Responsable Service Contrôle De Gestion

A rewarding opportunity has emerged at Rimrock Banff, Emblems Collection, for a Director of Guest Experience to join our Rooms leadership team.
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.
Guest Experience & Service Leadership
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.
Provide leadership and strategic direction for Rimrock's VIP and Guest Recognition program.
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.
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.
Spend meaningful time in the operation observing, supporting and coaching colleagues.
Recognize exceptional service and use missed opportunities as meaningful coaching moments.
Develop and manage departmental labour, expenses, productivity and annual operating budgets.
Establish and monitor departmental KPIs, including guest satisfaction, VIP execution, service recovery, transportation performance, luggage delivery, productivity and colleague engagement.
Ensure departmental practices meet hotel, brand, safety and regulatory requirements.
Guest Intelligence & Communication
Participate actively in operational meetings, VIP planning, group arrival preparation and hotel-wide guest experience discussions.
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.
Bonus if You Bring
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 balance genuine warmth with operational discipline and understand that exceptional service requires both.
Significant standing and walking throughout the workday.
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: 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 Fairmont Resorts 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.