Front Office - Fairmont Jasper Park Lodge

POSITION: Royal Service Agent
DEPARTMENT: Royal Service (Front Office)

RESPONSIBILITIES:

Ensure all external and internal guest/colleague inquiries and concerns are answered promptly and professionally either by telephone or the radio system
To accurately process and distribute all guest messages, guest wake-up calls and all incoming faxes
Ensure guest’s requests are assigned to appropriate departments and followed up in a timely manner as determined for specific calls
To monitor the fire computer and fire phone, as well as to inform the Security Department of all emergencies while following all appropriate emergency procedures
Booking of daily excursions, golf tee times, dining reservations and all other guest activities as required
Enhancing guest service by participating in the ongoing evolution of Royal Service

QUALIFICATIONS:

Possess professional telephone etiquette
Excellent command of the English language
Excellent organizational, written and verbal communication skills
Ability to compose basic written correspondence
Computer and typing skills, approximately 40 words per minute
Previous Property Manager (Opera) and Microsoft applications experience an asset
Able to work a flexible schedule
Strong team player
Able to work independently in a fast paced environment
Previous related experience in the Hospitality Industry
Good knowledge of hotel facilities an asset
Meet the minimum expectations of the Gallup Front of House Perceiver Interview

PHYSICAL DEMANDS:
Sitting: 7-8 hr/day; Walking: 0 hr/day; Standing: 1/2 hr/day; Bending/Reaching: 1/2 hr/day; Pushing/pulling: 0 hr/day; Physical Effort: no lifting; Visual Effort: high; Environmental Stress: busy atmosphere.

POSITION:                                       Guest Service Agent
DEPARTMENT:                                Reservations (Front Office)

RESPONSIBILITIES:

To respond to all Room Reservation, Rate Offering and Hotel Information inquiries promptly and professionally via telephone, fax and/or E-mail.
To provide engaging Guest Service that follows departmental and brand standards outlined by FH&R. (Ritchie/JD Power)
To reserve hotel accommodations for guests in the Leisure, Business Travel, Convention/Association, Corporate Meetings and Wholesale (FIT & IMM) market segments.
To accurately record all required reservation information in the Central Reservations System (MyFairmontReservations) and/or the Property Management System (Property Manager).
To review and update reservations interfacing between the CRS and PMS.
To ensure reservation confirmations are issued promptly and accurately.
To monitor and review Waitlisted Reservations to help maximize Room Revenues.
To provide support to our colleagues at The Fairmont Global Reservations Centre.
To monitor and track special promotions and communicate information to various operational departments.
To attend the weekly Reservations Department communication and information meeting.
To ensure all paperwork and confirmation letters are filed on a daily basis.
Other related duties as assigned.

QUALIFICATIONS:

Minimum 1 year Front Office, Reservations or Sales experience an asset.
Must possess professional telephone etiquette and have an excellent command of the English language.
Excellent organizational, written and verbal communication skills.
Typing skills, approximately 40 words per minute.
Property Manager, MyFairmontReservations, Internet, FH&R Intranet and Microsoft applications experience
Strong team player who can work independently in a fast paced environment.
Excellent knowledge of hotel facilities and surrounding areas.

ENVIRONMENTAL RESPONSIBILITES:

Individual must adhere to Hotel and Departmental Environmental Responsibilities as outlined by Green Committee.
Ensure Recyclable materials are properly stored in appropriate recycling areas. Reduce, Reuse, Recycle!

PHYSICAL DEMANDS:
Sitting: 7-8 hr/day; Walking: 1/2 hr/day; Standing: 1/2 hr/day; Bending/Reaching: 1/2 hr/day; Pushing/pulling: 0 hr/day; Physical Effort: no lifting; Visual Effort: high; Environmental Stress: busy atmosphere.

POSITION: FRONT OFFICE SUPERVISOR
DEPARTMENT: Front Office

RESPONSIBILITIES:
Reporting to the Front Desk Manager, the Front Office Supervisor will ensure the smooth and efficient daily operation of the Front Desk, while achieving JD Power, Ritchey, Budget and EES goals. Specific responsibilities include:

Ensuring outstanding service is provided to all guests and staff
Ensuring guest inquiries and complaints are handled and appropriate action is quickly taken
Training, developing and recognizing GSAs, ensuring a strong cohesive team
Participating in the creation, implementation and follow up on action plans related to EES feedback
Ensuring performance reviews are given in a timely manner
Ensuring all guests are assigned the best possible room and ensuring special requests are met
Ensuring all guest billing is accurate for Groups, Tour, FITs, & Individuals
Having a strong knowledge of all groups in house and effectively communicate them to staff
Ensuring all rates are accurate upon arrival and departure
Performing all Night Audit Procedures
Taking an active role in ensuring all outstanding balances are cleared on a daily basis
Having a strong understanding of SOX for the front office and ensure all SOX reports are completed in a timely manner
Coordinating the arrival and departure procedures of individuals, FITs and groups
Running Contingency reports on a daily basis
Balancing a $2500.00 float daily
Fully understanding Emergency procedures, including Fire Computer
All other duties assigned by the Front Desk Manager

QUALIFICATIONS:

Strong knowledge of hotel policies
Excellent communication and interpersonal skills
Excels in a fast pace and challenging team-oriented environment
Strong organizational and time management skills and the ability to be flexible with hours including working overnight shifts, days off, assignments and additional duties
Must be familiar with the duties of all Front Office areas, including Front Desk, Tour Desk, Reservations, Night Audit and Telephone Departments
A strong knowledge of Property Manager is required and an understanding of IRIS is an asset
Completion of Train the Trainer, Interaction Management, and hospitality diploma/degree is an asset.
Current First Aid certification an asset

POSITION:                            GUEST SERVICE AGENT
DEPARTMENT:                    Front Office


RESPONSIBILITIES:

Providing exemplary guest service
Efficiently handling all guest queries and requests
Welcoming and proficiently checking-in and checking-out our guests
Promptly and pleasantly handling phone calls and guest messages
Accurately processing and balancing postings for each shift
Maintaining Company issued float and balancing for each shift
Ensuring that the Front Desk is appropriately supplied and stocked at all times

QUALIFICATIONS:

Related work experience in the hospitality/service industry
Previous Front Office experience an asset
Excellent command of the English language
Excellent organizational, written and verbal communication skills
Ability to compose basic written correspondence
Computer and typing skills
Previous LanMark, ResView, and Microsoft applications experience an asset
Strong team player
Able to work independently in a fast paced environment
Must possess excellent personal poise and a high level of professionalism
Meet the minimum expectations of the Gallup Front of House Perceiver Interview

PHYSICAL DEMANDS:
Sitting: 0-1/day; walking: 4-6/day; standing: up to 8 hr/day; bending/reaching: 1-2 hr/day; pushing/pulling: 1-2 hr/day; physical effort: no lifting; visual effort: high; environmental stress: busy atmosphere

POSITION:                                        Royal Service Agent
DEPARTMENT:                                Royal Service (Front Office)

RESPONSIBILITIES:

Ensure all external and internal guest/colleague inquiries and concerns are answered promptly and professionally either by telephone or the radio system
To accurately process and distribute all guest messages, guest wake-up calls and all incoming faxes
Ensure guest’s requests are assigned to appropriate departments and followed up in a timely manner as determined for specific calls
To monitor the fire computer and fire phone, as well as to inform the Security Department of all emergencies while following all appropriate emergency procedures
Booking of daily excursions, golf tee times, dining reservations and all other guest activities as required
Enhancing guest service by participating in the ongoing evolution of Royal Service

QUALIFICATIONS:

Possess professional telephone etiquette
Excellent command of the English language
Excellent organizational, written and verbal communication skills
Ability to compose basic written correspondence
Computer and typing skills, approximately 40 words per minute
Previous Property Manager (Opera) and Microsoft applications experience an asset
Able to work a flexible schedule
Strong team player
Able to work independently in a fast paced environment
Previous related experience in the Hospitality Industry
Good knowledge of hotel facilities an asset
Meet the minimum expectations of the Gallup Front of House Perceiver Interview

PHYSICAL DEMANDS:

Sitting: 7-8 hr/day; Walking: 0 hr/day; Standing: 1/2 hr/day; Bending/Reaching: 1/2 hr/day; Pushing/pulling: 0 hr/day; Physical Effort: no lifting; Visual Effort: high; Environmental Stress: busy atmosphere.