Senior Guest Experience Manager
About The Position
Revelstoke Mountain Resort (RMR) is a division of Canada’s largest privately held hospitality company, Northland Properties Corporation (NPC). Since its inception in 2007, RMR has gained a reputation for big mountain riding, legendary powder, and an authentic Canadian resort town. Located at the base of the resort and just steps from the gondola, The Sutton Place Hotel is a luxury 4-star property that offers guests a seamless blend of comfort and adventure. Together, the resort and hotel deliver world-class hospitality and unforgettable experiences, whether guests come for outdoor adventure, relaxation, or a mix of both. This role is for someone passionate about guest service, thriving in a fast-paced environment, and wanting to be part of a team that values both adventure and professionalism, to join our Central Reservations team.
Requirements
- 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 fast-paced environment.
- Flexible availability including evenings, weekends, and holidays.
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: Revenue per booking, 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)
- 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
- Collaborate with Sales (group and events alignment), Marketing (campaigns and promotions), and Operations (guest readiness and delivery)
- Ensure a seamless pre-arrival experience for all guests
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
