Guest Experience Supervisor
About The Position
At Gibbons Whistler, the Guest Experience Supervisor will guide the front-line team in delivering unforgettable experiences across all Gibbons brands, including The Adventure Group bookings, Après venues, festivals, and memberships. This role supports daily operations, coaches Guest Experience Agents, and ensures every guest interaction aligns with the company's mission of 'Making People Happy'. The ideal candidate is a natural leader who thrives in a fast-paced, people-focused environment, enjoys elevating experiences, creating smooth processes, and helping a team succeed.
Requirements
- 1–2 years of experience in Guest Experience, Hospitality, Sales, or Reservations.
- Strong communication, problem-solving, and conflict-resolution skills.
- Ability to coach and support a team in a fast-paced, high-volume environment.
- Highly organized with strong attention to detail.
- Confident using digital tools and reservation systems (Slack, Outlook, Excel; Fareharbor, SevenRooms, PeopleVine, Toast, Podium—training provided).
- A proactive mindset focused on solutions, improvement, and consistency.
- Passion for guest service and the Gibbons mission of making people happy.
Nice To Haves
- Previous leadership or mentorship experience an asset.
Responsibilities
- Lead and support the Guest Experience team during daily operations.
- Act as the escalation point for guest concerns, complex bookings, and VIP requests.
- Oversee reservation management, TAG activity bookings, Après Pass sales, ticketing and product build outs, keeping inventory up to date.
- Ensure accuracy across systems including Fareharbor, SevenRooms, PeopleVine, Toast, Podium, and Slack.
- Provide real-time coaching, support onboarding, and help deliver ongoing training.
- Review agent workflows, promos, payment links, and reporting to ensure consistency and accuracy.
- Track and share KPIs, guest satisfaction data, and revenue metrics.
- Collaborate with TAG, Gibbons Venues, and People Operations teams to support seamless guest journeys.
- Help lead a quarterly project in a focus area (Guest Experience, Team Experience, Membership, or Community Engagement).
- Support scheduling needs and maintain clear communication across all channels.
- Jump in where needed to keep operations running smoothly.
Benefits
- 50% off food & beverage at all Gibbons venues
- Adventure perks: 50% off The Adventure Group for you and your friends & family
- Accommodation discounts: 25% off at The Adara Hotel and Gibbons Life Condos
- Wellness perks: 20% off at The Spa at Whistler
- Exclusive partner discounts at local Whistler businesses
- Flexible schedules and a supportive team culture
- Access to community events and staff appreciation nights
- Growth opportunities in Whistler’s most dynamic hospitality group – we’re passionate about promoting from within and supporting your career journey.
- Immersive work environment steps from the mountains
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
