Royal Service Supervisor

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 Are you ready for an opportunity to lead and inspire? This role is looking for someone who is passionate about innovation and team mentorship and has a natural talent for excellence in guest service and have proven track record for exceeding expectations. Job Duties Include: Oversee the daily operations of the Royal Service team including but not limited to the operation of the hotel switchboard, dining reservations, pre-registration of Keep In Touch guests, development and recruitment Responsible for the mentorship, motivation, training and development of up to 16 + Switchboard Agents, including performance management and performance reviews Required to create and implement innovative policies and procedures and inspire the colleagues to drive these forward Act as a Guest Recovery specialist/mentor and ensure all issues are appropriately recorded and effectively communicated to Department Heads for appropriate follow up Able to analyze guest feedback relating from a variety of sources to identify trends and implement operational changes to satisfy the guest feedback Ensure a safe environment for our guests and colleagues by adhering and enforcing the hotel's health and safety policies Promote understanding of the hotel's Emergency Procedures working closely with Security and Engineering on Fire Panel response times Other duties as assigned Qualifications Your Skills & Qualifications: Minimum 1 year experience in a leadership capacity in a large hotel preferred 2 years of previous front office experience, preferably in a large volume property Excellent knowledge of Micros-Opera PROPERTY Manager, Avaya, Royal Service Manager, Open Table and Microsoft Office applications are a definite asset Highly organized, innovative and results-orientated with the ability to be flexible and work well under pressure in a fast paced, changing environment Excellent written and verbal skills with a high attention to detail required Solutions-orientated, strong interpersonal skills and problem solving techniques Constant sitting, standing and walking throughout shift Physical Aspects of Position (include but are not limited to): Lifting - Under 20lbs 90% of Work Time Carrying - Over 20lbs 5% of Work Time  Pulling - Over 20lbs 5% of Work Time Additional Information Job Perks & Benefits: Subsidized staff accommodation provided on-site for full time status employees One complimentary meal per shift in our staff cafeteria (additional meals can be purchased for $4/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. Our commitment to Diversity & Inclusion: At Fairmont Banff Springs, we believe that the strength of our team lies in its diversity. We are committed to fostering an inclusive environment that respects the unique backgrounds, perspectives, and talents of the individual. As an Equal Opportunity Employer, we are dedicated to providing equal access to opportunities. We welcome applications from all qualified candidates. If you are contacted by a Recruiter, kindly inform them at any stage of the recruitment process if you will need support or accommodations.