Front Office - Switchboard Manager

Job description

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 Join our Front Office leadership team as a Royal Service Manager, where exceptional guest experiences and inspiring team leadership come together. We are seeking a dynamic hospitality professional who thrives in a fast-paced luxury environment and is passionate about service excellence, operational efficiency, and colleague development. In this role, you will lead and mentor a team of Royal Service/Switchboard agents, champion guest satisfaction initiatives, and drive continuous improvement through feedback analysis and innovative operational practices. If you are an organized, motivating leader with strong communication skills and a passion for hospitality, we would love to hear from you. Competitive Salary: $74,000- $76,000 gross annually, based on previous experience & education Job Duties Include: Lead, mentor, recruit, train, and develop the Royal Service/Switchboard team to deliver exceptional guest service. Analyze guest feedback and operational data from multiple platforms to identify trends and implement service improvements. Manage scheduling, labour planning, and daily operations to ensure efficiency and alignment with business needs. Act as a guest recovery specialist by resolving concerns, coaching colleagues, and ensuring effective follow-up communication. Champion operational systems, safety procedures, and team engagement initiatives while fostering a collaborative and high-performing work environment. Qualifications Your Skills & Qualifications Hotel Management Diploma an asset Must be legally able to work in Canada Previous leadership experience in a similar capacity required Excellent knowledge of Opera Cloud, Symposium (CCM), Royal Service Manager, Alice, OpenTable and Microsoft Office applications are a definite asset Dynamic, enthusiastic, creative, flexible leader who thrives under pressure and is able to perform multiple functions at the same time Excellent interpersonal and communication skills, both written and verbal Proven leadership skills which support an environment of employee growth and development, interdepartmental teamwork and exceptional customer service A leader who will lead, teach, inspire our team to reach the next level of service Comfortable sitting/standing for long periods of the day 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 $8/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. APPLY TODAY: Whether you're just launching your career or looking for a new adventure, we invite you to visit www.banffspringsjobs.com to learn more about Fairmont Banff Springs and the extraordinary opportunities that exist within our resort! We encourage you to let us know if you require any accommodations through the application/recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: bsh.careers@fairmont.com