Guest Services Manager

Job Description

This role is about more than managing operations, it’s about owning the 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 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.

Start Date : April 2026

Contract Type : Full-Time

pay Rate : $63,000 - $68,000, dependent on experience.

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

Operational Excellence

Collaboration & Communication

Administrative & Strategic Support

Qualifications

What You Bring

Bonus If You Bring

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

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

Additional Information

Job Perks & Benefits :

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.

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