Overview

We are seeking a dynamic and energetic Operations Manager to lead and optimize daily business functions at a prime Lodge location in Whistler. In this pivotal role, you will oversee operations, team management, and customer service excellence to ensure a seamless experience for our owners and guests.

Duties

- Working closely with other Operations Managers: lead, develop, and motivate a team of Guest Services Agents in Whistler, BC.
- Address any guest escalation and resolve where possible in collaboration with DOO/GM.
- Provide behavioral based coaching and feedback in all areas of performance such as metrics, the customer experience, and conduct.
- Work with other Ops Managers on recruiting, scheduling, payroll & performance management.
- Act as the first point of contact for our guests, vendors, building partners and often our owners.
- Liaise with Strata Manager, conduct property walkthroughs and provide feedback as needed.
- Be responsible for taking incoming phone calls, occasional outbound calls, and responding to emails or chats on a daily basis from guests who have questions or concerns about a reservation, statement or other concern.
- Establish strong relationships with owners as they visit the property and communicate with the Guest Services team, inspect owner arrivals prior to stay and communicate any unit related issues in collaboration with Owner Relations.
- Assist with the creation and delegation, and follow up of maintenance and housekeeping tickets (If applicable).




- Verify unit availability to assist with scheduling vendor or realtor visits
- Meet and maintain the company's standards and metrics such as guest review scores, accuracy, efficiency, and inquiry conversion to reservations.
- Follow all Health and Safety protocols to ensure a safe working environment. This may include being part of the company's Health and Safety committee.
- Identify potential owner leads from walk-ins or incoming calls and pass the information along to your designated the company's Business Development Representative
- Build and maintain business relationships and open lines of communications with other internal support teams, such as channels, copy team and CX.
- Respond to guest reviews and follow up with guests post-stay.
- Attend meetings with leadership team, bring feedback and ideas for improvement.
- Weekly quality inspections on rooms with follow up as needed
- Other duties as reasonably assigned

Join us as an Operations Manager where your leadership will shape our success as part of the largest property management company in Whistler! We value proactive individuals who thrive on making impactful decisions while fostering a positive setting. Travel or Activity allowance benefits available.

Pay: From $62,500.00 per year

Benefits

- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care

Application question(s):
- Do you have secured housing in the sea to sky area (Whistler/Pemberton/Squamish)?

Work Location: In person

📌 Operations Manager (Whistler)
🏢 WHISTLER PREMIER
📍 Whistler