Guest Experience Manager

Okanagan Gondola; Vernon; Hybrid; CAD 75,000 - 85,000; Full time

Benefits offered by this job

Employee discounts

Attraction privileges

Job summary

Okanagan Gondola in Vernon, BC, is seeking a dynamic Guest Experience Manager to lead all guest-facing operations across the attraction. You will oversee guest services, admissions, ticketing, two retail locations, and event coordination to ensure an exceptional visitor journey from arrival to departure.

The role combines frontline leadership with revenue growth, retail performance, and guest engagement, requiring a hospitality mindset, strong organization, and the ability to build scalable

Qualifications

• Minimum 5 years of leadership experience in hospitality, tourism, attractions, retail, events, or related industries.
• Minimum 2 years of management experience leading front‑line teams.
• Strong customer service and guest relations background.
• Demonstrated success leading and developing teams.
• Excellent organizational and communication skills.

Responsibilities

• Lead guest experience across all stages of the visitor journey.
• Oversee Guest Services Desk, Admissions, and ticketing operations.
• Manage ticketing platform backend, products, pricing, and promotions.
• Lead two retail locations, merchandising, inventory, and sales.
• Plan and execute events, group visits, and VIP experiences.
• Develop systems to optimize guest flow, satisfaction, and revenue.
• Build and mentor teams focused on service excellence.

Skills

Leadership

Guest services

Admissions & ticketing

Retail operations

Event coordination

Revenue generation

Team development

Operational planning

Job description

Okanagan Gondola
Vernon, British Columbia

Reports To: General Manager
Position Type: Full-Time, Permanent
Salary Range: $75,000 - $85,000 annually

Lead the Guest Journey at One of British Columbia's Newest Destination Attractions

Okanagan Gondola is creating one of British Columbia's premier tourism destinations, delivering unforgettable mountain experiences through sightseeing, hospitality, dining, retail, weddings, corporate events, and outdoor recreation.

We are seeking an energetic, service-focused, and entrepreneurial Guest Experience Manger to lead all guest-facing operations across the attraction. This position is responsible for guest services, admissions, ticketing, event coordination, and retail operations, ensuring every guest receives an exceptional experience from the moment they book their visit until they leave the mountain.

This role combines operational leadership, guest satisfaction, retail performance, event execution, and revenue generation under one leader. The successful candidate will be responsible for enhancing the visitor experience while driving retail sales, event growth, positive guest reviews, and overall guest engagement.

Position Overview

The Guest Experience Manger is responsible for the leadership, management, and performance of all front-line guest experience operations at Okanagan Gondola.

This position oversees:

• Guest Services Desk
• Admissions & Ticketing
• Ticketing Software Administration
• Two Retail Locations
• Visitor Information Services

The successful candidate will be accountable for guest satisfaction, retail revenue, event execution, inventory management, ticketing administration, operational efficiency, and team development.

This is a hands-on leadership role requiring a strong hospitality mindset, exceptional organizational skills, and the ability to build systems, processes, and teams that support the growth of a world-class destination attraction.

Key Responsibilities

Guest Experience Leadership

• Lead the delivery of exceptional guest experiences throughout every stage of the visitor journey.
• Develop and maintain service standards across all guest-facing areas.
• Establish operating procedures that support consistent and memorable guest experiences.
• Oversee guest feedback, service recovery, and complaint resolution.
• Monitor guest satisfaction metrics and online reviews.
• Identify opportunities to improve the overall visitor experience.
• Champion a culture focused on service excellence, professionalism, and hospitality.

Guest Services & Admissions

• Oversee daily operation of the Guest Services Desk.
• Manage admissions, ticketing, guest inquiries, and visitor information services.
• Ensure efficient guest flow and queue management during peak visitation periods.
• Develop systems that improve arrival, ticket redemption, and departure experiences.
• Support group tours, VIP experiences, and special visitor requests.
• Ensure guest-facing facilities maintain a professional and welcoming appearance.

Ticketing Systems & Administration

• Serve as the primary administrator of the Gondola's ticketing platform.
• Manage all backend ticketing software functions.
• Create and maintain ticket products, pricing structures, promotions, discounts, memberships, and packages.
• Manage ticket inventory and system accuracy.
• Produce reporting and analysis related to attendance, revenue, guest behaviour, and visitation trends.
• Coordinate with Marketing and Finance on promotions, reporting, and sales initiatives.
• Train front-line team members on ticketing procedures and systems.
• Identify opportunities to improve operational efficiency through technology and automation.

Retail Operations

• Lead operations for two retail locations across the property.
• Develop merchandising strategies that drive guest engagement and spending.
• Manage purchasing, receiving, inventory control, and stock replenishment.
• Source products that align with the Okanagan Gondola brand and guest experience.
• Monitor sales trends, margins, and inventory performance.
• Collaborate with Marketing on seasonal campaigns and promotions.
• Ensure stores maintain exceptional visual presentation and merchandising standards.

Inventory Management & Purchasing

• Maintain accountability for all retail inventory across both retail locations.
• Develop inventory control procedures and best practices.
• Conduct regular inventory counts and reconciliations.
• Monitor stock levels and product turnover.
• Minimize inventory shrinkage and product loss.
• Forecast seasonal inventory requirements.
• Manage supplier relationships and purchasing processes.

Events & Group Business

• Lead the planning and execution of community events, tourism groups, and special experiences.
• Coordinate event logistics with Food & Beverage, Operations, Marketing, and external vendors.
• Develop event planning systems, timelines, and operating procedures.
• Ensure flawless event execution and an exceptional guest experience.
• Support the growth of wedding and corporate event business.
• Identify opportunities to create new events and experiences that drive visitation and revenue.
• Track event revenue, profitability, and guest satisfaction.

Revenue Growth & Commercial Performance

• Develop strategies to increase per-capita guest spending.
• Support growth in admissions, retail, and event revenue.
• Develop upselling opportunities and premium guest experiences.
• Monitor retail capture rates and guest spending trends.
• Work collaboratively with Food & Beverage, Marketing, and Operations teams to maximize revenue opportunities across the attraction.

Leadership & Team Development

Lead and develop teams responsible for:

• Guest Services
• Admissions & Ticketing
• Retail Operations
• Event Coordination
• Visitor Information Services

Responsibilities include:

• Recruitment and hiring
• Training and onboarding
• Scheduling and labour management
• Performance coaching and evaluations
• Employee engagement and retention
• Succession planning
• Building a culture of accountability and service excellence

Health, Safety & Compliance

• Ensure compliance with company policies and procedures.
• Support guest safety and emergency response programs.
• Maintain operational standards in all guest‑facing areas.
• Oversee cash handling and inventory control procedures.
• Ensure all operations are conducted in a safe, professional, and guest‑focused manner.

Qualifications

Required Experience

• Minimum 5 years of leadership experience in hospitality, tourism, attractions, retail, events, guest services, or related industries.
• Minimum 2 years of management experience leading front‑line teams.
• Strong customer service and guest relations background.
• Demonstrated success leading and developing teams.
• Excellent organizational and communication skills.

Preferred Experience

Experience in one or more of the following areas:

• Retail operations and inventory management.
• Admissions, reservations, ticketing, or POS systems (including Ventrata experience being an asset).
• Event coordination, festivals, guest programs, or tourism experiences.
• Hospitality, attractions, recreation, resort, or tourism operations.
• Guest service leadership and team development.

Why Join Okanagan Gondola?

• Be part of one of British Columbia's newest destination attractions.
• Lead a department that directly shapes the guest experience.
• Opportunity to grow into a future Director-level leadership role.
• Competitive compensation package.
• Employee discounts and attraction privileges.
• Work alongside an ambitious leadership team building a world‑class tourism destination.