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 Group, Maligne Lodge, Tonquin Inn, & WickedCup, nurtures team members by promoting a professional environment filled with creativity, teamwork, respect, and fun.

Overview: Our company is seeking an experienced Guest Experience Manager to join our team and oversee the Guest Experience at both the Tonquin Inn and Maligne Lodge. This role works with the General Manager and Front Desk Manager to ensure guest satisfaction and handle guest complaints. The Guest Relations Manager is responsible for managing online reviews, following up with guests on complaints, and overseeing social media accounts.

Key Responsibilities:

• Respond to and manage online reviews on Google and other 3rd party booking sites.
• Manage guest complaints in person and online, ensuring prompt and satisfactory resolution.
• Oversee social media accounts (Instagram, Facebook), ensuring they are consistently updated with engaging content and promotions/competitions.
• Work closely with the Revenue Manager on hotel promotions and packages for the website and social media.
• Manage the other social media coordinator to ensure that all social media channels are updated regularly and with engaging content.
• Work with other departments to ensure guest satisfaction and improve the overall Guest Experience.
• Develop and implement guest service training programs for all departments.
• Prepare monthly reports on guest feedback and complaints and make recommendations for improvement.
• Other duties as assigned by the General Manager.

Qualifications:

• Minimum of 3 years of experience in a guest relations role, preferably in the hospitality industry.
• 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.
• Experience managing social media accounts and creating engaging content.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Ability to work flexible hours, including weekends and holidays.
• Bachelor's degree in hospitality management, business administration, or related field preferred.
• Accommodation is a two-bedroom townhouse and salary dependent on skill and experience level.

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

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

Requirements:
• Previous experience preferred
• 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

Instructions & Contact info:
Send resume, 3 pages or less, to:
Email: hr@decorehotels.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.

Job Type: Full-time

Salary: $45,000.00-$65,000.00 per year

Education:

• Bachelor's Degree (preferred)

Experience:

• Customer service: 3 years (required)

Work Location: In person