VIP Guest Experience Manager

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!

The Guest Experience Manager is a strategic luxury hospitality leader responsible for curating exceptional guest experiences while overseeing the daily operation of Guest Relations, Concierge, VIP Services, and guest experience initiatives across the resort. Reporting to the Director of Front Office, the Guest Experience Manager leads the Concierge team, VIP Team & Suite Experience programs while partnering closely with all operational departments to orchestrate exceptional, Forbes and LQA-inspired guest experiences.

• Serve as the resort's ambassador for luxury hospitality, ensuring exceptional service throughout the guest journey.
• Champion the UR Venue platform to curate personalized itineraries and memorable guest experiences.
• Lead Guest Experience Operations, including VIP arrivals, Suite Experiences, Concierge, and personalized guest experiences.
• Foster a seamless partnership between Concierge and the Resort Adventure Center to deliver exceptional experiences.
• Lead service recovery, ensuring timely resolution and strengthened guest loyalty.
• Champion the resort's culture of Service Excellence by participating in regular Service Excellence Meetings focused on continuous improvement, luxury service delivery, emotional intelligence, and memorable guest experiences.

• Lead daily arrival planning for VIPs, Suite guests, repeat guests, and special occasions, ensuring seamless coordination of preferences, amenities, and personalized experiences.
• Lead and develop a best-in-class Concierge team focused on intuitive service, destination expertise, and personalized guest engagement.
• Curate bespoke itineraries, premium local experiences, and memorable activities that reflect the luxury positioning of Fairmont Château Lake Louise.
• Build strong partnerships with key tourism operators and experience providers to enhance the resort's lifestyle offerings.
• Maintain a visible presence throughout the resort, engaging guests and supporting operational excellence.
• Ensure all guest experiences align with Fairmont Brand Standards, Forbes Travel Guide, and LQA expectations.

• Recruit, coach, mentor, and develop a high-performing Guest Experience and Concierge team.
• Foster a culture of accountability, emotional intelligence, and service excellence.
• Lead ongoing coaching, performance development, and succession planning.
• Recognize colleague achievements while promoting engagement and strong EES results.

• Minimum five years of leadership experience in Guest Experience, Concierge, Front Office, or luxury hotel operations, including management experience in a luxury resort.
• Proven expertise in luxury hospitality, VIP management, personalized service, and service recovery.
• Strong knowledge of Forbes Travel Guide, LQA, Trust You, and guest satisfaction metrics.
• Demonstrated leadership, financial acumen, and operational management skills.
• Proficiency with Opera Cloud (or equivalent PMS), Microsoft Office, and guest experience technology.