, and stays committed to growth.
  Willingness to work flexible hours, including shift work, weekends, and public holidays, as required.
  Highly organized, adaptable, and able to thrive under pressure in a fast-paced, dynamic environment.
• Communication & People Skills: A natural ability to connect with teams, guests, and leadership.
  Excellent verbal and written communication skills.
  Committed to fostering an open, engaging, and trusting work environment that aligns with the company’s mission, brand promise, and values.
• Goal-Oriented Mindset: Motivated to take on challenges, drive results, and make an impact.
  Passion for delivering exceptional guest experiences, with a strong focus on quality and attention to detail.
  Strong relationship-building skills with the ability to foster teamwork and lead effectively within a unionized setting.

Due to the cyclical nature of the hospitality industry, team members must be adaptable to varying work schedules, including holidays, weekends, and alternate shifts based on business needs.

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Comprehensive benefits package including health, paramedical, dental, vision, life, and disability coverage for eligible employees. Company-matched pension plan, as well as RRSP & TFSA options. Complimentary meal in staff cafeteria during shifts.

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging:
We celebrate our differences. We support each other and we always stand together.

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity:
We build trust through mutual respect and being authentic.

Our commitment to Diversity & Inclusion:
Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

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