Job details

Guest Relations Coordinator

Company Description

Embrace your passion for hiking, skiing, snowboarding and many other outdoor activities in Banff National Park while pursuing a fulfilling career at Fairmont Chateau Lake Louise. Take a risk, make a change and experience a new adventure while further developing your career. To live and work in a National Park is a once in a lifetime opportunity. Our team is a network of empowered individuals with a strong sense of themselves and the hospitality industry. Work hard, play hard and receive extraordinary benefits including subsidized onsite accommodations, which make saving money very easy to manage. Join our Fairmont family today!

WHAT IS IN IT FOR YOU

Subsidized on-site staff accommodation
One complimentary meal per shift in our staff cafeteria (additional meals can be purchased for $5/meal)
Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health (up to $5,000/year), Orthodontics (up to $2,500/year), Fertility Drugs and Gender Affirmation (Lifetime maximum of $10,000) 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 - Discounted room rates including 50% off all food & beverage at Fairmont Resorts in Banff, Lake Louise, Jasper & Whistler (subject to availability)
Comprehensive wellness platform (GreenShield+) for employee mental health and wellbeing support
Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, and Spa
Automatically added to our resort’s Colleague Lifestyle Program which includes access to staff activities and events
Opportunity to develop your talent and grow within Fairmont Chateau Lake Louise and over 5,000 properties with Accor

Job Description

Colleagues and Leaders at Fairmont Hotels & Resorts are turning moments into memories for our guests by being ambassadors for our brand, our hotel and our community. Showcase your passion for guest service as the Guest Relations Coordinator.

Reporting to the Director of Operations, responsibilities and essential job functions include but are not limited to the following:

Completes professional replies in response to Voice of the Guest (VOG) surveys in a timely manner
Promptly shares any VOG survey feedback, positive or constructive, with appropriate leaders and/or colleagues within the hotel
Ensures follow-up has been completed on constructive VOG survey feedback
Provides Director, Operations with up-to-date VOG statistics and recurring problems daily and proactively
Collect, organize and analyze guest feedback data, using statistical and analytical tools to identify patterns, trends and opportunities for improving guest satisfaction.
Develop reports, dashboards and presentations to communicate findings to stakeholders.
Collaborate with operational teams to implement actionable solutions
Actively participates in preparing for and leading the Service Excellence Committee meetings with focus on avoiding guest problems, recovery & prevention/root cause analysis
Ensure a clean and safe working environment, and actively participate in health and safety initiatives
Adhere to all hotel environmental policies and initiatives
Property TrustYou champion
Weekly Duties: RPS update to General Manager and DOO, summary of results sent to all departments, weekly nomination for the Big Six
Monthly Duties: TripAdvisor summary to the General Manager, monthly RPS summary including trend analysis, quantitative and qualitative analysis and summary of verbatims
Regional duties: monthly regional report on key RPS KPI’s sent to the Regional Vice President
Carry out any other tasks as assigned

Qualifications

Excellent organizational skills; able to prioritize and work within a high volume, fast paced environment
Proven experience in data analysis, business intelligence, or a related field.
Strong ability to interpret large datasets and translate findings into actionable insights
Outstanding communication skills, both written and verbal, with creative writing skills with a proven track record of communicating with guests, senior leadership and in situations that require tact
1-3 years’ experience in an administrative or guest service role
Excellent Microsoft Word, Excel, and PowerPoint/Canva skills
Knowledge of Property Manager an asset
Self-motivated, with the ability to make effective decisions
Demonstrates initiative, and the ability to multitask and work with minimal supervision as this position is hybrid and involves remote work

Additional Information

Visa Requirements: Applicants must be legally eligible to work in Canada.

APPLY TODAY: We encourage you to visit our website to learn more about living and working in Lake Louise! www.lakelouisejobs.com

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day,
making sure that work brings purpose to your life, so that during your journey with us, you
can continue to explore Accor’s limitless possibilities

ABOUT FAIRMONT HOTELS & RESORTS

At Fairmont Hotels & Resorts, we offer our guests the finest hospitality experience in each of our destinations. We know that, to offer our guests the best, we first need to offer our employees the best. That's why you'll find exceptional work opportunities - throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific - as well as industry - leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award - winning Green Partnership program. An exciting future awaits!

Our Commitment to Diversity & Inclusion:

At Fairmont Chateau Lake Louise, 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.

Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: [email protected]

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

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$50000 / YEARLY (est.)

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$40000K

$60000K

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What You Should Know About Guest Relations Coordinator, AccorHotel

At Fairmont Chateau Lake Louise, being a Guest Relations Coordinator means you’ll be the heartbeat of our property, turning moments into memories for our fabulous guests. Nestled in the stunning Banff National Park, this role is not just a job; it’s an adventure! You will work closely with our operations team and have the exciting opportunity to interact with guests while analyzing feedback to create even more memorable experiences. Your day-to-day responsibilities include responding professionally to Voice of the Guest surveys, analyzing valuable guest feedback data, and collaborating with different teams to implement actionable solutions that enhance guest satisfaction. With excellent organizational skills and a passion for communication, you’ll thrive in our fast-paced environment, contributing to our service excellence initiatives. Plus, who wouldn’t want the perks of living and working in a breathtaking location? From subsidized on-site accommodations to comprehensive benefits, you’ll be part of a supportive community that values development and well-being. Explore your limits with us as you gain experience, insights, and the chance to grow within the Fairmont family. Are you ready to contribute to the magic of Fairmont Chateau Lake Louise? Let’s shape unforgettable experiences together!

Frequently Asked Questions (FAQs) for Guest Relations Coordinator Role at AccorHotel

What are the key responsibilities of the Guest Relations Coordinator at Fairmont Chateau Lake Louise?

As a Guest Relations Coordinator at Fairmont Chateau Lake Louise, your primary responsibilities involve managing guest feedback through Voice of the Guest surveys, analyzing data to identify trends that will enhance guest satisfaction, and collaborating with various operational teams to implement improvements. You will also be actively involved in preparing and leading meetings focused on service excellence.