Royal Service Supervisor

About the role

Fairmont Chateau Lake Louise in Banff National Park is hiring a Royal Service Supervisor for a full-time position starting in November 2026. The role supports the Royal Service Agents, handles guest feedback and keeps the team aligned with hotel standards, with flexible hours depending on business levels.

Key responsibilities

• Assist in recruiting and initial training of Royal Service Agents and provide ongoing training, managing the training manual and keeping SOPs updated and accessible
• Conduct performance appraisals, set productivity targets and evaluate agents' performance needs
• Create and maintain the Royal Service schedule and act as a direct point of contact for the team
• Handle guest compliments and complaints so that guest expectations are exceeded
• Build strong working relationships with other hotel departments and external agencies
• Manage telephone and radio communication systems, coordinate repairs with local providers, prepare monthly call statistics reports and keep hotel information channels up to date
• Take part in departmental communication meetings and respond to emergencies involving the hotel or guests
• Ensure guest and co-worker safety by knowing crisis and emergency procedures, assist the front office as needed and support inter-departmental cooperation
• Follow the hotel's environmental initiatives and perform additional duties as assigned

Required profile

• A minimum of two years of front office, guest services or royal service experience
• Previous supervisory experience is an asset
• Well organized, with excellent attention to detail
• Excellent written and verbal communication skills and good problem-solving ability
• Legal authorization to work in Canada; the hotel cannot help obtain work authorization

Required skills

• Knowledge of Property Manager/Opera, Word and Excel is an asset
• A management degree or hospitality/tourism diploma is an asset

What we offer

• Pay rate of $27.68
• Subsidized on-site accommodation for full-time employees
• One complimentary meal per shift in the staff cafeteria
• Medical, vision and dental benefits, mental health, orthodontics and fertility/gender affirmation coverage for full-time permanent employees
• Defined contribution pension plan with employer matching up to 5% of annual earnings
• Travel programs with discounted room rates and food and beverage worldwide