Assistant Guest Services Manager - Jobs in Jasper, Alberta

Job Description

Job DescriptionAssistant Guest Services ManagerProviding engaging, sincere, personalized service is one of the ways Guest Services Colleagues and Leaders are turning moments into memories for our guests at Fairmont Jasper Park Lodge. Showcase your leadership and interpersonal strengths as Assistant Guest Services Manager, where you will support an engaged team, assist in maximizing operations, and ensure exceptional guest service. This role is primarily responsible for the Bell Desk team at Fairmont Jasper Park Lodge and will also support other Front Office operations as needed.Reporting to the Guest Services Manager, responsibilities and essential job functions include but are not limited to the following:

• Ensure guest inquiries are addressed promptly and professionally; oversee information availability and Bell Desk operations to support overall guest satisfaction from arrival through departure
• Supervise, schedule, and train all Bell Desk colleagues; conduct performance evaluations and development reviews
• Provide day-to-day operational and managerial support to the Front Desk, Royal Service, and Tours departments, ensuring all service standards are upheld
• Ensure proper staffing and scheduling of all Front Office and Bell Desk colleagues in line with productivity guidelines
• Assist the Front Office Manager in all departmental operations
• Cover MOD (Manager on Duty) shifts as required
• Communicate effectively via pre-shift logs, email, and departmental meetings regarding all relevant shift and operational updates
• Support company and hotel policies including participation in CES, VOG, LQA, Healthamp; Safety, and Guest Service initiatives
• Ensure Service Essentials and LQA standards are met or exceeded; proactively seek and respond to guest feedback
• Collaborate closely with Front Office team on arrivals, departures, and lobby presence
• Oversee Tour, Group, and Convention arrivals and departures from a Guest Services perspective—from pre-convention to post-convention stages
• Act as liaison between Front Office, Conference Services, Housekeeping, and other departments to ensure smooth arrival and departure processes
• Anticipate needs of Accor members, Distinguished Visitors, Special Attention, and VIP guests; correspond with these guests to fulfill requests and ensure satisfaction
• Maintain a visible presence in the lobby to support the team and engage with guests
• Review, develop, and implement systems and standards for operational excellence
• Organize and facilitate monthly team meetings
• Promote a safe work environment and attend monthly Healthamp; Safety meetings with proper follow-up
• Support the Concierge team in building and maintaining relationships with key local contacts (tour companies, attractions, transportation services, etc.)
• Gather feedback and perform follow-up on guest satisfaction in alignment with our Mission Statement and participative leadership approach
• Assist in selecting, training, and performance management to ensure brand standards and mission alignment are maintained at all times
• Maintain awareness of all hotel activities and services; oversee lobby cleanliness, maintenance, security, and functionality
• Utilize the Labour Management Program to support effective scheduling
• Monitor and maintain departmental supplies within budget