Fairmont Gold Supervisor

Description:

Fairmont Banff Springs, a world-renowned luxury hotel in the Canadian Rockies, is seeking skilled professionals for the positions of Fairmont Gold Supervisor and VIP Concierge. Both roles are integral to providing exceptional, personalized service for high-profile guests, ensuring a seamless and memorable experience throughout their stay.

These roles involve managing guest relations, coordinating services, overseeing check-in/check-out procedures, ensuring F&B standards in premium areas, and handling VIP arrangements.

Key Responsibilities:

Fairmont Gold Supervisor:

• Deliver exceptional guest service and act as a key liaison between guests and hotel departments.

• Handle check-in, check-out, posting charges, auditing, and reporting.

• Review Fairmont Gold reservations for accuracy and compliance with standards.

• Provide high-quality concierge information about attractions, restaurants, events, and excursions.

• Ensure smooth arrival and departure processes for all VIP guests.

• Oversee Fairmont Gold Lounge operations, maintaining F&B standards and assisting staff when needed.

VIP Concierge:

• Manage all phases of VIP guests’ stay – from pre-arrival arrangements to post-departure follow-ups.

• Prepare activity itineraries, ground transportation, and personalized services for high-profile guests.

• Empower colleagues for quick guest service recovery and ensure issues are tracked and resolved.

• Assist with reservations, tour bookings, event tickets, and special services (e.g., horseback riding, limousine arrangements).

• Maintain accurate records in the ALICE application and create guest confirmations and itineraries.

Qualifications:

Fairmont Gold Supervisor:

• Minimum 1 year of supervisory Front Desk experience in a large hotel.

• Proficiency in Micros-Opera Property Manager, Word, and Excel.

• Strong written and verbal communication skills with attention to detail.

• Hotel Management/Hospitality degree or diploma is an asset.

• Previous Royal Service or guest recovery experience is advantageous.

VIP Concierge:

• Minimum 2 years’ hotel experience in Guest Services or Concierge roles.

• Les Clefs d’Or membership or actively working towards membership is preferred.

• Knowledge of Banff tourist attractions and local activities.

• Strong Microsoft Office skills and proficiency in Micros-Opera Property Manager.

• Valid Class 5 driver’s license with a clean driving record.

Benefits & Perks:

• Subsidized staff accommodation on-site for full-time employees.

• Complimentary meal per shift (additional meals at $4 each).

• Comprehensive benefits package including medical, vision, dental, mental health support, orthodontics, fertility drugs, and gender affirmation for full-time permanent employees.

• Defined Contribution Pension Plan with up to 5% employer matching for full-time permanent employees.

• Employee travel program with discounts across Fairmont & Accor properties worldwide.

• Mountain Explorer Travel Program – exclusive room rates and 50% off F&B at Fairmont Resorts in Lake Louise, Jasper, and Whistler.

• Discounts on resort F&B outlets, Fitness Centre, Spa, and Golf Courses.

About the Company:

Fairmont Banff Springs, known as the "Castle in the Rockies," is a flagship property of Fairmont Hotels & Resorts. It offers world-class hospitality, breathtaking alpine scenery, and a vibrant work-life environment that combines adventure and luxury in one of Canada’s most iconic destinations.