Director of Front Office

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

Representing The Fairmont Banff Springs through excellence in guest service. Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues and Leaders are turning moments into memories for our guests at The Fairmont Banff Springs. Showcase your leadership and interpersonal strengths as Director of Front Office, where you will lead our teams of Front Office, Royal Service and Concierge to maximize operations and ensure exceptional guest service.

Job Duties Include:

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

• Provide strategic leadership and operational oversight of the Front Desk, Royal Service, and Concierge teams, ensuring exceptional guest experiences and operational excellence.
• Develop, mentor, and empower a high-performing leadership team capable of serving as Managers on Duty and future hotel leaders.
• Drive guest satisfaction and loyalty through personalized service initiatives, including oversight of the Digital Concierge Program, Lobby Ambassador Program, and ALL Accor Live Limitless loyalty program.
• Achieve departmental and divisional financial objectives through effective labor management, expense control, revenue optimization, upselling initiatives, and support of RevPAR goals.
• Assist in the preparation and management of annual budgets, capital expenditures, labor forecasts, and operating expenses.
• Monitor operational, guest satisfaction, and financial performance metrics, implementing action plans to drive continuous improvement.
• Foster a culture of engagement, accountability, recognition, and professional development through recruitment, coaching, performance management, and succession planning.
• Maintain effective communication and collaboration across all hotel departments to ensure seamless operations and service delivery.
• Ensure compliance with all hotel, brand, health and safety, and regulatory requirements, including crisis management planning and emergency preparedness.
• Represent the Front Office Division in hotel-wide meetings, committees, and special projects, while supporting operational priorities and other duties as assigned.

Qualifications

• Minimum 4 years Front Office leadership experience or equivalent management position required
• Proficiency in Fairmont specific applications such as Property Manager and Royal Service Manager required
• Post-secondary education in Hospitality Management an asset
• Dynamic, enthusiastic, flexible and creative leader who thrives under pressure and can perform multiple functions in a fast-paced, changing environment
• Highly organized and results oriented
• Proven leadership skills which support an environment of colleague growth and development, interdepartmental teamwork and exceptional customer service
• Excellent interpersonal and communication skills, both written and verbal
• Strong team player with proven leadership, development, delegating and planning skills

Additional Information

Job Perks & Benefits:

• This position is not eligble for staff accomodations
• 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.