Advisor, Guest Experience

Alterra

7d•Onsite

About The Position

The Guest Experience Advisor plays a pivotal role in delivering world‑class, anticipatory service for our guests. This position is responsible for cultivating strong long‑term relationships, driving year‑over‑year bookings, and ensuring every guest feels valued, understood, and exceptionally cared for. As ambassador of CMH, the Guest Experience Advisor provides highly personalized support from initial booking through first travel experience to ongoing, post-travel engagement & retention, ensuring that every touchpoint reflects our commitment to elevated service and unforgettable mountain experiences.

Requirements

Post-secondary education in a related field.
Minimum 2 years’ experience in a professional sales or guest services setting.
3+ years of experience in the luxury hospitality, ski or adventure travel industry
All CMH employees will demonstrate integrity, discretion, and critical thinking, along with adaptability and effective problem-solving skills.
A positive, collaborative working style is essential, with the ability to build meaningful relationships with key internal and external stakeholders.
Strong organizational skills, attention to detail, and strategic planning abilities are crucial.
The candidate must be able to communicate clearly, effectively, and in a timely manner, maintaining professionalism and confidentiality in all interactions.
Proficiency in Microsoft Office and the ability to quickly learn other relevant software platforms are important, as is the ability to prioritize tasks in a fast-paced environment with fluctuating seasonal workloads and changing priorities.
The role requires a trustworthy, goal-oriented, respectful, and self-directed individual who can navigate complex responsibilities.
Additionally, the candidate must have the confidence to interact with all levels of the company, including those in remote locations within a hub-and-spoke model.

Nice To Haves

Opportunities to heli-hike and heli-ski, as available.

Responsibilities

Build strong, trust‑based relationships with new and returning guests to encourage repeat bookings and long-term loyalty.
Serve as a consistent, reliable point of contact throughout the guest lifecycle—from initial booking to post‑experience engagement.
Maintain accurate and detailed guest profiles, preferences, history, and special requirements to anticipate needs and personalize service.
Collect, process, and accurately record guest payments and follow up on outstanding payment balances.
Delivering proactive, anticipatory service that exceeds expectations and reflects a deep understanding of luxury adventure travel.
Identify potential guest needs before they are expressed; offer personalized recommendations and thoughtful enhancements.
Provide real-time support for guests during travel windows, ensuring seamless arrivals, transitions, and on‑mountain experience readiness.
Guide guests through booking processes, lodge and program selections, and trip customization to ensure the ideal match between guest expectations and program offerings.
Maintain deep product knowledge and keep guests apprised of programmatic changes.
Promote upgrades, add‑on services, and repeat bookings through consultative, relationship-driven sales.
Work closely with Guest Services, Logistics, Marketing, Operations, and Hospitality teams to ensure accurate reservations and flawless execution of every detail.
Manage cancelled bookings and proactively work to re-book guests to maximize revenue retention.
Liaise with Guest Services and Logistics to communicate guest needs, preferences, and special requests.
Monitor guest itineraries and logistical details to prevent service gaps and uphold our standard of excellence.
Assist with guest communication related to weather conditions, schedule adjustments, and operational impacts.
Lead thoughtful post‑experience follow‑ups to collect feedback, recognize loyalty, and foster rebooking.
Maintain an active re-engagement strategy for past guests, ensuring year‑over‑year retention targets are met.
Leverage CRM tools to track engagement, touchpoints, and guest satisfaction metrics.
Work with the Manager, Heli Sales to provide insights on lead quality, campaign performance, and guest behavior across both brands.
Collaborate with Guest Experience Advisors to ensure seamless onboarding of newly booked guests.
All employees under the management level will support the implementation of CMH health and safety and sustainability initiatives and participate in training and provide assistance as required during emergency response situations.