Lead PathFinder & Retail Coordinator

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.