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- Tasks: Engage with guests, analyse feedback, and enhance their experience at Fairmont Chateau Lake Louise.
- Company: Join Fairmont, a leader in hospitality, nestled in the stunning Banff National Park.
- Benefits: Enjoy subsidised accommodation, meals, comprehensive health benefits, and travel discounts.
- Why this job: Experience a unique work-life balance in a breathtaking location while making a real impact on guest satisfaction.
- Qualifications: Strong organisational skills, data analysis experience, and excellent communication abilities are essential.
- Other info: This hybrid role offers flexibility with remote work options.
The predicted salary is between 24000 - 36000 £ per year.
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!
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
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 authorized to work in Canada.
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 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
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: cll.careers@fairmont.com
Do what you love, care for the world, dare to challenge the status quo!
Guest Relations Coordinator employer: Accor Hotels
Contact Detail:
Accor Hotels Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Coordinator
✨Tip Number 1
Familiarise yourself with the Fairmont brand and its values. Understanding their commitment to guest service and community will help you align your responses during interviews and discussions, showcasing that you're a perfect fit for their culture.
✨Tip Number 2
Highlight your experience in data analysis and guest relations. Be prepared to discuss specific examples of how you've used data to improve guest satisfaction or operational efficiency, as this role heavily relies on analytical skills.
✨Tip Number 3
Network with current or former employees of Fairmont Chateau Lake Louise. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
✨Tip Number 4
Prepare for situational questions that may arise during the interview. Think about scenarios where you've successfully resolved guest issues or improved service quality, as these experiences will demonstrate your capability in a guest relations role.
We think you need these skills to ace Guest Relations Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in guest relations and data analysis. Use keywords from the job description to demonstrate that you meet the qualifications.
Craft a Compelling Cover Letter: In your cover letter, express your passion for outdoor activities and how it aligns with the role. Mention specific experiences that showcase your communication skills and ability to handle guest feedback.
Showcase Analytical Skills: Provide examples of how you've used data analysis in previous roles. Highlight any tools or software you are proficient in, especially Microsoft Excel, as this is crucial for the position.
Demonstrate Cultural Fit: Research Fairmont Chateau Lake Louise and mention in your application why you want to be part of their team. Emphasise your commitment to diversity and inclusion, reflecting the company's values.
How to prepare for a job interview at Accor Hotels
✨Show Your Passion for Guest Service
Make sure to express your enthusiasm for guest service during the interview. Share specific examples of how you've gone above and beyond for guests in previous roles, as this aligns perfectly with the values of Fairmont Chateau Lake Louise.
✨Demonstrate Data Analysis Skills
Since the role involves data analysis, be prepared to discuss your experience with interpreting large datasets. Bring examples of reports or dashboards you've created in the past, and explain how your findings led to actionable insights.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle guest feedback. Think of situations where you successfully resolved issues or improved guest satisfaction, and be ready to share these stories.
✨Familiarise Yourself with the Company Culture
Research Fairmont Chateau Lake Louise and its commitment to diversity and inclusion. Understanding the company culture will help you tailor your responses and show that you're a good fit for their team.
