Assistant Guest Experience Manager

Fairmont; Lake Louise; On-site; CAD 70,000 - 100,000; Full time

Benefits offered by this job

Subsidized staff accommodation

Complimentary meal per shift

Comprehensive benefits package

Pension plan with employer matching

Employee travel program

Mountain Explorer Travel Program

Room rate discounts

Talent development opportunities

Job summary

Fairmont Chateau Lake Louise is seeking an Assistant Guest Experience Manager to lead Concierge, Guest Relations and Guest Activities, ensuring luxury service across the guest journey. You will direct daily operations, coordinate with departments, and drive personalized itineraries using UR Venue while maintaining Fairmont standards and Forbes/LQA expectations.

This role emphasizes visible leadership, coaching of colleagues, and proactive service recovery.

Qualifications

• Minimum three years of leadership experience in concierge/guest relations or luxury hotel operations.
• Experience in luxury hotel or resort environments preferred.
• Strong knowledge of Opera Cloud and guest engagement platforms.
• Excellent communication and interpersonal skills.
• Knowledge of Banff National Park is a plus.

Responsibilities

• Lead daily operation of Concierge and Guest Relations to ensure luxury service.
• Coordinate VIP arrivals, amenities, and special occasions with multiple departments.
• Deliver personalized guest experiences and drive proactive service recovery.
• Coach colleagues and support recruitment, onboarding and scheduling.
• Ensure compliance with brand standards and SOPs across teams.
• Partner with Adventure Centre to enhance the guest journey.

Skills

Leadership

Guest relations

Communication

Staff coaching

Operational coordination

Tools

Opera Cloud

UR Venue platform

TrustYou

Microsoft Office

Job description

Embrace your passion for hiking, skiing, snowboarding and many other outdoor activities in Banff National Park while pursuing a fulfilling career at Fairmont Chateau Lake Louise. Take a risk, make a change and experience a new adventure while further developing your career. To live and work in a National Park is a once in a lifetime opportunity. Our team is a network of empowered individuals with a strong sense of themselves and the hospitality industry. Work hard, play hard and receive extraordinary benefits including subsidized onsite accommodations, which make saving money very easy to manage. Join our Fairmont family today!

Job Description

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 resort's "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

• 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 $5,000/year), Orthodontics (up to $2,500/year), Fertility Drugs and Gender Affiliation (Lifetime maximum of $10,000) 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 5,000 properties with Accor

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

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.