Senior Guest Experience Manager
Top Benefits
About the role
Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests. About Us Revelstoke Mountain Resort (RMR) is a division of Canada’s largest privately held hospitality company, Northland Properties Corporation (NPC), and since its inception in 2007, we have 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. If you are passionate about guest service, thrive in a fast-paced environment, and want to be part of a team that values both adventure and professionalism, we invite you to join our Central Reservations team. Job Description The Head of Guest Experience is responsible for the overall leadership, performance, and strategic direction of the Guest Experience team at Revelstoke Mountain Resort and its associated properties, including The Sutton Place Hotel and Cabot Revelstoke Mountain Lodge. This role oversees the Guest Experience Manager and Specialists, ensuring the team delivers a high-quality, consultative booking experience while driving revenue through accommodations, activities, and year-round offerings including skiing, mountain biking, and golf. The Head of Guest Experience is accountable for team performance, culture, training, and cross-department alignment, ensuring the Guest Experience function operates as a key revenue-generating department. Key Responsibilities: Team Leadership & Development 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 Strategy & Performance 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) Training & Product Development 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 Cross-Department Alignment Collaborate with: Sales (group and events alignment) Marketing (campaigns and promotions) Operations (guest readiness and delivery) Ensure a seamless pre-arrival experience for all guests Qualifications & Skills
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. Compensation and 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 Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/.
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Senior Guest Experience Manager
Top Benefits
About the role
Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests. About Us Revelstoke Mountain Resort (RMR) is a division of Canada’s largest privately held hospitality company, Northland Properties Corporation (NPC), and since its inception in 2007, we have 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. If you are passionate about guest service, thrive in a fast-paced environment, and want to be part of a team that values both adventure and professionalism, we invite you to join our Central Reservations team. Job Description The Head of Guest Experience is responsible for the overall leadership, performance, and strategic direction of the Guest Experience team at Revelstoke Mountain Resort and its associated properties, including The Sutton Place Hotel and Cabot Revelstoke Mountain Lodge. This role oversees the Guest Experience Manager and Specialists, ensuring the team delivers a high-quality, consultative booking experience while driving revenue through accommodations, activities, and year-round offerings including skiing, mountain biking, and golf. The Head of Guest Experience is accountable for team performance, culture, training, and cross-department alignment, ensuring the Guest Experience function operates as a key revenue-generating department. Key Responsibilities: Team Leadership & Development 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 Strategy & Performance 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) Training & Product Development 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 Cross-Department Alignment Collaborate with: Sales (group and events alignment) Marketing (campaigns and promotions) Operations (guest readiness and delivery) Ensure a seamless pre-arrival experience for all guests Qualifications & Skills
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. Compensation and 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 Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/.