VIP Guest Experience Manager

About the role

Fairmont Chateau Lake Louise is looking for a VIP Guest Experience Manager, a strategic luxury hospitality leader reporting to the Director of Front Office. The role oversees the daily operation of Guest Relations, Concierge, VIP Services and guest experience initiatives, leading the Concierge team, VIP Team and Suite Experience programs while working with all operational departments.

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 with the Resort Adventure Center.
• Lead service recovery and take part in regular Service Excellence Meetings.
• 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 meet Fairmont Brand Standards, Forbes Travel Guide and LQA expectations.
• Recruit, coach, mentor and develop the Guest Experience and Concierge team, 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 assist with work authorization.

Required skills

• Strong 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.
• Comprehensive benefits including medical, vision and dental, with mental health, orthodontics and fertility/gender affirmation coverage.
• Defined contribution pension plan with employer matching up to 5% of annual earnings.
• Employee travel program and discounted rates at Fairmont and Accor properties worldwide.
• Talent development opportunities across Fairmont and Accor.