Guest Services Manager

This role is about more than managing operations its 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. 

With a sharp operational lens and a calm authoritative presence you lead Bell Services to deliver seamless anticipatory and unmistakably Emblems experiences. You balance pace with precision empowering your leaders and teams while safeguarding consistency safety and brand standards. 

Start Date: April 2026
Contract Type: Full-Time
pay Rate: $63000 - $68000 dependent on experience.

Key Responsibilities 

Guest Experience & Presence 

• Act as a visible engaged leader in the lobby and front drive actively connecting with guests and anticipating needs. 
• Champion exceptional service delivery ensuring every arrival departure and transition is seamless and memorable. 
• Handle escalated guest concerns with empathy urgency and discretion ensuring thoughtful resolution and follow-up. 
• Oversee VIP recognition long-stay guest engagement and personalized service delivery.
• Monitor guest feedback and satisfaction metrics translating insights into continuous improvement initiatives. 

Team Leadership & Development 

• 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. 
• Foster a culture of accountability professionalism and genuine care aligned with Rimrock and Emblems standards. 
• Ensure all colleagues are thoroughly trained on service rituals safety protocols systems and local knowledge. 

Operational Excellence 

• 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. 
• Maintain high standards of cleanliness organization and functionality in lobby front drive and arrival areas. 
• Manage departmental budgets payroll and labor planning with a focus on efficiency and quality. 
• Ensure compliance with all brand standards health safety and security regulations. 

Collaboration & Communication 

• 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. 
• Participate actively in daily operations meetings contributing guest-focused insights and recommendations. 

Administrative & Strategic Support 

• Prepare and analyze daily weekly and monthly operational reports. 
• 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. 

Qualifications :

What You Bring 

• 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. 
• Proven success leading diverse teams and delivering exceptional guest satisfaction. 
• Strong operational acumen with the ability to manage multiple priorities in a fast-paced environment. 
• Advanced proficiency in PMS systems with Opera PMS strongly preferred. 
• 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 

Experience within lifestyle luxury brands. 
Strong knowledge of Banff National Park and destination guest expectations. 
Experience leading transportation or valet operations. 
 

Who You Are 

You are a composed strategic leader who thrives in environments where standards matter and details define success. You lead with clarity and authority balancing decisiveness with thoughtful coaching and development. 

Analytical and disciplined you take pride in doing things properly; testing ideas refining systems and holding yourself and others accountable to the highest level of quality. Calm under pressure you bring structure consistency and trust to your teams while moving confidently toward results. 

Lead with intention. Deliver with precision. Stay moved. 

Physical Demands 

Prolonged periods of standing and walking in lobby and arrival areas. 
Frequent movement between indoor and outdoor environments. 
Ability to remain focused and composed in high-volume guest-facing settings. 
Ability to lift and carry up to 50lbs / 23kg. 

Visa Requirements: Must be legally authorized to work in Canada. 

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. 

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 Heartist 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 Heartist 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. 

#CWMRSummer26
#CWMRLeadership
 

Remote Work :

No

Employment Type :

Full-time