Guest Experience Manager at Sun Peaks Grand Hotel
Sun Peaks, BC, Canada -
Full Time


Start Date

Immediate

Expiry Date

08 May, 25

Salary

65000.0

Posted On

08 Feb, 25

Experience

0 year(s) or above

Remote Job

No

Telecommute

No

Sponsor Visa

No

Skills

Service Delivery, Hospitality Management, Opera, Service Standards, Front Office, Soft Skills, Health, Training Programs, Service Quality, Training, Design, Emotional Intelligence, Continuous Improvement

Industry

Hospitality

Description

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.
Compensation Information: $65,000 per annum
Physical Class Requirement: Sedentary, work activities involve handling loads up to 5kg; Predominately in an indoor setting.

SKILLS YOU WILL BRING:

  • 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.
  • 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.
  • High emotional intelligence with the ability to empathize, listen, and create genuine connections with both guests and staff.
  • Ability to foster a warm, welcoming atmosphere and instill these qualities while working collaboratively across multiple departments delivering effective communication.
  • Curate meaningful unique guest experiences that reflect hotel brand values.
  • Demonstrate a clear understanding of how to deliver personalized, memorable service that aligns with brand standards.
  • Ability to track current trending hospitality best practices industry wide as related to resort destinations.
  • Familiarity with feedback platforms like Revinate and other analysis tools to drive continuous improvement from guest and staff feedback.
  • Knowledge of health, safety, and emergency response protocols.
  • Hands-on experience in hotel systems, specifically Opera would be a strong benefit.
  • Proficiency in written and verbal communication; knowledge of other languages is a plus.
  • Excellent knowledge of Sun Peaks, surrounding area, and local attractions.
  • University degree in Hospitality Management, Tourism, Training & Development, or relevant field preferred.
    Note: Hotel operations runs 24 hours a day, 365 days a year; flexible shift availability to work as business levels dictate (weekends & evenings) will be required.

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
Responsibilities

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.
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