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The Fairmont Banff Springs Front Office Training Manager
Front Office Training Manager (18 Month Contract) Primary Location : Canada-Banff-The Fairmont Banff Springs Employee Status : Regular Front Office Training Manager (18 Month Contract) The Front Office -Training Manager will oversee all Front Office training and development. In addition to researching and implementing internal and external training initiatives designed to engage, educate and excite Front Office Colleagues and Leaders. Hotel Overview: For over 125 years, The Fairmont Banff Springs has built a distinct and iconic reputation. With 764 guest rooms, world-class golf and spa experiences, 78,000 square feet of expansive conference facilities, and one of the largest food & beverage operations in North America, our Castle in the Rockies is the place to ignite a brilliant career. This is a vibrant workplace with tremendous growth and mentorship opportunities; a place for colleagues who aspire to deliver amazing guest service, learn, grow and innovate. The Rocky Mountain lifestyle doesn’t disappoint. Just a 1-hour drive from Calgary, Banff uniquely blends a community of hospitality enthusiasts, outdoor adventure seekers, artists, entertainers, and families alike. It’s all at your doorstep; this year-round, mountain culture offers true work–life balance in one of Canada’s most spectacular destinations. Our welcoming community is cultural, and dynamic. Summary of Responsibilities: Reporting to the Director, Rooms, responsibilities and essential job functions include but are not limited to the following: • Consistently offer professional, friendly and engaging service • Working with the Director of Rooms in the creation, enhancement and facilitation of Front Office orientation for the Hotel • Responsible for training all new arriving colleagues for Front Desk, Royal Service and Reservations • Together with Front Office ‘Divisional Operations Team' creates, organizes and facilitates Leaders Training for all existing and arriving Leaders within the rooms division. • Conduct and track results of Service Standards, Service Essentials and LQA Audits for all front of house departments within the rooms division, including training and feedback as well as ensuring all Fairmont standards are known, supported and in place in the day to day operations • Responsible for review of LQA and JDP audits, assessing trends and following up with various departments to create actions to improve/maintain results • A member of the hotel Learning Committee, creating specific information to produce uniform approach to Hotel training • Updating, reviewing and standardizing Job Task Checklists for Front Desk, Reservations and Royal Service, to ensure accurate and consistent on the job training • Assessing each department's training & development programs and providing feedback to ensure a common direction toward Rooms goals and Hotel's vision is being realized • Participating and assisting with daily pass-ons and line up training • Promotes a safe work environment by assisting in performing and reviewing Health & Safety inspections in departments and following up on any deficiencies observed • Collection/development of service initiatives to enhance overall Guest satisfaction, using specific training or shift briefing standards • Maintain training checklists and documentation for all colleagues • Creates time lines and coordinates inter-departmental cross-training • Act as an operational resource within Rooms Division as required • Maintains the strictest confidentiality at all times on all matters pertaining to management, staff and any associated rooms division matters • Supports all Fairmont Hotel & Resort initiatives by championing the FRHI Mission, Vision & Values, as well as participating in and supporting all hotel committees (Health & Safety, Service Plus, Sustainability etc) and their initiatives and being an active member of the Service Excellence committee • Perform other duties as directed by the Director of Rooms or Hotel Management Qualifications: • Three to Five years experience in hotel Rooms Division operation & luxury property preferred • Previous experience with hands on training is important for this role • Must possess excellent interpersonal, communications and presentation skills • Experience in creating projects relating to training and colleague development in Rooms independently and intuitively from inception • Energetic, passionate, self-motivated and a strong team player • Strong organizational and administrative skills required • Displays high initiative and requires minimal supervision and direction • Working knowledge of Word, Excel, and PowerPoint essential • Knowledge of Micros-Fidelio Property Management and Central Reservations Systems, Royal Service Manager and iConcierge • Knowledge of Fairmont Hotels Attendance Enterprise and Watson 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 launching your career or seeking meaningful employment, we invite you to visit http://www.fairmontcareers.com/ to learn more about Fairmont Hotels & Resorts—and the extraordinary opportunities that exist! ABOUT FAIRMONT HOTELS & RESORTS At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And 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! Job Level : Management / Supervisory Schedule : Full-time Shift : Day Job Travel : No Closing Date : 02.Apr.2016, 9:59:00 PM