THE PROPERTY

Lake Louise Inn is a full-service hotel with 247 guest rooms and suites surrounded by soaring pines and sweeping mountain views, nestled among the snowy peaks of Banff National Park and is part of a UNESCO World Heritage Site.
Lake Louise Inn is dedicated to ensuring each position in the company is treated equally and with the utmost importance. We value the diversity of our employees and want each of them to experience a welcoming atmosphere that delivers respect, compassion and professionalism. We believe that diversity creates memorable experiences every day for both our staff and guests during their time at Lake Louise Inn.

SUMMARY

Reporting to the Front Office Manager, the Duty Manager is responsible for providing professional and prompt service to guests, as well as ensuring a smooth operation of the Front Desk and Reservations Teams. This is a hands-on position and requires a high amount of guest interaction, where the Duty Manager will be required to assist the Guest Service Agents and work on the Front Desk throughout their shift.

QUALIFICATIONS

• Previous Front Office supervisory or management experience of 1-2 years preferred
• Previous GSA experience of at least 2 years
• Preference for candidates with a 2 year or more Hospitality or Business Diploma/Degree
• Excellent communication, interpersonal, administration, and communication skills
• Knowledge of foreign languages is an asset
• Opera experience preferred
• Ability to work different shift hours, including overnight shifts
• Energetic, flexible, hands-on individual with initiative and integrity
• Ability to work under pressure in a fast-paced work environment
• Friendly and pleasant demeanor

• Perform duties associated with the Front Office including but not limited to check in, check out, reservations, guest relations, concierge and switchboard
• Resolve guest issues during and post stay while ensuring guest satisfaction
• Assist with training, and leading Guest Service team (Front Desk, Reservation) in order to maintain the desired level of service and in line with the hotel’s service standards
• Assists with performance reviews, progressive discipline, and ongoing feedback & development with Department Members
• Ensure that Department Members are fully aware of internal programs and promotions, selling strategies and are always informed with up-to-date information
• Supervise the billing and cash processes to ensure compliance with company standards
• Manage group files and no shows, and ensure all departments are aware of their details
• Communicate and coordinate with other departments within the hotel, particularly Housekeeping and Maintenance
• Perform Manager on Duty tasks as required
• Point of contact in event of an emergency
• Keep the Front Desk till balanced and stocked with change
• Ensure the Guest Service Standards, Hotel Policies and Procedures are maintained at all times
• Participate in department employee satisfaction events
• Answer enquiries regarding hotel services, and services available in the community
• Ensure that front desk and lobby area are clean
• Other duties as assigned by FOM