VIP Guest Experience Manager

Novotel & ibis Balikpapan; Lake Louise; On-site; CAD 95,000 - 125,000; Full time

Benefits offered by this job

Subsidized staff accommodation

Complimentary meal per shift

Comprehensive benefits package

Defined Contribution Pension Plan

Employee travel program

Mountain Explorer Travel Program

Career development opportunities

Job summary

Fairmont Chateau Lake Louise in Banff National Park seeks a Guest Experience Manager to lead Concierge, VIP Services, and Guest Relations, delivering Forbes and LQA-inspired luxury experiences across the resort.

Reporting to the Director of Front Office, you will coach a high-performing team, curate bespoke itineraries, build partnerships with local operators, and uphold Fairmont brand standards while driving service excellence and guest satisfaction.

Qualifications

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

Responsibilities

• Lead Guest Experience Operations, including VIP arrivals, Suite Experiences, and Concierge.
• Oversee daily operation of Guest Relations, Concierge, VIP Services, and guest initiatives across the resort.
• Foster partnerships with key tourism operators to enhance lifestyle offerings.
• Lead service recovery and strengthen guest loyalty.
• Recruit, coach, and develop the Guest Experience and Concierge team.

Skills

Leadership

VIP management

Guest experience

Service excellence

Emotional intelligence

Team development

Tools

Opera Cloud

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!

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.

• 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 Affinity (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.

We encourage you to let us know if you require any accommodations through the application or 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]

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.