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.

The Assistant Director of Rooms will support the Director of Rooms in leading the Rooms Division at Fairmont Banff Springs, ensuring exceptional guest experiences, operational excellence, and strategic development of luxury offerings. This role provides direct leadership and oversight for Front Office, Fairmont Gold, VIP team and is pivotal in driving service excellence initiatives, with a goal of achieving and maintaining Forbes Five-Star/Five-Diamond recognition for Fairmont Gold.

Job Duties Include:

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

• Oversee the daily operations of Front Office, Fairmont Gold, VIP Concierge, and Service Excellence initiatives.
• Provide strategic leadership to Front Office operations, ensuring efficient arrival, departure, and guest service processes while maintaining luxury service standards.
• Lead the strategic evolution of Fairmont Gold & VIP Team, implementing innovative guest services and luxury standards.
• Assist the Director of Rooms in developing and executing division strategies aligned with hotel and brand objectives.
• Drive operational excellence and service enhancements across Front Office, Housekeeping, Guest Services, and Fairmont Gold.
• Manage and mentor department leaders and colleagues, fostering a culture of coaching, accountability, career development, and high performance.
• Ensure brand standards, including LQA and Loyalty program standards, are maintained, audited, and enhanced.
• Lead Service Excellence initiatives utilizing guest feedback platforms such as TrustYou, SCORE, and KIPSU.
• Handle escalated guest concerns and oversee resolution to ensure exceptional guest satisfaction.
• Contribute to departmental budgeting, forecasting, labor management, and operational planning.
• Collaborate closely with interdepartmental teams including Food & Beverage, Spa, Golf, Recreation, and Staff Services.
• Participate in the planning and execution of capital projects, renovations, and luxury suite operational requirements.
• Monitor industry trends and recommend innovative product or service offerings.
• Support recruitment, training, and development programs to build a strong pipeline of Rooms Division talent.

Your Skills & Qualifications:

• Minimum 3 years’ experience in a Front Office Manager, Executive Housekeeper, or Rooms Division leadership role.
• Proven ability to lead, motivate, coach, and develop teams.
• Strong guest service orientation with a focus on luxury service standards.
• Excellent organizational, planning, and problem-solving skills.
• Strong communication, presentation, and public speaking abilities.
• Comprehensive knowledge of Front Office and Housekeeping operations, policies, procedures, and expense management.
• Proficiency in Excel, Word, PowerPoint, and operational management tools.
• Highly motivated, results-oriented, and able to perform under pressure.

Job Perks & Benefits:

• 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
• Subsidized staff accommodation provided on-site for full time status employees for 1 month, off-site accommodation is available for you to rent downtown based on availability
• 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 or 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: [email protected]