Guest Experience Manager

Imagine starting each day surrounded by breathtaking mountain views in a community driven by adventure and authentic connections.
Are you passionate about delivering exceptional, heartfelt service in a luxury setting? We are seeking a dedicated and experienced Guest Experience Manager to join our team.
In this role, you will elevate guest satisfaction by leading cross-departmental efforts and fostering a culture of genuine, people-centered hospitality.
As a part of our team, you'll be inspired to lead with passion, develop professionally, and make an impact on our guests' stay with meaningful guest experiences.

Sedentary, work activities involve handling loads up to 5kg; Predominately in an indoor setting.

This job position requires physical presence at the designated location.

Accountabilities:

1. Design and lead training programs focused on soft skills, empathy, active listening, and brand-aligned service standards promoting authentic hospitality.
2. Mentor and coach staff to ensure the consistent delivery of warm, personalized guest interactions that reflect our service culture.
3. Conduct regular evaluations and refreshers, ensuring all staff embody Sun Peaks Grand's commitment to service excellence.
4. Act as the central coordinator between Front Office, Housekeeping, Culinary, Food & Beverage, Marketing and other departments to create seamless, memorable guest experiences.
5. Partner with department leads to maintain smooth operations and proactively address service issues.
6. Facilitate regular interdepartmental meetings to review guest feedback, align on service goals, and implement improvements.
7. Take charge of coordinating executing guest-centered events that enhance the guest journey, working closely with Culinary, Food & Beverage, and Marketing teams.
8. Curate unique, tailored experiences that highlight local culture and our stunning destination, ensuring every event aligns with our brand values.
9. Be present at key guest events to guide the team and ensure flawless service delivery.
10. Collect and analyze guest feedback through multiple platforms, including Revinate and Kipsu, to continuously improve service quality.
11. Implement action plans to address areas of improvement and recognize service successes, motivating the team to meet and exceed guest satisfaction goals.
12. Manage guest issues promptly and professionally, using feedback to enhance loyalty and create memorable 'Grand' moments.

Ideal Candidate:

1. Minimum of three years in a Guest Relations Manager, Concierge Manager, or similar front-of-house role in a luxury or full-service hotel environment.
2. Proficiency in designing and delivering effective training programs, with a strong focus on soft skills, personalized authentic service, and brand-aligned service standard guest interactions.
3. High emotional intelligence with the ability to empathize, listen, and create genuine connections with both guests and staff.
4. Ability to foster a warm, welcoming atmosphere and instill these qualities while working collaboratively across multiple departments delivering effective communication.
5. Curate meaningful unique guest experiences that reflect hotel brand values.
6. Demonstrate a clear understanding of how to deliver personalized, memorable service that aligns with brand standards.
7. Ability to track current trending hospitality best practices industry wide as related to resort destinations.
8. Familiarity with feedback platforms like Revinate and other analysis tools to drive continuous improvement from guest and staff feedback.
9. Knowledge of health, safety, and emergency response protocols.
10. Hands-on experience in hotel systems, specifically Opera would be a strong benefit.
11. Proficiency in written and verbal communication; knowledge of other languages is a plus.
12. Excellent knowledge of Sun Peaks, surrounding area, and local attractions.
13. University degree in Hospitality Management, Tourism, Training & Development, or relevant field preferred.

Note:
Hotel operations run 24 hours a day, 365 days a year; flexible shift availability to work as business levels dictate (weekends & evenings) will be required.

We are Canada's second-largest ski area and a passionate team committed to providing the finest mountain resort experience to our guests.

Our people are at the heart of what we do, making a difference to our guests and our workplace every single day.
That's why we invest in the employee experience; to ensure everyone can be at their best and live our values.

No matter who you are, or your career journey to date, once you join the team at Sun Peaks, you'll get to feel part of our special community right away.
You and your wellbeing matter to us; you'll have plenty of opportunities to grow and learn, as well as enjoy everything our beautiful mountain resort has to offer.
In return, we expect you to be passionate about working together to create special memories for our guests, while taking care of our precious environment for others to enjoy into the future.

The perks and benefits you'll get to enjoy:

1. Winter/Summer Season Lift, Trail and Golf passes
2. Initial entitlement to three weeks of paid vacation
3. Benefits plan and additional wellness components, including Health Spending Account and EFAP
4. Participation in our RRSP and matching DPSP programs
5. Company supported training and professional development opportunities
6. Dining discounts within our hotel & Resort-owned outlets
7. Retail discounts in our Resort-owned outlets
8. Friends and family rates at the Sun Peaks Grand Hotel
9. Reciprocal programs with partnering ski areas & hotels
10. Eligibility for our 'Pay for Performance' incentive bonus program (after qualifying period), awarded to top performers

We are an equal opportunity employer, committed to building a diverse and inclusive culture, and encourage applications from all qualified individuals.

We acknowledge that we live, work, and play on the traditional territory of the Secwépemc People.