Full job description

At the Rimrock, we create more than luxury experiences, we create moments that move people. Guided by Wellness, Adventure, and Culture, our Heartists live and work in one of the most inspiring places on Earth, delivering hospitality with purpose and heart. Here, every day brings connection, growth, and unforgettable memories, on and off the clock.

This role is about more than managing operations, it’s about owning the arrival and departure experience. As Guest Services Manager, you are the strategic and cultural leader of our front-of-house guest journey, setting the standard for service excellence from the front drive to the lobby and beyond.

With a sharp operational lens and a calm, authoritative presence, you lead Bell Services to deliver seamless, anticipatory, and unmistakably Emblems experiences. You balance pace with precision, empowering your leaders and teams while safeguarding consistency, safety, and brand standards.

Key Responsibilities

Guest Experience & Presence

• Act as a visible, engaged leader in the lobby and front drive, actively connecting with guests and anticipating needs.
• Champion exceptional service delivery, ensuring every arrival, departure, and transition is seamless and memorable.
• Handle escalated guest concerns with empathy, urgency, and discretion, ensuring thoughtful resolution and follow-up.
• Oversee VIP recognition, long-stay guest engagement, and personalized service delivery.
• Monitor guest feedback and satisfaction metrics, translating insights into continuous improvement initiatives.

Team Leadership & Development

• Lead, coach, and develop Bell Services, Valet, Door, and Resort Driver teams, building strong leaders and high-performing colleagues.
• Recruit, onboard, train, and schedule team members to ensure optimal coverage and service flow.
• Conduct regular performance conversations, coaching sessions, and development planning.
• Foster a culture of accountability, professionalism, and genuine care aligned with Rimrock and Emblems standards.
• Ensure all colleagues are thoroughly trained on service rituals, safety protocols, systems, and local knowledge.

Operational Excellence

• Oversee daily Guest Services operations, ensuring efficient luggage handling, valet flow, and transportation services.
• Design, manage, and optimize shuttle schedules and courtesy vehicle deployment for guest convenience and operational efficiency.
• Maintain high standards of cleanliness, organization, and functionality in lobby, front drive, and arrival areas.
• Manage departmental budgets, payroll, and labor planning with a focus on efficiency and quality.
• Ensure compliance with all brand standards, health, safety, and security regulations.

Collaboration & Communication

• Partner closely with Front Office, Housekeeping, Reservations, Sales, Wellness, Engineering, and Food & Beverage teams to ensure seamless guest journeys.
• Communicate guest preferences, service recovery actions, and operational insights across departments.
• Participate actively in daily operations meetings, contributing guest-focused insights and recommendations.

Administrative & Strategic Support

• Prepare and analyze daily, weekly, and monthly operational reports.
• Manage departmental inventories, contracts, and supplies.
• Support the development and implementation of policies, procedures, and service enhancements.
• Contribute to long-term guest experience strategy aligned with Emblems Collection standards.

Qualifications

What You Bring

• Post-secondary degree or diploma in Hospitality Management or a related field.
• Progressive leadership experience in Guest Services or Front Office roles within a luxury hotel or resort environment.
• Proven success leading diverse teams and delivering exceptional guest satisfaction.
• Strong operational acumen with the ability to manage multiple priorities in a fast-paced environment.
• Advanced proficiency in PMS systems, with Opera PMS strongly preferred.
• High attention to detail with a disciplined, quality-driven approach.
• Strong financial and labor management skills.
• Class 5 Alberta Drivers Licence and clean abstract.

Bonus If You Bring

• Experience within lifestyle luxury brands.
• Strong knowledge of Banff National Park and destination guest expectations.
• Experience leading transportation or valet operations.

Who You Are

You are a composed, strategic leader who thrives in environments where standards matter and details define success. You lead with clarity and authority, balancing decisiveness with thoughtful coaching and development.

Analytical and disciplined, you take pride in doing things properly; testing ideas, refining systems, and holding yourself and others accountable to the highest level of quality. Calm under pressure, you bring structure, consistency, and trust to your teams while moving confidently toward results.

Physical Demands

• Prolonged periods of standing and walking in lobby and arrival areas.
• Frequent movement between indoor and outdoor environments.
• Ability to remain focused and composed in high-volume, guest-facing settings.
• Ability to lift and carry up to 50lbs / 23kg.

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