VIP Guest Experience Manager

About the role

Fairmont Chateau Lake Louise is hiring a VIP Guest Experience Manager, a strategic luxury hospitality leader who oversees Guest Relations, Concierge, VIP Services and guest experience initiatives across the resort. Reporting to the Director of Front Office, the manager leads the Concierge team, the VIP team and the Suite Experience programs, working closely with all operational departments to deliver exceptional, Forbes and LQA-inspired guest experiences.

Key responsibilities

• Serve as the resort's ambassador for luxury hospitality and champion the UR Venue platform to create personalized itineraries.
• Lead Guest Experience Operations, including VIP arrivals, Suite Experiences, Concierge and personalized experiences, and foster a partnership between Concierge and the Resort Adventure Center.
• Lead service recovery and take part in regular Service Excellence Meetings focused on continuous improvement and emotional intelligence.
• Plan daily arrivals for VIPs, suite guests, repeat guests and special occasions, and build partnerships with tourism operators and experience providers.
• Ensure all guest experiences match Fairmont Brand Standards, Forbes Travel Guide and LQA expectations.
• Recruit, coach, mentor and develop the Guest Experience and Concierge teams, including performance development and succession planning.

Required profile

• Minimum five years of leadership experience in Guest Experience, Concierge, Front Office or luxury hotel operations, including management in a luxury resort.
• Proven expertise in luxury hospitality, VIP management, personalized service and service recovery.
• Demonstrated leadership, financial acumen and operational management skills.
• Legal authorization to work in Canada; the hotel cannot help obtain Canadian work authorization.

Required skills

• Knowledge of Forbes Travel Guide, LQA, TrustYou and guest satisfaction metrics.
• Proficiency with Opera Cloud (or equivalent PMS), Microsoft Office and guest experience technology.

What we offer

• Subsidized on-site accommodation for full-time employees.
• One complimentary meal per shift in the staff cafeteria.
• Medical, vision and dental benefits, plus mental health, orthodontics and fertility/gender affirmation coverage for full-time permanent employees.
• Defined contribution pension plan with employer matching up to 5% of annual earnings.
• Employee travel program with discounts on rooms and food and beverage worldwide, and the Mountain Explorer program with 50% off food and beverage at Fairmont resorts in Banff, Lake Louise, Jasper and Whistler.