Revelstoke Mountain Resort, 2950 Camozzi Road, Revelstoke, British Columbia, Canada

Senior Guest Experience Manager

If you are passionate about guest service, thrive in a fast-paced environment, and want to be part of a team that values both adventure and professionalism, we invite you to join our Central Reservations team.

The Senior Guest Experience Manager is responsible for the overall leadership, performance, and strategic direction of the Guest Experience team at Revelstoke Mountain Resort and its associated properties, including The Sutton Place Hotel and Cabot Revelstoke Mountain Lodge.

This role oversees the Guest Experience Manager and Specialists, ensuring the team delivers a high-quality, consultative booking experience while driving revenue through accommodations, activities, and year-round offerings including skiing, mountain biking, and golf.

The Senior Guest Experience Manager is accountable for team performance, culture, training, and cross-department alignment, ensuring the Guest Experience function operates as a key revenue-generating department.

Key Responsibilities

- Lead, coach, and develop the Guest Experience team, including the Manager and Specialists
- Oversee hiring, onboarding, performance management, and succession planning
- Build a high-performance, service-driven team culture
- Set and monitor key performance metrics:
- Conversion rates
- Activity and package attachment rates
- Align Guest Experience strategy with Sales, Marketing, and Revenue teams
- Identify opportunities to grow revenue through new products (e.g., golf, heli, seasonal offerings)

Training & Product Development

- Lead training initiatives across all guest-facing products including:
- Accommodation offerings
- Activities (winter and summer)
- Golf tee time bookings and packages
- Ensure the team maintains strong product knowledge and consultative selling skills

Cross-Department Alignment

- Collaborate with:




- Sales (group and events alignment)
- Marketing (campaigns and promotions)
- Operations (guest readiness and delivery)
- Ensure a seamless pre-arrival experience for all guests

Qualifications & Skills

- Must be eligible to work in Canada – can provide SIN documentation
- 4+ years of experience in reservations, revenue management, or hospitality operations, with at least 2 years in a supervisory/management capacity.
- Strong leadership skills with proven ability to manage and develop teams.
- Advanced knowledge of reservation systems (Opera, RTP, Aspenware, or equivalent) and Microsoft Office Suite.
- Solid understanding of revenue management, sales principles, and distribution channels.
- Excellent communication, analytical, and problem-solving abilities.
- Strong organizational skills and ability to manage multiple priorities in a rapid-paced environment.
- Flexible availability including evenings, weekends, and holidays.

Compensation and Benefits

- Free Season pass
- Discounted lift tickets for friends and family
- Discounts at the resort’s restaurants, retail, rental, repairs outlets including pro deals.
- Free or discounted lift tickets at many other resorts
- Discounts at Sutton and Sandman hotels (employee and friends/family)
- Additional Northland Properties discounts via a Perks program with other vendors

Disclaimer

The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Equal Opportunity Employer

We are an equal opportunity employer. We are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. We are constantly seeking motivated and enthusiastic individuals to join our team in various fields.

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📌 Senior Guest Experience Manager (Revelstoke)
🏢 Revelstoke Mountain Resort
📍 Revelstoke