Guest Services Manager (Full Time)

Guided by Wellness, Adventure, and Culture, our Heartists live and work in one of the most inspiring places on Earth, delivering hospitality with purpose and heart. Leading it requires intention, discretion, and an intuitive understanding of how guests want to feel in their private space.
As In-Room Dining Manager, you’ll oversee an operation that blends restaurant-level food and beverage with quiet precision, emotional intelligence, and impeccable timing. Contract Type: Full-Time
Reports to: Director of Events and In-Room Dining
Lead all aspects of In-Room Dining operations, service standards, and team performance.
Oversee daily order flow, timing, and delivery to ensure precise, quiet, and seamless service.
Maintain service standards that prioritize discretion, privacy, and emotional awareness.
Partner with Culinary, Beverage, and Hotel leadership to design menus and offerings that travel well, hold quality, and feel complete in-room.
Ensure wellness-forward, dog-friendly, and privacy-led standards are consistently upheld.
Manage mini-market / honour-style self-serve concepts on guest floors.
Train, mentor, and support IRD Servers and Lead Servers (Order Takers).
Lead by example, setting the tone for service pacing, communication, and guest care.
Quality, Feedback & Continuous Improvement
Monitor guest feedback, service quality, and operational opportunities for improvement.
Ensure compliance with service standards and luxury brand expectations.

Leadership experience in luxury hospitality, in-room dining, room service, or fine dining operations.

• A strong understanding of service pacing, guest psychology, privacy, and discretion.
• Proven ability to lead teams with calm authority, clarity, and emotional intelligence.
• Bonus If You Bring
• Experience with Forbes, LQA, or similar luxury service standards.
• A background in wellness-focused or lifestyle hospitality environments.
• Creative experience with curated amenities, VIP experiences, or personalized guest moments.
• You lead with presence rather than volume, and you’re deeply attuned to how service makes people feel. You thrive in environments that require discretion, adaptability, and emotional intelligence, and you take pride in delivering excellence quietly, consistently, and with care.

Serve with discretion. Ability to work in a fast-paced environment with exposure to heat, noise, and cleaning chemicals.
Visa Requirements: The hotel is unable to assist candidates in obtaining Canadian work authorization.

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.
At Rimrock Banff, we believe that diversity makes us stronger, and inclusion moves us forward.
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.