Director, Basin and Wellbeing (12 Month Contract)

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!

Consciously designed and contemporary, Indoor-Outdoor Lakeside Thermal Bathing Facility to Revolutionize wellness in the Canadian Rockies. Natural elements of air and water are the basis of the experiences that are curated to guide guests on a personal pathway of self-discovery.

As Director of Basin and Wellbeing at Fairmont Chateau Lake Louise, you will be responsible for the leadership and operation of The Basin. This will include the execution of short-term and long-term goals to ensure The Basin is recognized as one of the finest Thermal Wellness Facilities in the world. These goals must be delivered while driving a balanced scorecard of Employee Satisfaction, Guest Satisfaction, Financial Success, Health and Safety and Environmental Stewardship.

What you will be doing

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

Pre-Opening Operational Requirements (pending start date)

• Oversee recruitment for required positions
• Create programming for the guest experience – including all elements of the space
• Create Training plans and documentation, including pre-opening protocols
• Create standards related to guest experience, duties and BOH processes
• Lead the training for all basin employees, focusing on brand elements and luxury touch points

Overall Operational Requirements

• Demonstrate a commitment to service excellence through visible presence on the floor; leads the strategic implementation of customer satisfaction improvement activities measured through VOG (TrustYou) and in keeping with our luxury standards of service delivery within the hotel.
• Oversee the Basin team employee engagement plan; as per CLL standards
• Ensure pricing, systems, staff training, costing, retail offering and hours of operation are set up and maintained to maximize revenues.
• Ensure implementation of productivity and expense controls ensuring profitability targets are achieved.
• Oversee facility preventative maintenance and facility regulatory requirements. Work closely with the Director of Engineering and the Facility Manager to ensure the smooth operation of all M&E components.
• Work closely with Director, Food & Beverage and Executive chef to create and maintain Glacier lounge offering in line with concept and luxury standards
• Actively participates in CLL’s Sustainability Program and determine specific action items that support Basin and the wider hotel
• Ensure adherence to LQA standards. Creation of Action planning and improvement plan implementation; collaborating with other departments to improve year-over-year performance , ensuring a consistent delivery of luxury product and services
• Direct overall operation of facility including short and long range strategic planning. (annual budgets, forecasting, staffing, offers, marketing plans)
• Establish and ensure execution of all departmental goals.
• Provide ongoing leadership and training to all employees in Basin.
• Implement Aufguss programming and offerings in line with the concept and are executed to standard. Ensure seasonal and other updates as required.
• Implement additional wellness offerings within the Basin utilizing industry specialists and internal training
• Train and develop the operational leadership team within the department
• Promote and sell customized Basin programs to hotel guests (all segments) as required.
• Assist in the implementation of 12-month marketing/PR plan. Identify new ways to drive capture and marketing opportunities
• Maintain thorough knowledge of competitors, including location, product offering, pricing, and promotions, including sales techniques.
• Administrate and implement staff training in all aspects of the facilities operation ie. Guest relations, Basin services, Retail sales, cleanliness, repair and maintenance work
• Ensure effective communication and relationships among all departments within the hotel.

Administrative Duties:

• Establish professional business relationship with all vendors (in line with Accor CSR and ethics policy) and develop par product inventories.
• Ensure adherence of standard operating procedures for each area of Basin.
• Maintain effective revenue management strategies (as per B4T module)
• Recruitment, development and training of all department heads and support staff.
• Conduct effective departmental communication meetings and shift briefings
• Ensure visual presence within department for all facility staff.

Health and Wellness:

• Ensure colleagues have a complete understanding and adhere to the Hotel's policy relating to health, safety and wellness.
• Have complete understanding of and adhere to all company policies and rules including those relating to Fire, Hygiene and Safety
• Assist in the development and adherence of all departmental Emergency Procedures.
• Implement Food allergen and hygiene training for all Glacier lounge employees and leaders
• Ensure all Basin colleagues are well versed in emergency procedures.
• Work with Sales and Marketing to create additional wellness programming within the hotel (ie. Retreats, resort activity offering)

• Minimum of 5 years’ experience in management position in a Resort Spa or related field.
• Bachelor’s Degree in Business Administration, Tourism, Hotel and Restaurant Management or related major an asset
• Experience in the hospitality industry an asset.
• Human Resources experience an asset.
• Desire to provide phenomenal guest experiences.
• Ability to communicate clearly with customers, managers and other colleagues
• Standing and walking throughout shift - 60% of time
• Sitting at a desk, computer work – 40% of time

Job Perks & Benefits:

• Subsidized staff accommodation provided on-site for full time status employees
• 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)
• Opportunity to develop your talent and grow within Fairmont Chateau Lake Louise 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.

APPLY TODAY:  Whether you're just launching your career or looking for a new adventure, we invite you to visit www.lakelouisejobs.com to learn more about Fairmont Chateau Lake Louise 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]

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.