Guest Services Manager

Job Description

$56,000.00- $72,000.00, based on previous experience and education.

This role is about more than managing operations, it’s about owning the entire arrival and departure experience. As Guest Services Manager, you are the strategic and cultural leader of our front-of-house guest journey, setting the standard for service excellence from the front drive to the lobby and beyond.

With a sharp operational lens and a calm, authoritative presence, you lead Bell Services, Valet, Door, and Resort Driver teams to deliver seamless, anticipatory, and unmistakably Emblems experiences. You balance pace with precision, empowering your leaders and teams while safeguarding consistency, safety, and brand standards.

Key Responsibilities

Guest Experience & Presence

• Act as a visible, engaged leader in the lobby and front drive, actively connecting with guests and anticipating needs.
• Champion exceptional service delivery, ensuring every arrival, departure, and transition is seamless and memorable.
• Handle escalated guest concerns with empathy, urgency, and discretion, ensuring thoughtful resolution and follow-up.
• Oversee VIP recognition, long-stay guest engagement, and personalized service delivery.
• Monitor guest feedback and satisfaction metrics, translating insights into continuous improvement initiatives.

Team Leadership & Development

• Lead, coach, and develop Bell Services, Valet, Door, and Resort Driver teams, building strong leaders and high-performing colleagues.
• Recruit, onboard, train, and schedule team members to ensure optimal coverage and service flow.
• Conduct regular performance conversations, coaching sessions, and development planning.
• Foster a culture of accountability, professionalism, and genuine care aligned with Rimrock and Emblems standards.
• Ensure all colleagues are thoroughly trained on service rituals, safety protocols, systems, and local knowledge.

Operational Excellence

• Oversee daily Guest Services operations, ensuring efficient luggage handling, valet flow, and transportation services.
• Design, manage, and optimize shuttle schedules and courtesy vehicle deployment for guest convenience and operational efficiency.
• Maintain high standards of cleanliness, organization, and functionality in lobby, front drive, and arrival areas.
• Manage departmental budgets, payroll, and labor planning with a focus on efficiency and quality.
• Ensure compliance with all brand standards, health, safety, and security regulations.

Collaboration & Communication

• Partner closely with Front Office, Housekeeping, Reservations, Sales, Engineering, and Food & Beverage teams to ensure seamless guest journeys.
• Communicate guest preferences, service recovery actions, and operational insights across departments.
• Participate actively in daily operations meetings, contributing guest-focused insights and recommendations.

Administrative & Strategic Support

• Prepare and analyze daily, weekly, and monthly operational reports.
• Manage departmental inventories, contracts, and supplies.
• Support the development and implementation of policies, procedures, and service enhancements.
• Contribute to long-term guest experience strategy aligned with Emblems Collection standards.

Qualifications

What You Bring

• Post-secondary degree or diploma in Hospitality Management, Business Administration, or a related field.
• 3–5 years of progressive leadership experience in Guest Services or Front Office roles within a luxury hotel or resort environment.
• Proven success leading diverse teams and delivering exceptional guest satisfaction.
• Strong operational acumen with the ability to manage multiple priorities in a fast-paced environment.
• Advanced proficiency in PMS systems, with Opera PMS strongly preferred.
• High attention to detail with a disciplined, quality-driven approach.
• Confident, composed communication style with the ability to lead decisively.
• Strong financial and labor management skills.
• Flexibility to work varied schedules as required by operational needs.

Bonus If You Bring

• Experience within lifestyle luxury or Emblems Collection–style brands.
• Strong knowledge of Banff National Park and destination guest expectations.
• Experience leading transportation or valet operations.
• Multilingual communication skills.

Who You Are

You are a composed, strategic leader who thrives in environments where standards matter and details define success. You lead with clarity and authority, balancing decisiveness with thoughtful coaching and development.

Analytical and disciplined, you take pride in doing things properly; testing ideas, refining systems, and holding yourself and others accountable to the highest level of quality. Calm under pressure, you bring structure, consistency, and trust to your teams while moving confidently toward results.

Lead with intention. Deliver with precision. Stay moved.

Physical Demands

• Prolonged periods of standing and walking in lobby and arrival areas.
• Frequent movement between indoor and outdoor environments.
• Ability to remain focused and composed in high-volume, guest-facing settings.
• Ability to lift and carry up to 50 lbs / 23 kg.

Visa Requirements: Must be legally authorized to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Additional Information

Job Perks & Benefits:

• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics, Fertility Drugs and Gender Affirmation for full time permanent status employees after 3 months.
• 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 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 Banff, Lake Louise, Jasper & Whistler.
• One complimentary buffet meal per shift in our staff cafeteria.

Apply Today: Whether you're just starting your journey or seeking your next adventure, we’d love to hear from you. Explore current opportunities and discover what it means to be a Heartist at www.rimrockcareers.com.

We’re committed to providing an inclusive and accessible recruitment experience. If you require any accommodations during the application or interview process, please reach out confidentially, at recruiter@rimrockresort.com, and we’ll work with you to ensure your needs are met.

At Rimrock Banff, we believe that diversity makes us stronger, and inclusion moves us forward.

Our team is made up of individuals from across the globe, each bringing their own culture, perspective, and story. In a place as naturally diverse as Banff National Park, it’s only fitting that our workplace reflects the same richness.

Whether you're on shift or in staff housing, we want every Heartist to feel seen, valued, and free to be fully themselves, regardless of race, culture, gender identity, religion, abilities, sexual orientation, or age.

Inclusion isn't a box we check, it’s a value we live. And while we're proud of our progress, we know there's always more to learn, more ways to grow, and more voices to elevate.

Together, we build a workplace where belonging isn’t just possible, it’s expected.
Be you. Be bold. Stay moved.