Assistant Guest Services Manager

Job Description

Every arrival sets the tone for an unforgettable stay. As the Assistant Guest Services Manager, you will help lead a passionate team responsible for creating exceptional first and last impressions. You will provide hands-on leadership, coach and develop your team, and ensure every interaction reflects our commitment to genuine hospitality and Forbes-level service.

From welcoming VIP guests and overseeing the Guest Services team to managing transportation operations and supporting daily departmental success, you will inspire excellence while fostering a culture of teamwork, professionalism, and care.

What You'll Be Doing

Leadership & Team Development

• Provide daily leadership, coaching, and support to the Guest Services team, including Bell Captains, Bellpersons and Resort Drivers.
• Lead daily operations while maintaining a strong presence on the floor, spending the majority of your time actively supporting the team.
• Supervise, motivate, and develop a team of up to 20 colleagues.
• Prioritize and delegate daily operational responsibilities to ensure seamless service delivery.
• Support recruitment, onboarding, training, performance management, and bi-annual performance reviews.
• Foster a positive, engaging, and collaborative workplace culture by leading through example.

Guest Experience Excellence

• Champion exceptional arrival and departure experiences for every guest.
• Coordinate VIP arrivals and communicate proactively across departments to ensure memorable guest experiences.
• Respond quickly and professionally to guest concerns, ensuring effective service recovery.
• Maintain expert knowledge of the hotel, its amenities, dining venues, and guest services.
• Develop and maintain extensive knowledge of Banff National Park, local attractions, and recreational experiences to better assist guests.

Operations & Service Standards

• Assist in scheduling and daily operational planning for the Guest Services department.
• Train and cross-train all Guest Services positions while providing ongoing coaching and mentorship.
• Develop, maintain, and audit departmental training materials to ensure consistent service standards.
• Take ownership of the hotel's first and last impression standards.
• Support seasonal operational transitions and departmental planning.
• Assist with the management of the hotel's front-of-house vehicle fleet in partnership with the Engineering team.
• Champion the Safe Driving Program and fulfill responsibilities as the Commercial Safety Officer.
• Support additional operational initiatives and projects as assigned by the Guest Services Manager.

Qualifications

What You Bring

• Supervisory or management experience within a hotel Guest Services, Bell Services, or Front Office environment.
• Post-secondary education in Hospitality, Tourism, or a related field is considered an asset.
• Valid Alberta Class 4 Driver's License with a clean driver's abstract.
• Comfortable operating luxury vehicles, larger passenger vehicles, and standard transmission vehicles.
• Strong leadership skills with a passion for coaching and developing others.
• Exceptional guest service and communication skills.
• Excellent organizational skills with the ability to prioritize multiple responsibilities.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel. 

Bonus If You Bring

• Previous luxury hotel or resort leadership experience.
• Experience working within Forbes Travel Guide or AAA Four Diamond service environments.
• Strong knowledge of Banff National Park and the surrounding region.
• Commercial driving or transportation fleet management experience.

Who You Are

You're a leader who thrives on creating memorable moments.

You believe every guest interaction matters and understand that a warm welcome and thoughtful farewell leave lasting impressions. You enjoy being on the floor, coaching your team in real time, and leading by example rather than from behind a desk.

You inspire confidence, solve problems with composure, and create an environment where colleagues feel empowered to succeed. Your passion for hospitality, combined with your knowledge of Banff and your commitment to exceptional service, helps create experiences guests will remember long after they leave.

Lead with purpose. Welcome with heart. Stay moved.

Physical Demands

• Significant standing and walking throughout the shift.
• Frequent lifting and carrying items weighing up to 50lbs / 23kg.
• Occasional pushing of luggage carts weighing up to 200lbs / 90kg.
• Occasional lifting of items weighing up to 100lbs / 45kg.
• Ability to work outdoors for extended periods in varying weather conditions.
• Ability to work a flexible schedule including weekends, evenings, and holidays.

Visa Requirements: Must be legally authorized to work in Canada. We are unable to offer LMIA sponsorship.

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 Accor Hotels in Banff, Lake Louise, Jasper & Whistler. 
• One complimentary buffet meal per shift in our staff cafeteria. 
• Subsidized shared Staff Accommodation for full-time status. 

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 team member 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 [email protected], 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 person 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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Compensation: 60000 to 63000 (CAD) (YEARLY)