Assistant Front Office Manager

Job Description

As the Assistant Front Office Manager, you are at the heart of the resort experience - welcoming guests, setting the tone in the lobby, and ensuring every arrival, stay, and departure feels seamless and personal. You lead by example, supporting the Front Office team with a calm, confident presence and a sharp eye for detail, while ensuring service standards are consistently delivered at the highest level.

In this role, you balance hands-on leadership with operational excellence. You anticipate guest needs, resolve concerns with professionalism and warmth, and work closely with other departments to create a smooth and elevated guest journey. Every day brings something new, and you thrive in a fast-paced luxury environment where memorable service, genuine connection, and team culture matter.

Start Date: September 2026

What You'll Be Doing

Front Office Operations & Guest Experience

• Oversee daily Front Office operations, including Front Desk Agents, Front Desk Supervisors and Night Auditors.
• Maintain a visible and engaging lobby presence, anticipating guest needs and ensuring smooth operational flow during peak periods.
• Ensure consistent delivery of elevated, personalized service aligned with Rimrock standards.
• Manage escalated guest concerns with empathy, discretion, and effective service recovery.

Leadership & Team Development

• Lead scheduling, training, and performance conversations to support accountability, engagement, and career development.
• Coach and develop team members, identifying future leaders and supporting growth pathways within the Front Office.
• Set clear expectations and provide direct, timely feedback to maintain high performance standards.
• Act as department lead in the absence of the Front Office Manager, ensuring continuity of leadership and service excellence.

Operational Excellence & Process Improvement

• Drive efficiency through strong organization, attention to detail, and disciplined execution of Front Office processes.
• Analyze workflows, identify gaps, and implement improvements that enhance the guest journey and team effectiveness.
• Ensure accuracy in reporting, cash handling, room status coordination, and system usage.
• Support the adoption of new tools, systems, and procedures to improve speed, quality, and consistency.

Collaboration & Communication

• Partner closely with other operational teams to ensure seamless guest experiences.
• Communicate clearly, confidently, and directly in fast-paced environments.
• Take initiative in decision-making while remaining aligned with overall hotel strategy and brand direction.

Qualifications

What You Bring

• Front Office leadership experience in a luxury or high-volume hotel environment.
• Post-secondary degree or diploma in Hospitality Management or a related field.
• Strong operational and analytical skills with a focus on accuracy, efficiency, and results.
• A proactive, driven leadership style with comfort managing multiple priorities at pace.
• Clear, direct communication skills with the ability to lead teams through change.
• Experience with PMS systems (Opera Cloud preferred).

Bonus If You Bring

• Familiarity with Banff National Park or resort-style operations.

Who You Are

You are a focused, results-driven leader who thrives in a fast-paced environment. You take initiative naturally, manage complexity with confidence, and lead conversations with clarity and purpose.

You are energized by responsibility, motivated by high standards, and calm under pressure. You move quickly, think analytically, and take pride in getting things right. You are direct, decisive, and dependable, someone others look to when the pace picks up and expectations are high.

You bring structure to complexity, momentum to operations, and confidence to the guest experience.

Lead with precision. Drive excellence. Stay moved.

Physical Demands

• Prolonged standing and walking throughout Front Office and lobby areas.
• Occasional lifting of luggage or operational materials (up to 25lbs).

Visa Requirements: Must be legally authorized to work in Canada.

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 Accor Hotels in Banff, Lake Louise, Jasper & Whistler.
• One complimentary buffet meal per shift in our staff cafeteria.
• Subsidized shared Staff Accommodation (subject to availability).

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 team member 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 person 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.

#CWMRSummer26
#CWMRLeadership