Concierge

The Adventure Concierge is part connector, part storyteller, and part curator, a guide who helps guests uncover the magic of Banff National Park through authentic, personalized recommendations. Grounded in strong technical knowledge and an appreciation for the landscape, the Adventure Concierge draw from a deep understanding of trails, safety considerations, seasonal conditions, wellness options, and cultural experiences.

Rather than guiding adventures directly, you'll partner with skilled local guides, outfitters, and experience providers to match each guest with the perfect journey. You prepare guests with practical advice, gear insights, and thoughtful education that builds confidence and fuels excitement. Whether helping a first-time visitor plan a sunrise hike or sharing stories of Banff’s history and wildlife, you'll create moments that feel elevated, genuine, and unforgettable.

This role requires precision, curiosity, analytical thinking, and strong communication, with a structured environment that values quality, accuracy, and consistency.

Key Responsibilities

Guest Engagement & Experience Curation

• Curate meaningful experiences through warm, thoughtful conversation and careful assessment of guest preferences.
• Support pre-arrival communication by preparing personalized itineraries based on seasonal highlights and guest interests.
• Maintain expert-level knowledge of Banff National Park, including trails, safety considerations, cultural touchpoints, and wellness offerings.
• Provide clear and accurate recommendations that align with guest experience level, comfort, and conditions.
• Share relevant resources related to wildlife etiquette, trail safety, activity restrictions, and seasonal hazards.
• Use digital tools, maps, and storytelling techniques to help guests visualize their next adventure.
• Offer intuitive guidance on gear, weather, travel times, and equipment needs, ensuring confidence before departure.

Retail & Brand Experience Support

• Contribute to merchandising and maintaining retail displays within the Adventure Centre.
• Share product knowledge and brand stories to help guests make informed and meaningful purchases.
• Support inventory accuracy by following established systems, receiving shipments, and maintaining visual organization.
• Assist in operating the POS system and completing guest transactions with precision and efficiency.

Operational Excellence

• Maintain accurate documentation related to bookings, vendor coordination, retail inventory, and guest interactions.
• Support departmental systems by following established procedures and contributing to continuous quality improvement.
• Work collaboratively within a structured environment that prioritizes accuracy, consistency, and clear communication.

Collaboration

• Work closely with internal departments including Rooms, Wellness, Food & Beverage, and Marketing to enhance the overall guest journey.
• Build relationships with local guides, tour operators, and partners, ensuring accurate and up-to-date experience information.
• Communicate professionally and efficiently with guests, colleagues, and partners.

What You Bring

• Previous experience in concierge, guest services, adventure tourism, or a similar guest-facing role.
• Strong knowledge of Banff National Park, its trails, seasonal conditions, cultural touchpoints, and safety guidelines, or a commitment to learning quickly.
• Excellent communication and storytelling skills, with the ability to translate information into inspiring, accurate, guest-ready guidance.
• Comfort working in a structured environment where accuracy, consistency, and high quality are essential.
• Strong organizational skills with the ability to manage multiple tasks, inquiries, and details simultaneously.
• Confidence using digital tools, mapping platforms, booking systems, and POS software.
• A genuine passion for connecting with guests and creating thoughtful, personalized experiences rooted in adventure, wellness, and local culture.

Bonus If You Bring

• In-depth local expertise in Banff National Park’s backcountry, trails, wildlife, and seasonal patterns.
• Experience in retail, merchandising, gear knowledge, or lifestyle/adventure…