FAIRMONT Housing & Lifestyle Operations Director

Jasper, AB
Job details
Job type
Company Description

Fairmont Jasper Park Lodge is seeking passionate and adventurous individuals to join our incredible team here in the Canadian Rocky Mountains. Our hotel offers a wide variety of jobs in over thirty departments and is sure to have something that sparks your interest. We pride ourselves on the work/play lifestyle that working in Jasper National Park provides and we do our best to ensure your quality of life is elevated when working for us. If you have ever dreamed of working in Jasper, don't miss out on this opportunity.

Job Description

Director, Housing and Lifestyle Operations (Full Time Permanent)

Fairmont Jasper Park Lodge is seeking a highly engaged, motivated and dynamic individual to take on the role of Director, Housing and Lifestyle Operations. Given the unique environment of FJPl, it is critically important that the Heartist journey be cared for in the same manner as the Guest journey. With 90% of our Heartists living and working on property, whether it be with families, a roommate or on their own, it is vital to the recruitment and retention of our property to ensure these individuals are provided with tailored experiences that meet their day to day living needs as well as contribute to driving their overall engagement and well-being. This position will be accountable for overseeing the Heartist journey from arrival to departure in housing and everything else in between. This individual will be required to successfully lead the Housing team, create welcoming arrival experiences - ensuring we have the right people in the right places, manage tenant relationships, tailor the departure experiences, care for the physical asset and develop programming to improve our Employees’ wellbeing in all areas of their lives.

What you will be doing:

Reporting to the Director, Talent & Culture, responsibilities and essential job functions include but are not limited to:

Heartist Relations

Provides all Heartists with flawless, proactive and sincere colleague services from an engaged and empowered workforce committed to creating consistent memorable experiences
Acts as ambassador and spokesperson to all Heartists; responding timely and consistently to internal & third party concerns; fielding issues with other departments under the scope of responsibility
Demonstrates a commitment to Service Excellence through visible presence on the floor within the Resort & Housing community; leads the strategic implementation of Housing satisfaction with improvement activities measured through a response system that obtains feedback through regularly conducted Housing surveys
Drives innovative concepts & promotions; creating a destination of choice for both employees at work and within JPL’s Housing community to drive higher retention as well as improved recruitment related marketing
Collaborates with all departments within the Resort regarding Heartist feedback @work & within the Housing community; review reports and analyze feedback patterns including the development of strategies for service & engagement improvements; ensure follow-ups completed in a timely manner

Implements a “Problem Resolution Process” similar to SCORE & #OWNIT within the Heartist @work and the Housing community; communicating with Heartists and ensuring that issues are being resolved in a timely manner; establish monthly reporting system that allows potential issues to be solved proactively
Develop a meaningful “Heartist Experience Cycle” process that emulates the Guest Experience Cycle within the Resort; ensuring appropriate communication is in place and Heartists feel heart-warmed and welcomed from pre-arrival to post departure
Manages the arrival/departure inspection process; ensuring each new resident is provided appropriate, clean and well maintained Housing; assuring quality of units and supplies are maintained and in good repair
Adheres to all environmental practices; implementing creative ideas for new initiatives, working in collaboration with the Sustainability Manager; driving JPL’s Sustainability Program / Planet 21 in the Housing community
Effectively assesses the needs of residents in regards to ongoing building maintenance as well as short and long term Capital needs, plan and submit budget accordingly
Oversees the day-to-day Bean operation; ensuring Heartist satisfaction of food & beverage offerings; developing programming of Bean activities & special promotions; auditing cleanliness & hygiene requirements and communicating results to the F&B division; collaborating with relevant departments on improving measures

Ensures that monthly financial outlooks and results for Housing are accurate; maintains divisional efficiency/productivity and essential Heartist services; maximization of revenues and effective cost control
Develops the annual Housing & Heartist events budget from a revenue, cost, productivity, and efficiency perspective; coordinating Housing capital planning with related Resort & ownership representatives; involvement in the development and execution of hotel wide strategic planning
Coaches and mentors Heartists; empowering colleagues in Housing and at the Bean to exceed Heartists expectations & provides a path for career development & growth within AccorHotels
Creates and maintains effective scheduling practices to ensure adequate staffing levels that satisfy business needs, while following the Collective Bargaining Agreement
Assures effective performance management through focus on Heartist development, training, problem resolution; maintaining up-to-date records on performance and audits, attendance, grooming, service deficiencies, schedules, labour costs/payroll, and late/absenteeism; driving a culture of accountability, reward & recognition
Leads the Housing team to maintain superior colleague engagement within the department & across the Resort through action planning as a result of the Employee Engagement Survey
Builds and maintains employee relationships; conducting monthly communication meetings; ensuring appropriate and timely recognition for individuals and teams; participating / organizing Resort recognition events
Proactively builds, develops, maintains and manages strong working relationships with all other departments, corporate sponsors; regional support teams and destination / tourism partners
Coordinates collaboration with Ecolab for third party cleanliness & hygiene trainings and audit systems
Promotes health, safety and wellbeing of all Heartists @work and with the Housing community by having in-depth knowledge of the Hotel's crisis and emergency procedures; responsible for crisis management within the Housing community; collaborating with the Director Loss Prevention on drills, training & audits
Networks with peers in the CWMR region & within our industry; reviews industry trends for new and innovative services and product opportunities
Directs and maintains the safety, repair, maintenance and sanitation of both front and heart of house operations per provincial health regulations & Ecosure standards in all Heartist public areas & within the Housing community
Shows creativity in seeking solutions to a myriad of problems and concerns that may arise on a daily basis from residents; being comfortable dealing with concerns that may be of a very personal nature is imperative
Communicates, administers & enforces policies and procedures outlined in Staff Housing Policy Guide & Contract with all residents; maintaining all necessary records and prepares annual program goals and objectives
Manages an onboarding and buddy system for all new colleagues in the form of Peer Support

Provides a high level of colleague satisfaction and engagement through effective communication and counseling
Chairs a Social Committee and provides direction on social events for colleagues, working with T&C on large Hotel sponsored events; being actively involved in all employee recognition events, and regularly hold focus groups with colleagues to determine needs; Liaises with local suppliers for planning and organizing staff activities
Coordinates, executes, owns and chaperones a variety of recreational programs, leagues, activities and events for employees as well as outings off the FJPL property
Develops programming for all Heartists, not just those in Housing, in order to enhance the overall FJPL experience; participates actively in this programming
Creates and advertises a monthly calendar and 3 month brochure of events that are taking place in the area for Heartists to participate in
Develops and presents a Heartists experience strategy; presenting programs to new Heartists in orientation
Wellbeing, Health & Safety

Provides and ensures Heartists work and reside in a safe environment; including the management of health screenings, contact tracing & isolation requirements based on health orders and/or prevention measures
Schedules of regular room checks / audit within the Heartist Housing area
Oversees the successful operations and cleanliness of all common areas within Heartist areas
Works with T&C to create wellness initiatives and programs for employees

Works a flexible schedule that meets business demands, including weekends and holidays
Maintains the strictest confidentiality at all times on all matters pertaining to management and Heartist matters
Supports all Fairmont brand and AccorHotels initiatives, complies with all policies , procedures and code of ethics
Adheres to the hotel’s vehicle handling and safety policies while driving hotel and vehicles
Performs other duties as assigned


Your experience and skills includes

Minimum of five years hotel management experience required
Bachelor’s Degree and/or Hotel Management Degree preferred
Previous experience working with a luxury brand is a strong asset; Resort Experience an asset
Exceptional communication and interpersonal skills and strengths in innovation, energy, and results-orientation.
Must be results oriented with proven abilities to resolve issues
Ability to effectively manage challenging situations; balancing empathy with assertiveness is key
Computer literacy (Opera, Word, Excel, PowerPoint)
Ability to understand and interpret financial data
Positive attitude and supportive, team based approach towards the attainment of the hotel's goals
A proven record of leadership and team development necessary
Your team and working environment:

Fast-paced, upscale, luxury hotel
Close proximity to Marmot Basin Ski Resorts in winter and world-renowned hiking trails in summer
Hospitality employees worldwide making this a great place to develop lifelong connections

Additional Information

What is in it for you:

Subsidized staff accommodation provided on-site for full time status
Competitive extended benefits package including medical, vision and dental for full time permanent status
Employee Travel Program
Comprehensive Wellness Platform (LifeWorks)
Discounts on food & beverage/spa/golf
Opportunity to develop your talent and grow within Fairmont Jasper Park Lodge and over 5,000 properties with Accor
Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for AccorHotels?

We are much more than a world leader. We are more than 250,000 hoteliers with a purposeful and heartfelt mission: to make every guest Feel Welcome in our 4,500 addresses and on our digital platforms. We are committed to a culture and guided by our values that make our talent Feel Valued. We want them to express their passions every day and realize their full potential through exemplary professional development and growth opportunities, enjoying a life filled with unlimited experiences. To connect with us, please visit https://www.accorhotels.jobs/home.aspx

Popular in Jasper National Park

Considering Working in Jasper, Alberta?

Jasper is a popular tourist destination, and has employment opportunities in the tourism and hospitality sectors. Jobs related to outdoor activities, accommodation, and services catering to visitors are commonly available. Additionally, there may be opportunities in retail, healthcare, and other support services.

If you're interested in working in Jasper, it is essential to consider the local job market and explore opportunities that align with your skills and interests. Here are some steps you can take to find work in Jasper:

Understanding the Local Job Market and Working in Jasper, Alberta

Understand the industries that thrive in Jasper National Park; Tourism, hospitality, outdoor recreation, and service-related job sectors are often significant in places like Jasper. Laern about working in the area and learn about the businesses, accommodations, and lifestyle choices that match Jasper employment.

Lifestyle and Employment while Working in Jasper National Park

Explore websites of companies in Jasper that align with your career goals and lifestyle.

Consider acquiring or enhancing skills that are in demand in Jasper's job market. This could improve your competitiveness and help you excel in Jasper's workforce. Remember to tailor your application materials (resume, cover letter) to each job application and follow any specific instructions provided by employers.

Jasper Alberta's Employment Accommodations

Jasper National Park is a stunning and popular national park located in the Canadian Rockies in Alberta, Canada.

Living in Jasper allows residents to enjoy the natural beauty of the park, with easy access to outdoor activities such as hiking, wildlife viewing, and skiing. It is essential to note that living and working in a national park area has unique considerations, including limited development accommodations to preserve the natural environment.

If you are considering employment and living in Jasper National Park, you may want to explore the housing options in Jasper itself or nearby towns like Hinton, which is located just outside the park boundary. Keep in mind that housing availability and costs can vary, so it's advisable to research and plan accordingly. Additionally, employment opportunities may be tied to tourism, hospitality, or other industries related to the Park and its visitors.