Assistant Fairmont Gold Manager

Accor; Banff; On-site; CAD 68,000 - 70,000; Full time

Benefits offered by this job

Staff accommodations provided on-site

Staff meals per shift

Comprehensive benefits package

Pension plan with employer match

Employee travel program

Mountain Explorer travel program

Discounts on F&B and spa services

Job summary

Fairmont Banff Springs in Banff, AB, invites a dedicated leader to drive the Fairmont Gold operation. You will oversee reception, lounge, guest journeys and ensure service excellence across all guest touchpoints.

The role reports to the Director of Fairmont Gold and covers leadership in the Director's absence. Key responsibilities include coaching colleagues, optimizing labor and costs, managing room inventory and collaborating with multiple hotel departments to deliver a seamless, elevated

Qualifications

• Experience leading luxury hotel operations and guest services.
• Ability to manage budgets, forecasts and labor.
• Strong communication and collaboration across departments.

Responsibilities

• Lead Fairmont Gold reception, lounge and guest journey with service excellence.
• Act as department head in the Director's absence and ensure continuity.
• Coach and develop Fairmont Gold colleagues and maintain engagement.
• Oversee staffing, scheduling, and inventory aligning with revenue goals.
• Monitor occupancy, forecast demand and optimize labor and costs.
• Collaborate with Front Office, Reservations, Housekeeping and Culinary.

Skills

Leadership

Guest service excellence

Staff coaching

Financial acumen

Operational leadership

Education

Hospitality management diploma/degree

Tools

Property Management System

MS Office

Job description

Join the team at Fairmont Banff Springs. Set in one of Western Canada’s most spectacular alpine destinations, Banff offers a unique community of hospitality enthusiasts, outdoor adventure seekers, artists, entertainers, and families alike.It's the perfect work/life combination.

Job Description

Fairmont Gold is our exclusive “hotel within a hotel” experience, where exceptional, personalized service is delivered through a dedicated reception, private lounge, elevated guest recognition and an attentive team committed to creating memorable experiences.

The Assistant Fairmont Gold Manager is a key operational leader responsible for the day-to-day leadership and execution of the complete Fairmont Gold operation. This role ensures consistent delivery of Fairmont service standards, strong colleague engagement, operational and financial accountability, and seamless collaboration across the hotel.

Reporting to the Director of Fairmont Gold, the Assistant Fairmont Gold Manager oversees the daily Fairmont Gold operation and serves as the department’s operational leader in the Director’s absence. The role ensures the Fairmont Gold experience is delivered consistently across guest service, lounge operations, room inventory, colleague performance, financial results and cross-functional execution.

Competitive Salary: $68,000-$70,000 gross annually, based on previous experience & education

• Lead the day-to-day operation of the complete Fairmont Gold experience, including Fairmont Gold Reception, Lounge and the end-to-end guest journey, ensuring exceptional guest satisfaction and consistent adherence to Fairmont, LQA and Forbes service standards.
• Serve as the operational leader of Fairmont Gold and assume responsibility for the department in the absence of the Director of Fairmont Gold, ensuring continuity of leadership, communication, decision-making and operational execution.
• Lead, coach, supervise and develop Fairmont Gold colleagues, fostering a highly engaged, accountable and service-driven culture while ensuring clear daily communication, effective delegation and consistent follow-through.
• Coordinate staffing, scheduling and colleague deployment based on occupancy, arrival and departure patterns, lounge demand, VIP activity and operational priorities to ensure efficient and consistent service delivery.
• Monitor and forecast daily, weekly and monthly Fairmont Gold occupancy and business levels, translating business demand into proactive plans for labor, lounge operations, guest engagement and service delivery.
• Oversee Fairmont Gold room inventory, room assignments, upgrades and special inventory requirements in alignment with Revenue Management strategies, hotel priorities and the overall guest experience.
• Drive revenue generation and expense management by identifying upgrade and incremental revenue opportunities, monitoring departmental costs and ensuring resources are deployed effectively.
• Collaborate closely with Front Office, Reservations, Housekeeping, In-Room Dining, Culinary, Concierge, Royal Service, Revenue Management and other hotel departments to deliver a seamless and elevated “hotel within a hotel” experience.
• Partner with the Executive Chef and Culinary leadership on Fairmont Gold Lounge menus, presentation, ordering, food cost, quality, service standards and overall lounge experience.
• Oversee the planning and execution of VIP, repeat and high-value guest experiences, ensuring preferences, special occasions and personalization opportunities are identified, communicated and actioned.
• Maintain a highly visible presence throughout the Fairmont Gold operation, actively engaging with guests and colleagues, anticipating needs, monitoring service delivery and ensuring service recovery is handled promptly, professionally and with appropriate follow-up.
• Review guest feedback, service scores, quality audits and operational trends to identify opportunities, establish action plans and continuously elevate the Fairmont Gold experience.
• Ensure operational accuracy and accountability across departmental procedures, guest accounts, billing, room inventory, lounge controls, cash handling and other applicable operational processes.
• Support departmental budgeting, forecasting and financial performance through effective labor management, expense control, revenue optimization and regular review of operational results and variances.
• Ensure departmental policies, procedures, service standards, health and safety requirements, food and beverage regulations, and hotel security practices are consistently understood and followed.
• Participate in recruitment, onboarding, training, performance management, recognition and succession planning to build a strong, engaged and sustainable pipeline of Fairmont Gold talent.
• Develop and maintain effective relationships with hotel business partners and Fairmont Gold counterparts throughout Fairmont Hotels & Resorts, sharing best practices and supporting brand consistency.
• Balance operational, administrative, colleague and guest priorities while maintaining a visible, hands-on and solutions-focused leadership approach.
• Support the Director of Fairmont Gold in departmental strategy, projects, reporting, business planning, budgeting and continuous improvement initiatives.
• Perform other duties as assigned.

Qualifications

• Previous leadership experience within a luxury hotel, Front Office, Fairmont Gold/club lounge or guest relations environment required; supervisory or assistant management experience strongly preferred.
• Demonstrated ability to lead a complete operation, manage competing priorities and make sound, timely operational decisions within a fast-paced luxury hospitality environment.
• Proven record of exceeding guest expectations and delivering highly personalized, intuitive service.
• Familiarity with Forbes, LQA or comparable luxury service standards and auditing processes preferred.
• Strong leadership, coaching and colleague-development capabilities, with the ability to establish accountability while creating an engaged and supportive team environment.
• Excellent interpersonal, organizational, analytical and problem-solving skills.
• Strong financial acumen with the ability to understand and manage labor, expenses, revenue opportunities, forecasts and departmental performance.
• Active Alberta ProServe Certification required.
• Previous Property Management System experience required; knowledge of current hotel operational systems is an asset.
• Proficiency in Microsoft Office applications required.
• University or College diploma/degree in Hospitality Management, Business Administration or a related discipline preferred.
• Highly responsible, reliable and adaptable, with the ability to remain calm, professional and guest-focused while managing multiple operational priorities.
• Demonstrated ability to collaborate across departments and influence business partners to achieve shared guest, colleague and operational objectives.
• Professional presentation with excellent written and verbal communication skills.
• Knowledge of a second language applicable to the hotel or hospitality industry is an asset.

Additional Information

• 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, Orthodontics, Fertility Drugs and Gender Affection 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 – exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Fairmont Resorts in Lake Louise, Jasper & Whistler
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Banff Springs Golf Courses

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

We encourage you to let us know if you require any accommodations through the application/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: [e-mail]

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