Executive Administration Assistant, Guest Experience & Quality Assurance

As Rimrock Banff prepares to re-emerge as the first Emblems Collection retreat in North America were not just reopening were redefining modern mountain luxury.
The Executive Administration Assistant Guest Experience & Quality Assurance plays a pivotal role in ensuring every guest interaction brand standard and service touchpoint reflects the refined excellence of Rimrock Banff.

This role blends strategic coordination service culture leadership and executive-level administration connecting our leadership team to the heartbeat of our guest experience. Youll champion our quality assurance programs elevate feedback into action and ensure alignment between our vision and every detail of delivery.

Key Responsibilities

Quality & Brand Excellence

• Lead the hotels Quality Assurance and Brand Standards programs ensuring consistency across all departments.
• Conduct internal audits and coordinate pre- and post-QA review action plans.
• Monitor guest feedback channels (TrustYou surveys direct correspondence) providing data-driven insights and follow-up strategies.
• Lead monthly Service Excellence reviews with leadership teams to celebrate wins and drive accountability.

Executive Office & Communication Support

• Provide direct administrative and strategic support to the General Manager and Director of Operations.
• Prepare executive correspondence reports and presentations with accuracy and polish.
• Coordinate leadership meetings track action plans and manage internal communication flows.
• Oversee VIP visit coordination (Owners Corporate Media Returning Guests) and create personalized notices and itineraries.

Guest Experience Leadership

• Partner with Department Heads to identify opportunities to enhance guest journeys and uphold luxury service standards.
• Collaborate on service culture initiatives recognition programs and brand experience training.
• Ensure follow-up on guest recovery and recognition programs reflects genuine care and consistency.

Administrative & Operational Support

• Manage scheduling correspondence and day-to-day operations of the Executive Office.
• Oversee the hotels Donation Request program ensuring community partnerships reflect brand values.
• Act as liaison between leadership and operations teams to maintain alignment on performance goals and guest experience priorities.

Qualifications :

What You Bring

• 3 years of administrative quality assurance or guest experience in luxury hospitality.
• Exceptional organizational and communication skills with impeccable attention to detail.
• Proven ability to manage confidential information with discretion and professionalism.
• Strong understanding of guest service standards (Forbes LQA or brand luxury standards preferred).
• Proficiency in MS Office Suite and guest feedback systems (TrustYou Medallia etc.).
• A collaborative people-first mindset and ability to build trust across departments.
• A passion for creating excellence both in guest experience and workplace culture.

Bonus if You Bring

• Previous experience supporting a General Manager or Executive Committee.
• Knowledge of Accor brand standards or previous experience with an Accor property.
• Background in luxury quality assurance or service culture programming.
• Experience in guest recovery recognition or VIP service management.
• Familiarity with Banff National Park and the guest expectations of a mountain luxury resort.

Who You Are

Youre an Altruist at heart cooperative thoughtful and motivated by helping others succeed.
You thrive in a fast-paced environment where every detail matters and every interaction shapes an impression.
You lead with warmth and integrity ensuring that excellence feels personal not procedural.
You balance structure with empathy bringing people together aligning priorities and turning plans into polished execution.
Youre the calm in the chaos the connector behind the curtain and the quiet force that keeps everything (and everyone) moving forward.

Support the vision. Elevate the standard. Stay moved.

Physical Demands & Work Environment

• This role primarily operates in a professional office setting with frequent interaction across hotel departments and guest areas.
• Requires extended periods of sitting computer use and occasional standing or walking during property inspections or guest visits.
• Must be able to lift up to 10 kg occasionally (files presentation materials event supplies).
• Flexibility to adjust to peak business periods VIP arrivals and occasional evening or weekend commitments.
• The position is based on-site at the Rimrock Banff within Banff National Park.

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.
• 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.

Apply Today: Whether youre just starting your journey or seeking your next adventure wed love to hear from you. Explore current opportunities and discover what it means to be a Heartisan at .

Were 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 and well 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 a place as naturally diverse as Banff National Park its only fitting that our workplace reflects the same richness.

Whether youre on shift or in staff housing we want every Heartisan to feel seen valued and free to be fully themselves regardless of race culture gender identity religion abilities sexual orientation or age.

Inclusion isnt a box we check its a value we live. And while were proud of our progress we know theres always more to learn more ways to grow and more voices to elevate.

Together we build a workplace where belonging isnt just possible its expected.
Be you. Be bold. Stay moved.

Remote Work :

No

Employment Type :

Full-time