Executive Administration Assistant, Guest Experience

Job Description As Rimrock Banff prepares to re-emerge as the first Emblems Collection retreat in North America, we’re not just reopening, we’re redefining modern mountain luxury. The Executive Administration Assistant, Guest Experience & Quality Assurance plays a pivotal role in ensuring every guest interaction, brand standard, and service touchpoint reflects the refined excellence of Rimrock Banff. This role blends strategic coordination, service culture leadership, and executive-level administration, connecting our leadership team to the heartbeat of our guest experience. You’ll champion our quality assurance programs, elevate feedback into action, and ensure alignment between our vision and every detail of delivery. Key Responsibilities Quality & Brand Excellence Lead the hotel’s Quality Assurance and Brand Standards programs, ensuring consistency across all departments. Conduct internal audits and coordinate pre- and post-QA review action plans. Monitor guest feedback channels (TrustYou, surveys, direct correspondence), providing data-driven insights and follow-up strategies. Lead monthly Service Excellence reviews with leadership teams to celebrate wins and drive accountability. Executive Office & Communication Support Provide direct administrative and strategic support to the General Manager and Director of Operations. Prepare executive correspondence, reports, and presentations with accuracy and polish. Coordinate leadership meetings, track action plans, and manage internal communication flows. Oversee VIP visit coordination (Owners, Corporate, Media, Returning Guests) and create personalized notices and itineraries. Guest Experience Leadership Partner with Department Heads to identify opportunities to enhance guest journeys and uphold luxury service standards. Collaborate on service culture initiatives, recognition programs, and brand experience training. Ensure follow-up on guest recovery and recognition programs reflects genuine care and consistency. Administrative & Operational Support Manage scheduling, correspondence, and day-to-day operations of the Executive Office. Oversee the hotel’s Donation Request program, ensuring community partnerships reflect brand values. Act as liaison between leadership and operations teams to maintain alignment on performance goals and guest experience priorities. Qualifications What You Bring 3+ years of administrative, quality assurance, or guest experience in luxury hospitality. Exceptional organizational and communication skills with impeccable attention to detail. Proven ability to manage confidential information with discretion and professionalism. Strong understanding of guest service standards (Forbes, LQA, or brand luxury standards preferred). Proficiency in MS Office Suite and guest feedback systems (TrustYou, Medallia, etc.). A collaborative, people-first mindset and ability to build trust across departments. A passion for creating excellence, both in guest experience and workplace culture. Bonus if You Bring Previous experience supporting a General Manager or Executive Committee. Knowledge of Accor brand standards or previous experience with an Accor property. Background in luxury quality assurance or service culture programming. Experience in guest recovery, recognition, or VIP service management. Familiarity with Banff National Park and the guest expectations of a mountain luxury resort. Who You Are You’re an Altruist at heart, cooperative, thoughtful, and motivated by helping others succeed. You thrive in a fast-paced environment where every detail matters and every interaction shapes an impression. You lead with warmth and integrity, ensuring that excellence feels personal, not procedural. You balance structure with empathy, bringing people together, aligning priorities, and turning plans into polished execution. You’re the calm in the chaos, the connector behind the curtain, and the quiet force that keeps everything (and everyone) moving forward. Support the vision. Elevate the standard. Stay moved. Physical Demands & Work Environment This role primarily operates in a professional office setting with frequent interaction across hotel departments and guest areas. Requires extended periods of sitting, computer use, and occasional standing or walking during property inspections or guest visits. Must be able to lift up to 10 kg occasionally (files, presentation materials, event supplies). Flexibility to adjust to peak business periods, VIP arrivals, and occasional evening or weekend commitments. The position is based on-site at the Rimrock Banff, within Banff National Park. Additional Information Job Perks & Benefits Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics, Fertility Drugs and Gender Affiliation for full time permanent status employees. Defined Contribution Pension Plan with employer matching up to 5% of annual earnings for full time permanent status employees. Employee travel program with discounts on room rates as well as on food & beverage at 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, Jasper & Whistler. One complimentary buffet meal per shift in our staff cafeteria. Apply Today Whether you're just starting your journey or seeking your next adventure, we’d love to hear from you. Explore current opportunities and discover what it means to be a Heartisan at www.rimrockcareers.com . We’re committed to providing an inclusive and accessible recruitment experience. If you require any accommodations during the application or interview process, please reach out, confidentially, at recruiter@rimrockresort.com , and we’ll work with you to ensure your needs are met. At Rimrock Banff, we believe that diversity makes us stronger, and inclusion moves us forward. Our team is made up of individuals from across the globe, each bringing their own culture, perspective, and story. In a place as naturally diverse as Banff National Park, it’s only fitting that our workplace reflects the same richness. Whether you're on shift or in staff housing, we want every Heartisan to feel seen, valued, and free to be fully themselves, regardless of race, culture, gender identity, religion, abilities, sexual orientation, or age. Inclusion isn't a box we check, it’s a value we live. And while we're proud of our progress, we know there's always more to learn, more ways to grow, and more voices to elevate. Together, we build a workplace where belonging isn’t just possible, it’s expected. Be you. Be bold. Stay moved. #J-18808-Ljbffr