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.