Guest Relations Manager – The Fairmont Jasper Park Lodge – Canada-Jasper


Job Description – Guest Relations Manager (JPL03496)Employee Status:
Guest Relations Manager
Providing engaging- sincere- personalized service is one of the ways our Front Office Colleagues are turning moments into memories at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as Guest Relations Manager- where you will lead- train and recognize your team in support of exceptional guest service!
Hotel Overview:
Fairmont Jasper Park Lodge is surrounded by the snow capped mountains and enchanting lakes of Jasper National Park; a UNESCO designated World Heritage Site which includes the #1 Best Golf Resort in Canada by the readers of SCOREGolf Magazine- a newly redesigned Fairmont spa-
9 food and beverage outlets- and many outdoor activities which are right outside your door. No matter what time of year you visit Fairmont Jasper Park Lodge- you can expect to be a part of |The True Rocky Mountain Experience|.
Summary of Responsibilities:
Reporting to the Front
Desk Manager- responsibilities and essential job functions include but are not limited to the following:
Consistently offer professional- friendly and engaging service
Provide day to day operational and managerial support for Front Desk- Royal Service and Tours department and ensure all service standards are followed

Consistently offer professional- friendly and engaging service

Assist the Front Office Manager in all aspects of the department

Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines

Communicate through pre-shift logs- emails and departmental meetings all pertinent information for the respective shift and areas of operation

Train- inspire- develop- and recognize Front Office division colleagues including Front Office- Royal Service and Tours.

Assist guests regarding hotel facilities in an informative and helpful way

Review arrivals- ensure that special requests are met and service is anticipatory

Ensure accurate billing is completed upon guest departure

Act as a liaison for all departments within the hotel

Follow all safety policies- including emergency procedures and vehicle policies

Support Company and Hotel policies and procedures including
promoting and participation in Employee Engagement Survey (EES)- Fairmont Standards which include LQA- Health and Safety- and Voice of the Guest (VOG) initiatives

Responsible for performance management including one on one coach & counsel sessions- maintaining performance logs and conducting performance reviews

Establish initial department training as well as ongoing training on new systems- programs and processes in the department

Ensure service standards are met with respects to guest satisfaction in Voice of the Guest by ensuring that all guest issues/complaints receive prompt action and follow up
Ensure all necessary crisis and emergency procedures are in place to meet hotel standards and that all agents are fully trained to handle emergency procedures
Ensure all key control procedures are followed
Handle Guest concerns and react promptly- logging- notifying proper areas and ensuring the utmost satisfaction in resolutions
Assist in growing Fairmont President Club membership and soon to be Le Club Accor-
Driving GOP through meeting or exceeding the upgrade and walk in goals
Balance operational- administrative and Colleague needs
Follow all safety policies

Other duties as assigned


Previous leadership experience in a Front Office Operation or similar capacity required
Excellent knowledge of Front Office and Hotel procedures required
General knowledge of key departments- including Housekeeping and Maintenance an asset
Previous PMS experience required
Computer literate in Microsoft Window applications required
University/College degree in a related discipline an asset
Ability to work flexible days and hours
Must possess a professional presentation
Strong interpersonal and problem solving abilities
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 timesVisa Requirements:
Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Service Express Agent – The Westin Ottawa – Canada


Job Number 19124148
Job Category Rooms and Guest Services Operations
Location The Westin Ottawa| 11 Colonel By Dr| Ottawa| Ontario| Canada

Brand Westin Hotels & Resorts
Schedule Part-time
Relocation? No
Position Type Non-Management/Hourly
Start Your Journey With Us
At Westin| we are committed to empowering the well-being of our guests by
providing a refreshing environment| thoughtful amenities| and revitalizing
programming to help ensure that they leave feeling better than when they
arrived. We recognize that travel can be disruptive to our guests’ well-being|
and we’re energized to assist as partners in helping them maintain control and
soaring above it all while on the road. Everything we do is designed to help
guests be at their best| and they appreciate our supportive attitude|
anticipatory service and extensive knowledge on how to best assist them
throughout their stay. We are looking for dynamic people who are excited to
join the team and ready to jump into any situation to give a helping hand. If
you’re someone who has is positive| adaptable and intuitive| and has a genuine
interest in the well-being of others around you| we invite you to discover how
at Westin| together we can rise.

Job Summary

Operate telephone switchboard station in order to answer telephone calls.
Process guest requests for wake up calls| screening calls| and other requests
related to placing or receiving telephone calls. Advise guest of any messages
(e.g.| voicemail| mail| faxes) received for them| and send to room if
required. Answer| record| and process all guest calls| requests| questions| or
concerns. Receive| record| and relay messages accurately| completely| and
legibly. Log all guest requests or issues into computer| contact appropriate
individual or department (e.g.| Bellperson| Housekeeping)| and follow up with
guest to ensure their request has been met to their satisfaction. Provide
information to guests about room features| property amenities| and local areas
of interest. Assist guests with accessing the internet. Report accidents|
injuries| and unsafe work conditions to manager.

Follow all company policies and procedures; ensure uniform and personal
appearance are clean and professional; maintain confidentiality of proprietary
information; and protect company assets. Welcome and acknowledge all guests
according to company standards| anticipate and address guests| service needs|
assist individuals with disabilities| and thank guests with genuine
appreciation. Speak with others using clear and professional language| and
answer telephones using appropriate etiquette. Develop and maintain positive
working relationships with others| and support team to reach common goals.
Comply with quality assurance expectations and standards. Read and visually
verify information in a variety of formats; stand| sit| or walk for an
extended period of time or for an entire work shift. Move| lift| carry| push|
pull| and place objects weighing less than or equal to 10 pounds without
assistance. Perform other reasonable job duties as requested by Supervisors.


Assistant Front Office Manager / Guest Relations Manager – Fairmont Pacific Rim – Canada-Vancouver


Job Description – Assistant Front Office Manager / Guest Relations Manager (VPR03012)Employee Status:
Do you want to…
Lead an extraordinary Front Office team-
Elevate your career with a global luxury brand offering extensive development opportunities-
Utilize global perks & privileges & enjoy a competitive salary + attractive benefits package-
Then you might be our next
Guest Relations Manager
In your new role- you will model our values of respect- integrity- teamwork and empowerment – and your leadership will facilitate extraordinary careers and lasting memories for your Front Office and hotel teams.
Hotel Overview:
At the ocean|s edge- a modern oasis- the Fairmont Pacific Rim is the most remarkable address in the city with its breathtaking harbour views- luxurious accommodation- rave-worthy cuisine and warm hospitality
Reporting to the Front Office Manager- the Guest Relations Manager is responsible for ensuring the highest level of guest service and ensuring that standards are maintained for all positions within the Front Office and Rooms Division. The Guest Relations Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.

Support the Front Office Manage

in running a successful operation

Consistently offer professional- friendly and engaging service
Take lead in answering any guest inquiries and any guest recovery that may arise
Promote positive colleague relations
Complete managerial tasks such as scheduling- payroll- performance management & coaching
Ensure Brand- Service & safety standards as well as procedures are adhered to
Provide guidance & support to Front Desk- Royal Service- Fairmont Gold- Guest Services & Security
Communicate all pertinent information to the respective groups
Actively seek feedback to further enhance day to day operation
Other duties as assigned


Minimum of 1 year previous Front Office Supervisory experience preferred

Passion for guest service
Excellent English written and verbal communication- interpersonal and leadership skills
Highly organized- results-oriented with the ability to be flexible and work well under pressure
Degree or Diploma in Hospitality Management is an asset
Strong guest service and training skills background required
Ability to work independently- prioritize responsibilities and multitask
Experience with a Hotel loyalty program an asset
Should possess or seek certification in basic first aid
Computer proficiency in Opera & MS Office (Word- Excel- PowerPoint)
Be familiar with Fire Safety practices and emergency procedures

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