Assistant Guest Services Manager

Experience luxury, adventure, and the great outdoors at Fairmont Jasper Park Lodge—where the stunning Canadian Rockies are your backyard. Take your career to new heights while surrounded by breathtaking landscapes, world-class hospitality, and endless opportunities to explore. This is more than just a job—it’s a chance to live, work, and thrive in a place like no other. Join us and make every day an unforgettable adventure!

Fairmont Jasper Park Lodge is entering an exciting new chapter as we enhance our guest experience through ongoing renovations and refreshed offerings across the resort. As these updates continue, maintaining seamless service and exceptional first and last impressions is more important than ever. The Assistant Guest Services Manager plays a key leadership role in ensuring our elevated standards of luxury service remain consistent throughout this period of transition.

Providing engaging, sincere, and personalized service is central to how our Guest Services colleagues and leaders turn moments into lasting memories. In this role, you will support an engaged Guest Services team, contribute to the success of Front Office operations, and lead the Bell Desk team with confidence and professionalism. If you take pride in leading teams through change while delivering memorable service experiences, this is an opportunity to help shape the guest journey in our next chapter.

Reporting to the Guest Services Manager, responsibilities and essential job functions include but are not limited to the following:

• Ensure guest inquiries are addressed promptly and professionally; oversee information availability and Bell Desk operations to support overall guest satisfaction from arrival through departure
• Supervise, schedule, and train all Bell Desk colleagues; conduct performance evaluations and development reviews
• Provide day-to-day operational and managerial support to the Front Desk, Royal Service, and Tours departments, ensuring all service standards are upheld
• Ensure proper staffing and scheduling of all Front Office and Bell Desk colleagues in line with productivity guidelines
• Assist the Front Office Manager in all departmental operations
• Cover MOD (Manager on Duty) shifts as required
• Communicate effectively via pre-shift logs, email, and departmental meetings regarding all relevant shift and operational updates
• Support company and hotel policies including participation in CES, VOG, LQA, Health & Safety, and Guest Service initiatives
• Ensure Service Essentials and LQA standards are met or exceeded; proactively seek and respond to guest feedback
• Collaborate closely with Front Office team on arrivals, departures, and lobby presence
• Oversee Tour, Group, and Convention arrivals and departures from a Guest Services perspective—from pre-convention to post-convention stages
• Act as liaison between Front Office, Conference Services, Housekeeping, and other departments to ensure smooth arrival and departure processes
• Anticipate needs of Accor members, Distinguished Visitors, Special Attention, and VIP guests; correspond with these guests to fulfill requests and ensure satisfaction
• Maintain a visible presence in the lobby to support the team and engage with guests
• Review, develop, and implement systems and standards for operational excellence
• Organize and facilitate monthly team meetings
• Promote a safe work environment and attend monthly Health & Safety meetings with proper follow-up
• Support the Concierge team in building and maintaining relationships with key local contacts (tour companies, attractions, transportation services, etc.)
• Gather feedback and perform follow-up on guest satisfaction in alignment with our Mission Statement and participative leadership approach
• Assist in selecting, training, and performance management to ensure brand standards and mission alignment are maintained at all times
• Maintain awareness of all hotel activities and services; oversee lobby cleanliness, maintenance, security, and functionality
• Utilize the Labour Management Program to support effective scheduling
• Monitor and maintain departmental supplies within budget

Your experience and skills include:

• Valid Alberta Driver’s Licence required
• Minimum 1–2 years of Rooms managerial experience required
• Experience in Guest Services and/or Concierge is an asset
• Proficient in Microsoft Office, Opera, Royal Service Manager, iConcierge (or equivalent)
• Able to work effectively under pressure in a fast-paced, unionized environment

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Job Perks & Benefits:

• Subsidized staff accommodation assistance provided 
• One complimentary meal per shift in our staff cafeteria
• Employee travel program with discounts on room rates as well as on food & beverage at Fairmont & Accor properties world-wide
• Access to the Mountain Explorer Travel Program – exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Fairmont Resorts in Banff, Lake Louise & Whistler (subject to availability)
• Comprehensive wellness platform for employee mental health and wellbeing support
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, and Fairmont Jasper Park Lodge Golf Course
• Automatically added to our resort’s Colleague Lifestyle Program which includes access to staff activities and events
• Opportunity to develop your talent and grow within Fairmont Jasper Park Lodge and over 5,000 properties with Accor

Apply Today: Whether you're just launching your career or looking for a new adventure, we invite you to visit https://www.jasperparklodgejobs.com  to learn more about Fairmont Jasper Park Lodge and the extraordinary opportunities that exist within our resort!

We encourage you to let us know if you require any accommodations through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: JPL.careers@fairmont.com

Want to learn more about this opportunity? View the complete job description by clicking this link: Assistant Guest Service Manager.pdf