Assistant Guest Services Manager

At Rimrock Banff, we create more than luxury experiences, we create moments that move people. Guided by Wellness, Adventure, and Culture, our people live and work in one of the most inspiring places on Earth, delivering hospitality with purpose and heart. Here, every day brings connection, growth, and unforgettable memories, on and off the clock.

Live boldly. Work with heart. Stay moved.

https://www.rimrockcareers.com/

Every arrival sets the tone for an unforgettable stay. As the Assistant Guest Services Manager, you will help lead a passionate team responsible for creating exceptional first and last impressions. You will provide hands-on leadership, coach and develop your team, and ensure every interaction reflects our commitment to genuine hospitality and Forbes-level service.

From welcoming VIP guests and overseeing the Guest Services team to managing transportation operations and supporting daily departmental success, you will inspire excellence while fostering a culture of teamwork, professionalism, and care.

What You’ll Be Doing

Leadership & Team Development

• Provide daily leadership, coaching, and support to the Guest Services team, including Bell Captains, Bellpersons and Resort Drivers.
• Lead daily operations while maintaining a strong presence on the floor, spending the majority of your time actively supporting the team.
• Supervise, motivate, and develop a team of up to 20 colleagues.
• Prioritize and delegate daily operational responsibilities to ensure seamless service delivery.
• Support recruitment, onboarding, training, performance management, and bi-annual performance reviews.
• Foster a positive, engaging, and collaborative workplace culture by leading through example.

Guest Experience Excellence

• Champion exceptional arrival and departure experiences for every guest.
• Coordinate VIP arrivals and communicate proactively across departments to ensure memorable guest experiences.
• Respond quickly and professionally to guest concerns, ensuring effective service recovery.
• Maintain expert knowledge of the hotel, its amenities, dining venues, and guest services.
• Develop and maintain extensive knowledge of Banff National Park, local attractions, and recreational experiences to better assist guests.

Operations & Service Standards

• Assist in scheduling and daily operational planning for the Guest Services department.
• Train and cross-train all Guest Services positions while providing ongoing coaching and mentorship.
• Develop, maintain, and audit departmental training materials to ensure consistent service standards.
• Take ownership of the hotel’s first and last impression standards.
• Support seasonal operational transitions and departmental planning.
• Assist with the management of the hotel’s front-of-house vehicle fleet in partnership with the Engineering team.
• Champion the Safe Driving Program and fulfill responsibilities as the Commercial Safety Officer.
• Support additional operational initiatives and projects as assigned by the Guest Services Manager.

What You Bring

• Supervisory or management experience within a hotel Guest Services, Bell Services, or Front Office environment.
• Post-secondary education in Hospitality, Tourism, or a related field is considered an asset.
• Valid Alberta Class 4 Driver’s License with a clean driver’s abstract.
• Comfortable operating luxury vehicles, larger passenger vehicles, and standard transmission vehicles.
• Strong leadership skills with a passion for coaching and developing others.
• Exceptional guest service and communication skills.
• Excellent organizational skills with the ability to prioritize multiple responsibilities.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.

Bonus If You Bring

https://careers.accor.com/global/en/job/assistant-guest-services-manager-bell-valet-in-rimrock-banff-emblems-collection-banff-canada-jid-104592