Guest Experience Manager

Job Title: Guest Experience Manager
Location: Jasper, Alberta

Live in the breathtaking wilderness of the Canadian Rockies.

Imagine waking every morning to the crisp mountain air, the sound of flowing waters, and nature’s melody — therapeutic and rejuvenating. Come paint, photograph, or write about your experience. Not much for artistry? Snowboard or ski a newly powdered run, camp backed against a pristine lakeshore, hike the dense greenery, or scale a mountain to its top. Create unbelievable memories and form lifelong friendships while enjoying a shared living experience.

Come work with us — Decore Hotels: Maligne Lodge, and Tonquin Inn, nurtures team members by promoting a professional environment filled with creativity, teamwork, respect, and fun.

 The Guest Experience Manager ensures our guests receive an efficient, friendly, and personalized experience at both the Tonquin Inn and Maligne Lodge. This person coaches and trains our entire team to provide quality service throughout our guests’ stay and helps maximize room revenue and occupancy.

Working closely with department managers, you will ensure guest satisfaction and handle guest feedback. This role manages online reviews, follows up on guest feedback and special requests, and oversees our social media accounts.

Key Responsibilities:

• Track Reviews: keep apprised of search engine and aggregate reviews, responding in a timely and genuine manner.
• Feedback and Guest Satisfaction: Listen, empathize, and take corrective actions to ensure guests are completely satisfied.
• Problem Solve: Anticipate, prevent, and identify guests’ needs
• Monitor Special Requests: ensure special requests by guests are fulfilled.
• Develop Internal Communication Practices: Ensure all departments communicate/cooperate for a seamless guest experience.
• Develop Team Member Morale: Motivate staff by coaching, training, and offering incentives for service excellence.
• Team Member Orientation: Develop, teach, and coach new team members about policies, procedures, and customer service.
• Oversee Social Media Engagement: Monitor the engagement of our social media posts, contests, and graphics, ensuring those responsible post regularly.
• Reporting: Prepare monthly guest satisfaction reports and make recommendations for improvement.
• Other duties as assigned

Requirements:

• 3+ years of guest relations experience
• 3+ years of Staff training experience, including development of training materials.
• Excellent written and verbal communication, and strong interpersonal skills.
• Strong problem-solving and conflict resolution skills.
• Ability to manage multiple tasks and prioritize effectively.
• Strong attention to detail and organizational skills.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Valid work visa/permit, permanent residence status, or Canadian citizenship
• Does not require sponsorship
• Criminal Record Check
• Driver’s Abstract & 3-years insurance history, if applicable

Benefits:

• Competitive wages
• Seasonal completion bonus
• Team member discounts
• Medical/dental insurance
• Life insurance
• RRSPs
• Corporate events
• Use of amenities, including gym and pool
• Family rates
• Activity & fitness program
• Education & training opportunities
• Refer a friend bonus
• Designated vacation schedule
• Subsidized accommodation (Private 2-bedroom townhouse)

Work conditions:

• Permanent, full-time
• In person
• Shift work, holidays, and overtime
• Ability to withstand climate conditions, if applicable
• Stand, bend, kneel for long periods
• Lift, push, pull 50lbs

Instructions & Contact info:
Send resume, 3 pages or less, to:
Email: brandon@decoregroup.com
Or through role posting link
NO PHONE CALLS or IN-PERSON DROP-OFFS

Preference will be given to those with previous experience. Only those selected will be contacted for an interview.

Your interest in working with Decore Group is greatly appreciated.