Guest Experience Manager

at  Sun Peaks Grand Hotel

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 a impact on our guests’ stay with meaningful guest experiences.

ACCOUNTABILITIES:

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

Please refer the Job description for details