Assistant Guest Services Manager

AccorHotel • Banff, AB

2d • CA$60,000 - CA$63,000 • Onsite

About The Position

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.

Requirements

• Supervisory or management experience within a hotel Guest Services, Bell Services, or Front Office environment.
• 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.
• Must be legally authorized to work in Canada. We are unable to offer LMIA sponsorship.

Nice To Haves

• Post-secondary education in Hospitality, Tourism, or a related field is considered an asset.
• Previous luxury hotel or resort leadership experience.
• Experience working within Forbes Travel Guide or AAA Four Diamond service environments.
• Strong knowledge of Banff National Park and the surrounding region.
• Commercial driving or transportation fleet management experience.

Responsibilities

• 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.
• 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.
• 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.

Benefits

• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics, Fertility Drugs and Gender Affirmation for full time permanent status employees after 3 months.
• 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 Accor properties world-wide.
• Access to the Mountain Explorer Travel Program, exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Accor Hotels in Banff, Lake Louise, Jasper & Whistler.
• One complimentary buffet meal per shift in our staff cafeteria.
• Subsidized shared Staff Accommodation for full-time status.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree