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.
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

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.