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Added 11 mins ago
Fitness Consultant
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Full-time
Lead through service - create meaningful and positive member experiences
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Senior Software Engineer- Telecom (Contract)
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Full-time
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Salesforce Technical Lead (Montreal, Hybrid)
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$120,000 to $135,000 CAD / year
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Assistant Store Manager Winners HomeSense Cobourg Shopping Centre
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AccorHotel

VIP Assistant Guest Experience Manager

Lake Louise, AB, T0L 1E0, Canada

Job type: Full-time
Posting language: English
Posted: Aug 31, 2026

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Original job description

Company Description

Embrace your passion for hiking, skiing, snowboarding and many other outdoor activities in Banff National Park while pursuing a fulfilling career at Fairmont Chateau Lake Louise. Take a risk, make a change and experience a new adventure while further developing your career. To live and work in a National Park is a once in a lifetime opportunity. Our team is a network of empowered individuals with a strong sense of themselves and the hospitality industry. Work hard, play hard and receive extraordinary benefits including subsidized onsite accommodations, which make saving money very easy to manage. Join our Fairmont family today!

Job Description

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.

Daily Operations
•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.

Guest Experience
•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.

Leadership & Team Development
•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.

Qualifications

•Minimum three years of leadership experience within Concierge, Guest Relations, Front Office, or luxury hotel operations.

•Previous luxury hotel or resort experience preferred.

•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.

•Knowledge of Banff National Park and regional attractions is considered an asset.

Additional Information

Job Perks & Benefits:

Subsidized staff accommodation provided on-site for full time status employees
One complimentary meal per shift in our staff cafeteria (additional meals can be purchased for $8/meal)
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

Visa Requirements: Applicants must be legally authorized to work in Canada.

Apply Today: Whether you're just launching your career or looking for a new adventure, we invite you to visit www.lakelouisejobs.com to learn more about Fairmont Chateau Lake Louise and the extraordinary opportunities that exist within our resort!

We encourage you to let us know if you require any accommodations through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: [email protected]

Our Commitment to Diversity & Inclusion:

At Fairmont Chateau Lake Louise, we believe that the strength of our team lies in its diversity. We are committed to fostering an inclusive environment that respects the unique backgrounds, perspectives, and talents of the individual. As an Equal Opportunity Employer, we are dedicated to providing equal access to opportunities. We welcome applications from all qualified candidates.

#CWMRLeadership

Job-Category: Rooms

Job Type: Permanent

Job Schedule: Full-Time

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More about this job

Responsibilities

The Assistant Guest Experience Manager leads the daily operations of Concierge and Guest Relations to ensure exceptional luxury service and seamless guest experiences. This role involves coordinating VIP arrivals, managing service recovery, and providing coaching and development to the team.

Requirements

Candidates must have a minimum of three years of leadership experience in luxury hotel operations or guest relations. Proficiency in property management systems like Opera Cloud and strong interpersonal skills are essential for this role.

Skills

Concierge operations
Guest relations
Luxury service standards
Service recovery
Opera Cloud
Team leadership
Performance coaching
Guest engagement
Operational coordination
Conflict resolution
Emotional intelligence
Destination knowledge
Microsoft Office
Staff scheduling
Recruitment
Communication skills

Benefits

Subsidized onsite accommodations
Complimentary meal per shift
Medical insurance
Vision insurance
Dental insurance
Mental health coverage
Orthodontics coverage
Fertility drugs coverage
Gender affirmation coverage
Employer matching
Employee travel program
Mountain explorer travel program

Visa sponsorship

Not detected in the job text

Keywords

Concierge
Guest Relations
Luxury Hotel
VIP Services
Opera Cloud
Front Office
Service Recovery
Hospitality
Team Leadership
Guest Experience
Resort Operations
Fairmont Brand Standards
LQA
Forbes Standards
UR Venue
Staff Accommodation
Performance Management
Employee Engagement
Banff National Park
Guest Itineraries

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