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. 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.

Contract Type: Full-Time

Champion exceptional service delivery, ensuring every arrival, departure, and transition is seamless and memorable.

Oversee VIP recognition, long-stay guest engagement, and personalized service delivery.

Monitor guest feedback and satisfaction metrics, translating insights into continuous improvement initiatives.

Lead, coach, and develop Bell Services, Valet, Door, and Resort Driver teams, building strong leaders and high-performing colleagues.

Recruit, onboard, train, and schedule team members to ensure optimal coverage and service flow.

Conduct regular performance conversations, coaching sessions, and development planning.

Ensure all colleagues are thoroughly trained on service rituals, safety protocols, systems, and local knowledge.

Oversee daily Guest Services operations, ensuring efficient luggage handling, valet flow, and transportation services.

Design, manage, and optimize shuttle schedules and courtesy vehicle deployment for guest convenience and operational efficiency.

Manage departmental budgets, payroll, and labor planning with a focus on efficiency and quality.

Partner closely with Front Office, Housekeeping, Reservations, Sales, Wellness, Engineering, and Food & Beverage teams to ensure seamless guest journeys.

Communicate guest preferences, service recovery actions, and operational insights across departments.

Administrative & Strategic Support

Manage departmental inventories, contracts, and supplies.

Support the development and implementation of policies, procedures, and service enhancements.

Contribute to long-term guest experience strategy aligned with Emblems Collection standards.

Post-secondary degree or diploma in Hospitality Management or a related field.

Progressive leadership experience in Guest Services or Front Office roles within a luxury hotel or resort environment.

Strong operational acumen with the ability to manage multiple priorities in a fast-paced environment.

High attention to detail with a disciplined, quality-driven approach.

Strong financial and labor management skills.

Class 5 Alberta Drivers Licence and clean abstract.

Bonus If You Bring

• Strong knowledge of Banff National Park and destination guest expectations.
• You lead with clarity and authority, balancing decisiveness with thoughtful coaching and development.

testing ideas, refining systems, and holding yourself and others accountable to the highest level of quality. Frequent movement between indoor and outdoor environments.

• Visa Requirements: 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.