Direct resort guest experience operations at Fairmont Chateau Lake Louise, combining service excellence, team development, and emotional intelligence. As Guest Experience Manager, you oversee Guest Relations, Concierge, VIP Services, and guest experience initiatives. Reporting to the Director of Front Office, you lead daily operations and coordinate with operational departments across the resort. Your leadership supports accountability, coaching, succession planning, and consistent luxury service delivery.
Key Responsibilities
- Serve as the resort ambassador for luxury hospitality
- Recruit, coach, mentor, and develop Guest Experience colleagues
- Lead performance development and succession planning
- Participate in Service Excellence Meetings and continuous improvement
- Ensure experiences meet brand, Forbes, and LQA expectations
Requirements:
- Five years of leadership experience in guest experience or luxury operations
- Demonstrated leadership and operational management skills
- Expertise in personalized service and service recovery
- Knowledge of guest satisfaction metrics and TrustYou
- Proficiency with Opera Cloud or equivalent PMS and Microsoft Office Lead service excellence, team development, and luxury guest operations while shaping memorable stays at Fairmont Chateau Lake Louise.