Guest Relations Coordinator
Vor 4 Tagen
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 accommodationOne 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 employeesDefined Contribution Pension Plan with employer matching up to 5% of annual earnings for full time permanent status employeesEmployee travel program with discounts on room rates as well as on food & beverage at Fairmont & Accor properties world-wideAccess 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 for employee mental health and wellbeing supportDiscounts while using our resort's Food & Beverage Outlets, Fitness Centre, and SpaAutomatically added to our resort's Colleague Lifestyle Program which includes access to staff activities and eventsOpportunity to develop your talent and grow within Fairmont Chateau Lake Louise and over 5,000 properties with AccorJob 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 mannerPromptly shares any VOG survey feedback, positive or constructive, with appropriate leaders and/or colleagues within the hotelEnsures follow-up has been completed on constructive VOG survey feedbackProvides Director, Operations with up-to-date VOG statistics and recurring problems daily and proactivelyCollect, 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 solutionsActively participates in preparing for and leading the Service Excellence Committee meetings with focus on avoiding guest problems, recovery & prevention/root cause analysisEnsure a clean and safe working environment, and actively participate in health and safety initiativesAdhere to all hotel environmental policies and initiativesProperty TrustYou championWeekly Duties: RPS update to General Manager and DOO, summary of results sent to all departments, weekly nomination for the Big SixMonthly Duties: TripAdvisor summary to the General Manager, monthly RPS summary including trend analysis, quantitative and qualitative analysis and summary of verbatimsRegional duties: monthly regional report on key RPS KPI's sent to the Regional Vice PresidentCarry out any other tasks as assignedQualifications Excellent organizational skills; able to prioritize and work within a high volume, fast paced environmentProven experience in data analysis, business intelligence, or a related field.Strong ability to interpret large datasets and translate findings into actionable insightsOutstanding 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 tact1-3 years' experience in an administrative or guest service roleExcellent Microsoft Word, Excel, and PowerPoint/Canva skillsKnowledge of Property Manager an assetSelf-motivated, with the ability to make effective decisionsDemonstrates initiative, and the ability to multitask and work with minimal supervision as this position is hybrid and involves remote workAdditional Information Visa Requirements: Applicants must be legally authorized 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, youcan 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
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