Lead PathFinder & Retail Coordinator

Company Description

A unique opportunity has emerged for a Lead PathFinder & Retail Coordinator to join the heart of Expeditions, the Adventure Centre at Rimrock Banff, Emblems Collection.

At the Rimrock, we create more than luxury experiences, we create moments that move people. Guided by Wellness, Adventure, and Culture, our Heartists live and work in one of the most inspiring places on Earth, delivering hospitality with purpose and heart. Here, every day brings connection, growth, and unforgettable memories, on and off the clock.

Live boldly. Work with heart. Stay moved.
https://www.rimrockcareers.com/

Competitive Salary: 

$53,000.00- $56,000.00 gross annually, based on previous experience and education.

Job Description

About Expeditions, the Adventure Centre at Rimrock Banff

Expeditions is the heartbeat of adventure at Rimrock Banff, more than a concierge desk, it’s a hub of storytelling, inspiration, and connection.

The Lead PathFinder & Retail Coordinator helps guests uncover the magic of Banff National Park by curating personalized experiences, guiding them toward memorable adventures, and connecting them with thoughtfully selected retail offerings.

As a key leader within the Expeditions team, this role supports the Master PathFinder in driving the vision and daily rhythm of the department, stepping in as acting lead in their absence to ensure the seamless coordination of experiences, team motivation, and retail excellence.

This is a role for someone with an adventurous spirit, a storyteller’s heart, and a leader’s mindset, someone who inspires curiosity and enthusiasm in both guests and colleagues.

Role Overview

The Lead PathFinder & Retail Coordinator is a reimagined concierge, part connector, part storyteller, part retail curator. Grounded in deep local knowledge and a passion for adventure, culture, and wellness, this role helps guests plan, book, and prepare for their experiences while managing the retail operations of the Adventure Centre.

You’ll act as a mentor and motivator to the Lead PathFinder team, ensuring every guest interaction reflects the Rimrock’s signature warmth and sense of discovery. When the Master PathFinder is away, you’ll lead the team, coordinating schedules, ensuring operational excellence, and keeping the heartbeat of Expeditions strong.

This position requires multitasking, creativity, and proactive problem-solving to deliver seamless, personalized, and inspiring guest journeys that make the Rimrock’s adventure story come alive.

Key Responsibilities

Guest Experience & Activity Coordination

• Warmly welcome and engage guests, creating a personalized and energetic first impression.
• Identify each guest’s interests, skill level, and sense of adventure to match them with the ideal experience, guide, or trail.
• Maintain expert knowledge of Banff National Park, local trails, cultural highlights, and seasonal safety considerations.
• Create and share timely resources that educate guests on trail safety, wildlife etiquette, and cultural experiences.
• Assist guests in preparing for adventures, offering guidance on gear, rentals, or purchases for confidence and comfort.
• Handle inquiries and bookings in person, by phone, and via email for tours, rentals, and outdoor experiences.
• Utilize digital tools, maps, and booking systems to bring adventures to life through visualization and storytelling.

Retail Operations & Merchandising

• Curate, maintain, and refresh retail displays reflecting the Expeditions and Rimrock Banff brands.
• Share product stories that connect emotionally with guests and highlight local partnerships.
• Track and manage inventory, receive shipments, and maintain organized stock levels.
• Operate the Point of Sale (POS) system accurately for all transactions.
• Monitor sales trends and recommend product mix adjustments, promotions, or seasonal refreshes.
• Collaborate with retail partners to optimize displays and introduce new or improved product assortments.
• Contribute insights and ideas that enhance both product offerings and guest experiences.

Leadership & Collaboration

• Support and motivate the PathFinder team to deliver enthusiastic, story-driven guest experiences.
• Act as Master PathFinder in their absence, leading daily operations and team coordination.
• Foster a culture of adventure, discovery, and connection, inspiring colleagues to engage guests authentically.
• Provide coaching and feedback to Lead PathFinders on guest interaction, storytelling, and service techniques.
• Contribute to training new team members in retail, experience curation, and Rimrock service philosophy.
• Participate in team scheduling, workflow management, and departmental communications.

Collaboration & Communication

• Partner with hotel departments (Rooms, Food & Beverage, Wellness, Marketing) to integrate guest experiences seamlessly.
• Represent Rimrock Banff professionally to guests, groups, and community partners.
• Maintain accurate documentation for bookings, inventory, and guest interactions.
• Communicate effectively with leadership, ensuring smooth daily operations and team alignment.

Qualifications

What You Bring

• Previous retail and/or concierge experience required; background in adventure tourism, recreation, or luxury hospitality preferred.
• Strong leadership qualities with the ability to motivate, train, and energize a team.
• Knowledge of outdoor gear, apparel, and local adventure products.
• Enthusiasm for adventure, wellness, and the Banff National Park story.
• Excellent communication, organization, and multitasking skills.
• Proficiency with POS systems, inventory management, and booking platforms.
• A passion for creating meaningful guest experiences that go beyond the expected.

Bonus if You Bring

• Local expertise in Banff National Park’s trails, culture, and seasonal highlights.
• Experience curating or managing retail displays for lifestyle or adventure brands.
• Previous leadership or supervisory experience in a guest-facing role.
• Familiarity with retail analytics, merchandising software, or guest experience design.
• Background in adventure guiding, concierge, or luxury travel services.
• A natural flair for storytelling, enthusiasm, and inspiring curiosity in others.
• Passion for hiking, climbing, skiing, or exploring the Rockies, and sharing that passion with others.

Who You Are

You’re a born connector, vibrant, curious, and endlessly inspired by the natural world.
You thrive on sharing your love for Banff and helping others experience it authentically. You lead with positivity and enthusiasm, bringing energy and focus to your team. You can balance storytelling and structure, creating moments that move people while keeping operations running smoothly.

You’re the spark that ignites curiosity, the calm in the storm, and the guide who makes every journey unforgettable.

Lead with curiosity. Inspire adventure. Stay moved.

Physical Demands

This role is dynamic and hands-on, balancing guest engagement, retail operations, and adventure coordination.
To perform successfully, you’ll need to:

• Move comfortably throughout the hotel and Adventure Centre, standing or walking for extended periods.
• Lift, carry, and organize retail merchandise or adventure gear (up to approximately 25 lbs / 11 kg).
• Bend, reach, and occasionally assist with visual merchandising, displays, or shipment handling.
• Use a computer, point-of-sale system, and communication tools throughout the shift.
• Occasionally assist guests with outdoor equipment or wayfinding, which may involve brief exposure to varying outdoor conditions.

We’re committed to providing an inclusive and accessible workplace. If you require an accommodation to perform any aspect of this role, we’ll work with you to ensure you can contribute fully and comfortably.

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

Additional Information

Job Perks & Benefits:

• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics, Fertility Drugs and Gender Affirmation 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 [email protected], 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.