Director of Guest Experience

Job Description

$85,000.00- $95,000.00 gross annually, based on previous experience and education.

At Rimrock, the guest experience is not something that happens behind a desk. It unfolds in every arrival, every welcome, every thoughtful gesture, and every moment when someone recognizes what a guest needs before they have to ask.

As Director of Guest Experience, you will lead the teams responsible for bringing that experience to life from the moment a guest arrives until the moment they leave, and every interaction in between.

Overseeing Guest Services, Lobby Hosts, Bell, Valet and Drivers, while providing oversight to Expeditions and supporting the Master of the House program, you will create a seamless and distinctly Rimrock approach to arrival, departure, transportation, VIP recognition and guest connection.

Highly visible and deeply connected to the operation, you will set the pace for the floor and inspire service that feels polished without feeling scripted, luxurious without feeling formal, and personal without ever feeling forced.

Key Responsibilities

Guest Experience & Service Leadership

• Own the arrival and departure experience, ensuring every touchpoint feels seamless, considered and distinctly Rimrock.
• Maintain a strong leadership presence throughout the lobby, porte cochère, entrance and other guest-facing spaces.
• Observe the guest journey in real time, identifying friction points and opportunities to continually improve the experience.
• Champion intuitive luxury service, coaching teams to read the guest rather than simply follow a script.
• Lead service recovery with confidence, empathy and ownership while empowering colleagues to resolve concerns in the moment.

VIP & Guest Recognition

• Provide leadership and strategic direction for Rimrock's VIP and Guest Recognition program.
• Ensure VIPs, returning guests, loyalty members, celebratory stays and other identified guests receive thoughtful and highly personalized recognition.
• Lead VIP planning and ensure preferences, history, purpose of stay and opportunities for personalization are understood across the hotel.
• Partner with Front Office, Summit Services, Housekeeping, Food & Beverage, Culinary, Sales, Events and hotel leadership to coordinate exceptional guest experiences.
• Personally oversee high-profile, sensitive or complex VIP stays when leadership presence is appropriate.
• Review VIP execution and missed opportunities to continually strengthen the program.

Guest Services Operations

• Provide strategic and operational leadership for Lobby Hosts, Bell Services, Valet, Drivers and Guest Transportation.
• Establish clear service standards, operating procedures and daily rhythms across Guest Experience operations.
• Ensure staffing and deployment reflect occupancy, arrivals, departures, group movements, events, weather and changing business demands.
• Maintain strong oversight of luggage handling and storage, vehicle operations, valet controls, transportation schedules and guest belongings.
• Provide oversight to Expeditions and support the successful execution of the Master of the House program.
• Partner across hotel departments to create a connected and effortless guest journey.

Leadership & Culture

• Recruit, develop and inspire a high-performing Guest Experience team.
• Build confident leaders who make decisions, coach in the moment and take ownership of the entire hotel experience.
• Create a culture of accountability, curiosity, recognition and genuine hospitality.
• Spend meaningful time in the operation observing, supporting and coaching colleagues.
• Recognize exceptional service and use missed opportunities as meaningful coaching moments.
• Develop succession and development plans that build the next generation of Rimrock leaders.

Operational Excellence

• Develop and manage departmental labour, expenses, productivity and annual operating budgets.
• Ensure scheduling and staffing models align with forecasted business while protecting the guest experience.
• Establish and monitor departmental KPIs, including guest satisfaction, VIP execution, service recovery, transportation performance, luggage delivery, productivity and colleague engagement.
• Ensure vehicles, equipment, uniforms and guest-facing areas consistently reflect Rimrock standards.
• Partner with Security and hotel leadership to maintain safe and effective vehicle, traffic and transportation operations.
• Ensure departmental practices meet hotel, brand, safety and regulatory requirements.

Guest Intelligence & Communication

• Ensure meaningful guest information moves with the guest throughout their Rimrock experience.
• Champion guest recognition and personalization, ensuring preferences and meaningful details are identified, communicated and acted upon.
• Participate actively in operational meetings, VIP planning, group arrival preparation and hotel-wide guest experience discussions.
• Identify patterns in guest feedback and translate them into meaningful operational improvements.

Qualifications

What You Bring

• Progressive leadership experience within luxury or upper-upscale hospitality.
• Proven experience leading multiple operational teams in a high-volume guest environment.
• Experience developing or leading VIP, guest recognition or personalization programs.
• Strong understanding of luxury service standards and guest journey design.
• Exceptional leadership, coaching and communication skills.
• Demonstrated ability to manage complex operations while remaining highly visible to guests and colleagues.
• Strong financial, labour and productivity management capabilities.
• Confidence managing complex guest concerns and service recovery situations.
• Valid driver's licence and ability to meet hotel driving requirements.

Bonus if You Bring

• Experience leading Bell, Valet, Transportation, Lobby or Guest Services operations.
• Strong knowledge of Banff, the Canadian Rockies and the experiences surrounding Rimrock.
• Experience designing or evolving luxury guest journeys.
• Experience working with high-profile guests, dignitaries, executives or complex VIP stays.

Who You Are

You're a leader who understands that exceptional luxury hospitality isn't necessarily about doing more—it's about noticing more.

You're naturally present in the operation and comfortable leading from the lobby, porte cochère and guest spaces rather than from behind an office door. You notice the guest who looks uncertain before they ask for help. You see arrivals building before the driveway becomes congested. You remember the returning guest, the celebration and the small detail that can transform a good stay into a meaningful one.

You balance genuine warmth with operational discipline and understand that exceptional service requires both.

Notice more. Lead with purpose. Stay moved.

Physical Demands

• Significant standing and walking throughout the workday.
• Ability to spend extended periods working throughout guest-facing areas of the hotel.
• Ability to work in indoor and outdoor environments and varying mountain weather conditions.
• Ability to work a flexible leadership schedule based on hotel operations, including evenings, weekends and holidays.

Visa Requirements: Must be legally eligible 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.