Guest Experience Manager

The Guest Experience Manager is a strategic luxury hospitality leader responsible for curating exceptional guest experiences while overseeing the daily operation of Guest Relations Concierge VIP Services and guest experience initiatives across the resort. Reporting to the Director of Front Office the Guest Experience Manager leads the Concierge team VIP Team & Suite Experience programs while partnering closely with all operational departments to orchestrate exceptional Forbes and LQA-inspired guest experiences.

Job Duties Include

Luxury Guest Experience Leadership

• Serve as the resorts ambassador for luxury hospitality ensuring exceptional service throughout the guest journey.
• Champion the UR Venue platform to curate personalized itineraries and memorable guest experiences.
• Lead Guest Experience Operations including VIP arrivals Suite Experiences Concierge and personalized guest experiences.
• Foster a seamless partnership between Concierge and the Resort Adventure Center to deliver exceptional experiences.
• Lead service recovery ensuring timely resolution and strengthened guest loyalty.
• Champion the resorts culture of Service Excellence by participating in regular Service Excellence Meetings focused on continuous improvement luxury service delivery emotional intelligence and memorable guest experiences.

Suite VIP Concierge & Experience Delivery

• Lead daily arrival planning for VIPs Suite guests repeat guests and special occasions ensuring seamless coordination of preferences amenities and personalized experiences.
• Lead and develop a best-in-class Concierge team focused on intuitive service destination expertise and personalized guest engagement.
• Curate bespoke itineraries premium local experiences and memorable activities that reflect the luxury positioning of Fairmont Château Lake Louise.
• Build strong partnerships with key tourism operators and experience providers to enhance the resorts lifestyle offerings.
• Maintain a visible presence throughout the resort engaging guests and supporting operational excellence.
• Ensure all guest experiences align with Fairmont Brand Standards Forbes Travel Guide and LQA expectations.

Leadership & Talent Development

• Recruit coach mentor and develop a high-performing Guest Experience and Concierge team.
• Foster a culture of accountability emotional intelligence and service excellence.
• Lead ongoing coaching performance development and succession planning.
• Recognize colleague achievements while promoting engagement and strong EES results.

Qualifications :

• Minimum five years of leadership experience in Guest Experience Concierge Front Office or luxury hotel operations including management experience in a luxury resort.
• Proven expertise in luxury hospitality VIP management personalized service and service recovery.
• Strong knowledge of Forbes Travel Guide LQA TrustYou and guest satisfaction metrics.
• Demonstrated leadership financial acumen and operational management skills.
• Proficiency with Opera Cloud (or equivalent PMS) Microsoft Office and guest experience technology.

Additional Information :

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 $8/meal)
• Comprehensive benefits package (Medical Vision & Dental) including extended benefits like; Mental Health (up to $5000/year) Orthodontics (up to $2500/year) Fertility Drugs and Gender Affirmation (Lifetime maximum of $10000) 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 5000 properties with Accor

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

APPLY TODAY: Whether youre just launching your career or looking for a new adventure we invite you to visit 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:

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.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1