Overview
Position: Guest Services Manager (NOC 60031)
Employer: Mount Norquay
Job details
Location: #2 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 #3627661
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
Efficient 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
hr@banffnorquay.com
In person
#2 Norquay Road Banff, AB T1L 1B4 Between 01:00 PM and 04:30 PM
What you must include in your application:
Cover letter
