Guest Experience Coordinator

Location: Canmore, AB
Employment Type: Full-Time (Afternoon/Evenings & Weekends)

About Epic Views Vacations

Epic Views Vacations is a luxury vacation rental management company specializing in delivering exceptional guest experiences and maximizing value for homeowners throughout the Canadian Rockies. We pride ourselves on outstanding hospitality, meticulous attention to detail, and providing beautifully maintained homes that consistently exceed guest expectations.

We are looking for a highly organized, dependable, and service-oriented Guest Experience Coordinator to become an integral part of our growing team.

Position Summary

The Guest Experience Coordinator is responsible for delivering an exceptional guest experience by managing guest communications, coordinating day-to-day guest support, and ensuring our properties are fully prepared for every arrival.

This position plays a vital role in maintaining our reputation for outstanding hospitality by providing timely communication, resolving guest concerns, supporting property readiness, and assisting with operational tasks that contribute to a seamless guest experience.

This role reports directly to the Director of Operations and works closely with homeowners, contractors, housekeeping partners, maintenance providers, and vendors.

Key Responsibilities

Guest Communication & Support

- Serve as the primary point of contact for guests before, during, and after their stay through Airbnb, Vrbo, Hostaway, direct booking platforms, phone, email, and messaging.
- Respond promptly, professionally, and courteously to all guest inquiries while maintaining Epic Views Vacations' response-time standards.
- Deliver a luxury concierge experience by offering personalized recommendations, local expertise, and customized itineraries that help guests make the most of their time in Canmore and the Canadian Rockies.
- Monitor active guest stays and proactively resolve guest concerns.
- Coordinate with our Maintenance Technician, vendors, and the Director of Operations to resolve guest issues efficiently.
- Escalate complex guest concerns or operational issues to the Director of Operations when required.

Property Readiness & Guest Experience

- Ensure each property is guest-ready by confirming all pre-arrival logistics have been completed prior to guest arrival.
- Verify guest access information, door codes, parking instructions, and arrival information are accurate.
- Confirm seasonal amenities (hot tubs, BBQs, fireplaces,



air conditioning, etc.) are operational when required.
- Coordinate the setup and onboarding of new properties to ensure they meet Epic Views Vacations' operational and exceptional guest experience standards.
- Conduct property walkthroughs only when required to:
- address guest concerns during a stay;
- verify maintenance issues;
- prepare newly onboarded properties; or
- confirm concerns identified between guest stays.
- Coordinate corrective action with maintenance contractors or vendors when deficiencies are identified.
- Assist with restocking guest consumables, amenities, linens, and operational supplies as needed to ensure each property meets Epic Views Vacations' luxury hospitality standards.
- Pick up inventory orders when needed.

Administrative & Operational Support

- Update property listings, house manuals, digital guidebooks, and guest information as directed.
- Process guest chargebacks, damage claims, lost-and-found requests, and guest billing inquiries.
- Maintain accurate property information within Hostaway and other company software.
- Document guest issues, maintenance concerns, and operational notes.
- Assist with special projects and new property launches as assigned.

Collaboration

- Work collaboratively with the Director of Operations, homeowners, housekeeping, contractors, and third-party vendors to deliver an exceptional guest experience.
- Communicate operational concerns promptly and follow through until they are resolved.
- Maintain positive and qualified relationships with homeowners, guests, contractors, and fellow team members.
- Assist with the creation of operational manuals, how to use the hot tubs, minor trouble shooting documents, property checklists, property info pages, etc.
- Assist in developing, maintaining, and updating operational documentation, including property manuals, guest reference guides, equipment operating instructions (e.g., hot tubs, fireplaces, and HVAC systems), troubleshooting guides, property checklists, and internal standard operating procedures to support consistent operations and exceptional guest experiences.

Performance Expectations





The successful candidate will consistently demonstrate:

- Exceptional reliability and punctuality.
- Professional and timely communication.
- Strong organizational skills and attention to detail.
- Accountability and ownership of assigned responsibilities.
- The ability to prioritize urgent guest needs in a fast-paced environment.
- Independent problem-solving and sound judgment.
- A positive, team-oriented attitude.
- Respect for the confidentiality of guests, homeowners, and company information.
- A commitment to delivering luxury hospitality standards.

Qualifications

Required

- Must reside in Canmore, Dead Man Flats or Harvie Heights; NO EXCEPTIONS.
- Valid driver's licence and reliable personal vehicle.
- Ability to work remotely with reliable internet access and appropriate technology.
- Availability to work flexible hours, including evenings, weekends, holidays, and on-call rotations when required.
- 2-3 years of experience in hospitality, customer service, property management, or a related field.
- Excellent written and verbal communication skills.
- Strong organizational, multitasking, and problem-solving abilities.
- Proficiency with Microsoft Office and Google Workspace.
- Comfortable learning and using property management software such as Hostaway, Airbnb, Vrbo, PriceLabs, and other hospitality platforms.

Preferred

- Experience in luxury hospitality or short-term vacation rentals.
- Knowledge of the Canmore and Bow Valley area.
- Experience coordinating contractors or service providers.

Physical Requirements

- Ability to lift and transport up to 50 lbs.
- Ability to drive between company properties throughout the Canmore area.
- Ability to perform occasional physical tasks, including restocking properties, transporting supplies, preparing homes for guest arrivals, and completing property walkthroughs.

Why Join Epic Views Vacations?

This is an opportunity to join a growing, entrepreneurial company that values professionalism, accountability, and exceptional guest experiences. You'll work alongside a passionate team committed to delivering luxury hospitality while helping shape the continued growth of our business.

If you are highly organized, dependable, enjoy helping people, and thrive in a dynamic environment where no two days are the same, we'd love to hear from you.

Pay: From $38.00 per hour

Benefits:

- Dental care
- Mileage reimbursement
- Vision care

Work Location: In person

📌 Guest Experiences Coordinator (Canada)
🏢 Epic Views Vacations
📍 Canada