Assistant Guest Experience Manager

The Assistant Guest Experience Manager supports the daily leadership of Concierge Guest Relations and Guest Activities while ensuring exceptional luxury service throughout the guest journey. This role is responsible for the day-to-day execution of guest experience standards VIP arrivals service recovery colleague coaching and operational coordination across departments. Through visible leadership and proactive decision-making the Assistant Guest Experience Manager helps deliver seamless personalized experiences aligned with Fairmont Forbes and LQA standards.

Daily Operations
Lead the daily operation of Concierge and Suit VIP ensuring efficient execution of guest requests transportation dining reservations activities and special arrangements.
Conduct daily arrival reviews prioritizing VIPs ALL Elite Members repeat guests long stays special occasions and suite arrivals.
Coordinate with Front Office Housekeeping Fairmont Gold Engineering Culinary and other departments to ensure rooms amenities and guest requests are delivered on time.
Champion the UR Venue platform to curate personalized itineraries and memorable guest experiences.
Maintain a visible presence in the lobby and throughout the resort supporting colleagues and engaging guests during peak periods.
Perform Manager on Duty responsibilities as assigned.

Guest Experience
Deliver personalized service by anticipating guest needs and creating memorable experiences throughout the stay.
Coordinate VIP amenities celebrations proposals anniversaries and special occasions.
Ensure guest preferences and profiles are accurately maintained within Opera Cloud UR Venue platform and communicated to operational teams.
Resolve guest concerns promptly through effective service recovery while following established empowerment guidelines.
Support and promote the resorts Make Special Happen culture through meaningful guest interactions.
Partner with the Resort Adventure Centre and operational teams to enhance the guest journey.

Leadership & Team Development
Provide daily coaching direction and performance feedback to Concierge and Guest Relations colleagues.
Support recruitment onboarding scheduling colleague development and recognition initiatives.
Conduct regular training focused on luxury service standards destination knowledge emotional intelligence and guest recovery.
Ensure compliance with Fairmont Brand Standards LQA and departmental SOPs.
Monitor guest feedback through TrustYou LQA guest surveys and internal reporting implementing improvements where required.
Recognize colleague achievements and support Employee Engagement Survey (EES) initiatives.

Qualifications :

Minimum three years of leadership experience within Concierge Guest Relations Front Office or luxury hotel operations.
Previous luxury hotel or resort experience preferred.
Strong knowledge of concierge operations guest recovery and personalized luxury service.
Experience with Opera Cloud (or equivalent PMS) Microsoft Office and guest engagement platforms.
Strong communication organizational and interpersonal skills.
Knowledge of Banff National Park and regional attractions is considered an asset.

Additional Information :

Job Perks & Benefits:

• Subsidized staff accommodation provided on-site for full time status employees
• One complimentary meal per shift in our staff cafeteria (additional meals can be purchased for $8/meal)
• Comprehensive benefits package (Medical Vision & Dental) including extended benefits like; Mental Health (up to $5000/year) Orthodontics (up to $2500/year) Fertility Drugs and Gender Affirmation (Lifetime maximum of $10000) for full time permanent status employees
• 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 Fairmont & Accor properties world-wide
• Access to the Mountain Explorer Travel Program - Discounted room rates including 50% off all food & beverage at Fairmont Resorts in Banff Lake Louise Jasper & Whistler (subject to availability)
• Opportunity to develop your talent and grow within Fairmont Chateau Lake Louise and over 5000 properties with Accor

Visa Requirements: Applicants must be legally authorized to work in Canada.

Apply Today: Whether youre just launching your career or looking for a new adventure we invite you to visit to learn more about Fairmont Chateau Lake Louise and the extraordinary opportunities that exist within our resort!

We encourage you to let us know if you require any accommodations through the application or recruitment process and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact in confidence:

Our Commitment to Diversity & Inclusion: 

At Fairmont Chateau Lake Louise we believe that the strength of our team lies in its diversity. We are committed to fostering an inclusive environment that respects the unique backgrounds perspectives and talents of the individual. As an Equal Opportunity Employer we are dedicated to providing equal access to opportunities. We welcome applications from all qualified candidates.

#CWMRLeadership

Remote Work :

No

Employment Type :

Full-time