Assistant Guest Experience Manager

AccorHotel • Lake Louise, AB

4d • Onsite

About The Position

The Assistant Guest Experience Manager supports the daily leadership of Concierge, Guest Relations, and Guest Activities while ensuring exceptional luxury service throughout the guest journey. This role is responsible for the day-to-day execution of guest experience standards, VIP arrivals, service recovery, colleague coaching, and operational coordination across departments. Through visible leadership and proactive decision-making, the Assistant Guest Experience Manager helps deliver seamless, personalized experiences aligned with Fairmont, Forbes and LQA standards.

Requirements

• Minimum three years of leadership experience within Concierge, Guest Relations, Front Office, or luxury hotel operations.
• Strong knowledge of concierge operations, guest recovery, and personalized luxury service.
• Experience with Opera Cloud (or equivalent PMS), Microsoft Office, and guest engagement platforms.
• Strong communication, organizational, and interpersonal skills.
• Applicants must be legally authorized to work in Canada.

Nice To Haves

• Previous luxury hotel or resort experience preferred.
• Knowledge of Banff National Park and regional attractions is considered an asset.

Responsibilities

• Lead the daily operation of Concierge and Suit VIP ensuring efficient execution of guest requests, transportation, dining reservations, activities, and special arrangements.
• Conduct daily arrival reviews, prioritizing VIPs, ALL Elite Members, repeat guests, long stays, special occasions, and suite arrivals.
• Coordinate with Front Office, Housekeeping, Fairmont Gold, Engineering, Culinary, and other departments to ensure rooms, amenities, and guest requests are delivered on time.
• Champion the UR Venue platform to curate personalized itineraries and memorable guest experiences.
• Maintain a visible presence in the lobby and throughout the resort, supporting colleagues and engaging guests during peak periods.
• Perform Manager on Duty responsibilities as assigned.
• Deliver personalized service by anticipating guest needs and creating memorable experiences throughout the stay.
• Coordinate VIP amenities, celebrations, proposals, anniversaries, and special occasions.
• Ensure guest preferences and profiles are accurately maintained within Opera Cloud, UR Venue platform and communicated to operational teams.
• Resolve guest concerns promptly through effective service recovery while following established empowerment guidelines.
• Support and promote the resort's "Make Special Happen" culture through meaningful guest interactions.
• Partner with the Resort Adventure Centre and operational teams to enhance the guest journey.
• Provide daily coaching, direction, and performance feedback to Concierge and Guest Relations colleagues.
• Support recruitment, onboarding, scheduling, colleague development, and recognition initiatives.
• Conduct regular training focused on luxury service standards, destination knowledge, emotional intelligence, and guest recovery.
• Ensure compliance with Fairmont Brand Standards, LQA, and departmental SOPs.
• Monitor guest feedback through TrustYou, LQA, guest surveys, and internal reporting, implementing improvements where required.
• Recognize colleague achievements and support Employee Engagement Survey (EES) initiatives.

Benefits

• Subsidized staff accommodation provided on-site for full time status employees
• One complimentary meal per shift in our staff cafeteria
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed