Position: Guest Services Manager (NOC 60031)

Employer: Mount Norquay

Job details

Location: Norquay Road Banff, AB T1L 1B4

Work location: On site

Salary: 39.00 hourly / 30 to 40 hours per week

Terms of employment: Permanent employment, full-time

Early morning, Evening, Shift, Flexible hours, Morning, Night, On call, To be determined, Day, Weekend, Overtime required, Overtime available

Starts as soon as possible

Benefits: Health benefits vacancies1 vacancy

Source: Job Bank

Overview

Languages

English

Education

Bachelor's degree

Experience

5 years or more

On site

Work must be completed at the physical location. There is no option to work remotely.

Responsibilities

Tasks

Develop and implement policies and procedures for daily operations

Recruit and hire staff

Supervise staff

Conduct performance reviews

Negotiate with suppliers for the provision of materials and supplies

Conduct training sessions

Negotiate with clients for the use of facilities

Perform front desk duties

Prepare budgets and monitor revenues and expenses

Prepare marketing plans

Implement marketing activities

Arrange for and oversee maintenance activities

Enforce policies and procedures

Address customers' complaints or concerns

Assist clients/guests with special needs

Develop and implement business plans

Establish work schedules

Manage events

Organize and maintain inventory

Job Duties

Housing

Conduct employee accommodation inspections to ensure compliance with company standards.

Coordinate employee housing check-ins and check-outs.

Assist in maintaining housing policies and operational procedures.

Address housing-related concerns and coordinate resolutions when required.

Retail

Coordinate and oversee annual inventory counts.

Conduct monthly inventory audits and stock reconciliations.

Monitor inventory levels and coordinate restocking activities.

Implement product pricing and labeling strategies.

Develop and support promotional and marketing initiatives.

Evaluate customer service standards and implement improvements where necessary.





Respond to customer inquiries, requests, and service concerns.

Monitor product availability and communicate purchasing requirements to Retail Management.

Support sales growth and revenue-generating initiatives.

Assist with merchandising and seasonal retail displays.

Reservations

Process and manage guest reservations using company booking systems.

Respond to guest inquiries and provide reservation support.

Coordinate with suppliers and third-party service providers to ensure contracted services are delivered effectively.

Maintain accurate reservation records and guest information.

Assist in resolving booking-related issues and guest concerns.

Guest Services

Oversee daily Guest Services operations and ensure service standards are maintained.

Order, track, and manage rental equipment inventory.

Label and organize rental inventory to maintain operational efficiency.

Coordinate seasonal retail setups for summer and winter operations.

Manage Food & Beverage point-of-sale operations and inventory replenishment.

Oversee uniform inventory, including stock tracking, ordering requirements, and organization.

Develop and manage employee schedules based on operational requirements.

Recruit, onboard, train, and supervise employees, including assigning duties and supporting performance management.

Design, coordinate, and deliver training programs for Guest Services and other departments.

Coordinate services and logistics for special groups and events.

Ensure events are executed according to company standards and operational requirements.

Monitor sales performance and departmental revenues.

Develop and implement operational procedures, policies, and service standards.





Ensure team members are informed of company policies, procedures, and services.

Monitor guest satisfaction and service quality.

Resolve escalated guest complaints and operational issues.

Ensure compliance with health and safety regulations.

Support continuous improvement of guest service operations.

Additional Management Responsibilities

Attend management meetings and prepare minutes and follow-up actions.

Provide operational support and issue resolution outside scheduled work hours when required.

Act as a point of contact for urgent operational matters during evenings, weekends, and days off.

Train and support Bike Banff department employees.

Assist in the setup and operational readiness of Bike Banff locations.

Support Bike Banff retail operations, inventory management, and customer service.

Participate in management-led staff events and company initiatives.

Collaborate with department managers to improve operational efficiency and service delivery.

Assist with cross-department coordination to ensure smooth daily operations.

Additional information

Work conditions and physical capabilities

Fast-paced environment

Work under pressure

Tight deadlines

Attention to detail

Combination of sitting, standing, walking

Standing for extended periods

Large workload

Personal suitability

Client focus

Productive interpersonal skills

Excellent oral communication

Excellent written communication

Flexibility

Initiative

Team player

Benefits

Health benefits

Health care plan

Who can apply for this job?

You can apply if you are:

a Canadian citizen a permanent resident of Canada a temporary resident of Canada with a valid work permit

Do not apply if you are not authorized to work in Canada. The employer will not respond to your application.

How to apply

Direct Apply

By Direct Apply

Additional ways to apply

By email In person

Norquay Road Banff, AB T1L 1B4 Between 01:00 PM and 04:30 PM

What you must include in your application:

Cover letter

📌 Guest Services Manager (NOC 60031) - Mount Norquay (Alberta)
🏢 Mount Norquay
📍 Alberta