Guest Relations Manager

Job Description

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

At Rimrock, meaningful hospitality begins with noticing. A familiar face. A reason for travelling. A preference remembered. A moment worth celebrating. Sometimes, simply recognizing that a guest needs something before they have to ask.

As Guest Relations Manager, you will bring these moments to life.

Leading our Lobby Hosts and owning Rimrock's VIP & Guest Recognition program, you will connect what we know about our guests with how we care for them. Highly visible and guest-facing, you will build genuine connections, identify opportunities for personalization and ensure meaningful guest information becomes thoughtful action.

At its heart, this role has a simple purpose:

Know our guests. Connect with them. Help Rimrock remember them.

Key Responsibilities

Lobby Host Leadership

• Lead the vision, standards and daily execution of Rimrock's Lobby Host program.
• Coach and develop Lobby Hosts to become confident ambassadors of Rimrock and Banff.
• Create a lobby presence that feels warm, natural and intentional—never transactional.
• Ensure Lobby Hosts understand the day's business, including VIPs, returning guests, celebrations, groups, events and opportunities for guest connection.
• Coach the team to recognize guest cues, initiate natural conversations and confidently connect guests with the hotel and destination.
• Continually evaluate and evolve the Lobby Host program based on guest feedback and operational observations.

VIP & Guest Recognition

• Own Rimrock's VIP & Guest Recognition program from identification and pre-arrival planning through departure.
• Maintain clear criteria and standards for VIP designation, ensuring recognition remains meaningful and intentional.
• Lead the creation and distribution of VIP Notices, ensuring teams understand not simply who is arriving, but what matters about their stay.
• Review upcoming VIPs, returning guests, key decision-makers, dignitaries, ownership and executive guests to develop appropriate recognition plans.
• Partner with Expeditions and operational teams to coordinate experiences, amenities, transportation, dining arrangements and thoughtful touches.
• Personally welcome and connect with VIP guests where appropriate.
• Coordinate executive and leadership engagement for guests requiring additional recognition.
• Follow VIP stays beyond arrival to ensure personalization continues throughout the guest journey.
• Review execution and capture learnings to continually strengthen the program.

Guest Connection & Personalization

• Be a recognizable and welcoming presence throughout Rimrock.
• Spend meaningful time in the lobby and guest spaces engaging naturally with guests.
• Seek opportunities for conversation rather than waiting for guests to approach.
• Learn why guests are visiting, what they are looking forward to and what could make their time at Rimrock more meaningful.
• Recognize returning guests and help build relationships that extend beyond a single stay.
• Identify celebrations, milestones, interests and meaningful details that may not have been captured during the reservation process.
• Connect guests with the people, places and experiences within Rimrock and throughout Banff.
• Ensure meaningful information shared by guests reaches the right people and becomes action where appropriate.

Guest Intelligence

• Champion the thoughtful and appropriate use of guest preference information throughout Rimrock.
• Ensure meaningful information discovered through guest interactions is accurately captured within guest profiles.
• Review returning guest history and preferences in preparation for future stays.
• Help teams distinguish useful guest intelligence from unnecessary information.
• Work across departments to ensure preferences are not simply recorded—they are used.
• Identify opportunities for personalized touches, thoughtful amenities and unexpected moments.
• Balance personalization with discretion so recognition always feels appropriate, natural and genuine.
• Foster a culture where guest knowledge belongs to Rimrock rather than one individual or department.

Guest Feedback & Service Recovery

• Connect proactively with guests throughout their stay to understand their experience before departure.
• Recognize potential concerns and take ownership or connect guests with the appropriate leader for resolution.
• Support thoughtful and timely service recovery and ensure concerns are followed through to completion.
• Identify recurring feedback, missed opportunities and moments of delight and share insights with operational leaders.
• Use guest feedback as an opportunity to continually strengthen the Rimrock experience.

Collaboration Across Rimrock

• Build strong partnerships across Guest Services, Front Office, Reservations, Housekeeping, Food & Beverage, Expeditions, Sales, Events, Security and hotel leadership.
• Act as a connector between departments when delivering VIP and personalized experiences.
• Participate actively in daily operational meetings, VIP planning and pre-arrival discussions.
• Ensure relevant guest information moves clearly and effectively throughout the hotel.
• Champion shared ownership of the guest experience across Rimrock.

Qualifications

What You Bring

• Leadership experience within luxury or upper-upscale hospitality, ideally within Guest Relations, Guest Experience, Front Office, Concierge or Rooms.
• Experience leading and developing guest-facing colleagues.
• A natural ability to build genuine relationships with guests and colleagues.
• Strong understanding of luxury hospitality and intuitive service.
• Exceptional written and verbal communication skills.
• Strong attention to detail with the ability to coordinate multiple guest arrangements simultaneously.
• Confidence engaging with high-profile guests, executives, dignitaries and sensitive VIP stays with discretion and professionalism.
• Strong coaching and colleague development skills.
• Experience collaborating across multiple hotel departments.
• Ability to balance administrative responsibilities with significant time spent in guest-facing spaces.

Bonus if You Bring

• Experience managing VIP, guest recognition, personalization or loyalty programs.
• Luxury resort or destination hotel experience.
• Strong knowledge of Banff and the Canadian Rockies.
• Experience developing guest profiles, preference programs or personalized guest experiences.
• Experience working with high-profile, executive or dignitary guests.

Who You Are

You're genuinely curious about people.

You remember names, conversations and the little details people share because you were listening. You're comfortable walking into a lobby and starting a conversation with someone you've never met—and you understand when a guest wants engagement and, just as importantly, when they don't.

You can manage the details behind a complex VIP stay while ensuring none of that coordination ever feels operational to the guest. You notice opportunities others might walk past and turn simple pieces of information into thoughtful experiences.

You understand that true luxury isn't always about adding more.

Often, it's simply about paying closer attention.

Know them. Remember them. Stay moved.

Physical Demands

• Significant standing and walking throughout the workday.
• Ability to spend extended periods working throughout the lobby and other guest-facing areas.
• Frequent computer and administrative work related to guest profiles, VIP planning and communication.
• Ability to work a flexible schedule based on guest and operational needs, 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.