VIP Supervisor - Front Office / Concierge

About the role

Fairmont Banff Springs is looking for a VIP Supervisor to deliver personalized service to VIP, high-profile and valued guests while leading and supporting the VIP Concierge team. The supervisor reports to the VIP Concierge Manager and must have a strong understanding of the hotel and the surrounding area. Starting rate is $29.43 per hour, rising after six months and to $32.21 after three years.

Key responsibilities

• Coordinate all phases of VIP guests' stays, from pre-arrival to post-departure, and meet and greet guests personally
• Supervise and monitor the VIP team, tracking guest concerns so they do not recur
• Lead, coach and mentor colleagues, and support the VIP Manager in improving departmental goals and service standards
• Provide accurate information on tourist sites and activities, and support the VIP Manager with departmental procedures
• Log reservations, create confirmations and itineraries, and use the ALICE application
• Train, onboard and coach colleagues, and liaise with other hotel departments
• Follow health and safety policies and work a flexible schedule including mornings, evenings, weekends and holidays

Required profile

• Minimum 2 years' hotel experience in VIP service, front office, guest services, concierge or royal service
• Previous supervisory experience in a large hotel or luxury resort preferred
• Degree or diploma in Hospitality Management, food and beverage experience, second language and excellent knowledge of Banff's facilities and attractions are assets
• Must be legally eligible to work in Canada; the hotel cannot help obtain work authorization

Required skills

• Excellent knowledge of Opera-Cloud PMS
• Strong working knowledge of Microsoft Office Suite (Outlook, Word, Excel, Publisher)
• Ability to work independently and prioritize in a fast-paced luxury hotel environment

What we offer

• Subsidized on-site accommodation for full-time employees
• One complimentary meal per shift in the staff cafeteria
• Medical, vision and dental benefits, plus mental health, orthodontics, fertility drugs and gender affirmation coverage for full-time permanent staff
• Defined contribution pension plan with employer matching up to 5%
• Travel discounts and the Mountain Explorer program with 50% off food and beverage at certain resorts