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.