Guest Experience Manager

Fairmont Hotels & Resorts; Lake Louise; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Subsidized staff accommodation

One complimentary meal per shift

Medical, vision & dental benefits

Pension plan with employer matching

Employee travel discounts

Mountain Explorer program discounts

Career development opportunities

Job summary

Fairmont Chateau Lake Louise seeks a Guest Experience Manager to lead luxury guest relations, concierge, and VIP services. You will oversee daily operations, curate personalized itineraries, and partner with departments to deliver Forbes and LQA-inspired experiences.

Ideal candidates bring 5+ years in luxury hotel leadership, VIP management, and strong knowledge of guest satisfaction metrics, with proficiency in Opera Cloud and MS Office.

Qualifications

• Minimum five years of leadership experience in Guest Experience, Concierge, Front Office, or luxury hotel operations.
• Proven expertise in luxury hospitality, VIP management, personalized service, and service recovery.
• Strong knowledge of Forbes Travel Guide, LQA, TrustYou, and guest satisfaction metrics.
• Demonstrated leadership, financial acumen, and operational management skills.
• Proficiency with Opera Cloud or equivalent PMS and guest experience technology.

Responsibilities

• Luxury Guest Experience Leadership; serve as the resort's ambassador for luxury hospitality and ensure elite service throughout the guest journey.
• Champion the UR Venue platform to curate personalized itineraries and memorable guest experiences.
• Lead Guest Experience Operations including VIP arrivals, Suite Experiences, Concierge, and personalized guest experiences.
• Foster a seamless partnership between Concierge and the Resort Adventure Center for exceptional experiences.
• Lead service recovery to ensure timely resolutions and heightened guest loyalty.
• Champion the resort's culture of Service Excellence through regular meetings and continuous improvement.

Skills

Leadership

Luxury hospitality

VIP management

Guest experience technology

Forbes Travel Guide knowledge

Tools

Opera Cloud

Microsoft Office

Job description

Company 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 Guest Experience Manager is a strategic luxury hospitality leader responsible for curating exceptional guest experiences while overseeing the daily operation of Guest Relations, Concierge, VIP Services, and guest experience initiatives across the resort. Reporting to the Director of Front Office, the Guest Experience Manager leads the Concierge team, VIP Team & Suite Experience programs while partnering closely with all operational departments to orchestrate exceptional, Forbes and LQA-inspired guest experiences.

Job Duties Include

• Luxury Guest Experience Leadership
• Serve as the resort's ambassador for luxury hospitality, ensuring exceptional service throughout the guest journey.
• Champion the UR Venue platform to curate personalized itineraries and memorable guest experiences.
• Lead Guest Experience Operations, including VIP arrivals, Suite Experiences, Concierge, and personalized guest experiences.
• Foster a seamless partnership between Concierge and the Resort Adventure Center to deliver exceptional experiences.
• Lead service recovery, ensuring timely resolution and strengthened guest loyalty.
• Champion the resort's culture of Service Excellence by participating in regular Service Excellence Meetings focused on continuous improvement, luxury service delivery, emotional intelligence, and memorable guest experiences.

Suite VIP, Concierge & Experience Delivery

• Lead daily arrival planning for VIPs, Suite guests, repeat guests, and special occasions, ensuring seamless coordination of preferences, amenities, and personalized experiences.
• Lead and develop a best-in-class Concierge team focused on intuitive service, destination expertise, and personalized guest engagement.
• Curate bespoke itineraries, premium local experiences, and memorable activities that reflect the luxury positioning of Fairmont Château Lake Louise.
• Build strong partnerships with key tourism operators and experience providers to enhance the resort's lifestyle offerings.
• Maintain a visible presence throughout the resort, engaging guests and supporting operational excellence.
• Ensure all guest experiences align with Fairmont Brand Standards, Forbes Travel Guide, and LQA expectations.

Leadership & Talent Development

• Recruit, coach, mentor, and develop a high-performing Guest Experience and Concierge team.
• Foster a culture of accountability, emotional intelligence, and service excellence.
• Lead ongoing coaching, performance development, and succession planning.
• Recognize colleague achievements while promoting engagement and strong EES results.

Qualifications

• Minimum five years of leadership experience in Guest Experience, Concierge, Front Office, or luxury hotel operations, including management experience in a luxury resort.
• Proven expertise in luxury hospitality, VIP management, personalized service, and service recovery.
• Strong knowledge of Forbes Travel Guide, LQA, TrustYou, and guest satisfaction metrics.
• Demonstrated leadership, financial acumen, and operational management skills.
• Proficiency with Opera Cloud (or equivalent PMS), Microsoft Office, and guest experience technology.

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 $5,000/year), Orthodontics (up to $2,500/year), Fertility Drugs and Gender Affirmation (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: Must be legally authorized to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

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.