Guest Services Manager (NOC 60031) – Mount Norquay 

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