Reporting to the GM, the Employee Experience Manager is an active and contributing member of the department head’s team, and acts as a subject matter specialist for the Senior Leadership Team and GM. With a hospitality focus, you will work closely with business leaders, overseeing talent development solutions and adapting to changing priorities while reinforcing Fairmont Hot Springs Resort’s brand and culture.
You’ll help develop and lead engagement initiatives that will attract and retain team members. Ultimately, you should be able to increase internal guest satisfaction of the overall resort experience and re-envision ‘best’ operating procedures and metrics aligned with the broader employee experience strategies. You will work with the employee experience team, leaders, and relevant third-party contractors to meet your established goals. You will set and monitor performance metrics, evaluate productivity and labor costs, and help employees create long-term career plans within the organization.
Major Duties & Responsibilities:
- Develop and implement HR strategies and initiatives aligned with the overall business objectives:
· Collaborate with senior management to understand organizational goals and objectives.
· Identify HR strengths, challenges, weaknesses, and opportunities, and respond accordingly.
· Create comprehensive HR plans that support business growth, sustainability, and the seasonality of the resort.
· Establish key performance indicators (KPIs) to measure the effectiveness of HR initiatives.
· Produce and submit monthly labour reports to directors, relevant department managers, and to the corporate office.
· Identify trends and patterns in HR data to inform decision-making and strategic planning.
- Manage the full recruitment cycle:
· Work closely with directors and department heads to identify staffing needs and develop job descriptions.
· Utilize various recruitment channels, including job boards, social media, and professional networks.
· In conjunction with the Employee Experience Coordinator, screen resumes, conduct interviews, and coordinate candidate assessments.
· Negotiate job offers and facilitate the hiring process, including background checks and reference checks.
- Oversee employee onboarding and orientation programs:
· Develop onboarding schedules and materials to ensure a seamless integration process.
· Coordinate with department managers to provide necessary training and resources for new hires.
· Oversee the delivery of regular orientation sessions to introduce new employees to company policies, procedures, and culture.
· Gather feedback from new hires to continuously improve the onboarding experience.
- Handle employee relations matters:
· Serve as a trusted advisor to the CEO, directors, managers, and employees on HR-related matters.
· Mediate conflicts and facilitate resolution through effective communication and conflict resolution techniques.
· Conduct investigations into employee complaints or grievances and recommend appropriate actions.
· Implement performance improvement plans and disciplinary measures when necessary.
· Develop and review compensation structures to ensure competitiveness and fairness.
- Oversee staff housing accommodations, in conjunction with the Housing Experience Coordinator:
· Coordinate housing allocation for employees based on eligibility criteria and availability.
· Oversee maintenance and cleanliness of staff housing facilities.
· Address tenant concerns and ensure a safe and comfortable living environment.
· Implement policies and procedures to manage occupancy, leases, and tenant responsibilities.
· Review monthly housing reports and occupancy reports with the Housing Experience Coordinator.
· Act as first point of contact for Mountainside Villas management, and off-site private landlords.
- Design and implement learning and development programs:
· Assess training needs through performance evaluations and skills gap analysis.
· Develop training curriculum and materials tailored to employee development goals.
· Deliver training sessions in areas such as leadership development, technical skills, and compliance training, with support from external facilitators or subject matter experts as required.
· Evaluate training effectiveness and adjust as needed to enhance learning outcomes.
- Collaborate with department heads and senior management:
· Participate in leadership meetings to discuss HR-related challenges and opportunities.
· Provide guidance and support to department managers on HR policies, procedures, and best practices.
· Partner with senior management to develop and implement organizational initiatives that drive employee engagement and retention.
· Act as a liaison between employees and management to facilitate effective communication and problem-solving.
- Foster a positive and inclusive work culture:
· Champion diversity, equity, and inclusion initiatives to create a welcoming and respectful workplace environment.
· Recognize and celebrate employee achievements and milestones.
· Promote employee engagement through activities such as team-building events, recognition programs, and feedback mechanisms.
· Lead by example and demonstrate the company's core values in all interactions and decisions.
- Provide leadership and oversight of all aspects of occupational safety and health:
· Promote health and safety awareness throughout the resort, including participating in the orientation of new staff, and delivery of ongoing regular and relevant training across all areas of the resort.
· Assist the Joint Occupational Health and Safety Committee (JOHSC), providing advice, guidance, and making recommendations to the resort’s senior leadership.
· Liaise with WorkSafe BC and all other related regulatory agencies on matters pertaining to Occupational Health and Safety.
· Ensure compliance with WorkSafe BC and Worker’s Compensation Act regulations. Monitor compliance with all internal and external health and safety requirements.
· Oversee and monitor the resort’s Workplace Health and Safety Program, policies, procedures.
· Coordinate and/or conduct incident and accident investigations, including ensuring all relevant reporting to external parties (e.g. Work Safe BC) is completed within the required timelines.
· Track incidents and accidents for trends analysis to implement prevention controls. Produce regular reporting in regard to incident and accident trends, and mitigations.
· Oversee claims management, in conjunction with the Director of Infrastructure, and Director of Employee Experience.
· In conjunction with the relevant Director, oversee the return to work/stay at work program for injured workers.
· Coach, guide and assist staff in understanding and adhering to their responsibilities related to management of health and safety. Communication areas of non-compliance.
- Co-operate and accept other assignments as and when required.
Minimum Qualifications & Skills:
· Bachelor’s degree in human resources management, Business Administration, or a related field. Equivalent experience will be considered.
· CHRP or SHRM certification is an asset.
· In-depth and technical knowledge of the Workers Compensation Act, Occupational Health and Safety Regulation, WIHMS, Employment Standards Act, BC Human Rights Code, and other relevant programs and legislation in BC.
· Proven experience as an HR manager or similar role, preferably in British Columbia.
· Strong knowledge of Canadian employment laws and regulations.
· Ability to handle sensitive and confidential information with discretion.
· Demonstrated leadership and decision-making abilities.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams, contractors, and stakeholders.
· Strong problem-solving and decision-making abilities, with a proactive approach to addressing challenges.
· Attention to detail and a commitment to delivering high-quality results within established timelines.
· Valid driver's license. Detail-oriented with excellent organizational and time management skills.
