Guest Experience Manager
$120,000–$120,000 year
On-siteLake Louise, Alberta, Canada
Lake Louise, Alberta, CanadaOn-siteFull Time$120,000–$120,000 yearHospitalityEnterprise
Full TimeEnterpriseHospitality
Job Summary
Lead daily arrival planning for VIPs, Suite guests, and special occasions while curating bespoke itineraries and premium local experiences. Manage Guest Relations, Concierge, and VIP Services operations to orchestrate Forbes and LQA-inspired guest journeys, ensuring seamless coordination with the Resort Adventure Center. Champion service recovery, lead the Guest Experience team through coaching and succession planning, and enforce brand standards across all luxury service delivery initiatives. Maintain a visible presence throughout the resort to engage guests and support operational excellence.
Required Qualifications
- Minimum five years of leadership experience in Guest Experience, Concierge, Front Office, or luxury hotel operations, including management experience in a luxury resort
- Proven expertise in luxury hospitality, VIP management, personalized service, and service recovery
- Strong knowledge of Forbes Travel Guide, LQA, TrustYou, and guest satisfaction metrics
- Demonstrated leadership, financial acumen, and operational management skills
- Proficiency with Opera Cloud (or equivalent PMS), Microsoft Office, and guest experience technology
- Must be legally authorized to work in Canada
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