Guest Services Manager

Sun Peaks Resort; Sun Peaks Mountain Resort Municipality; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading mountain resort in Sun Peaks is seeking a Guest Services Manager to lead the Concierge and Bell Services teams. The role is pivotal in delivering personalized and exceptional guest service in a dynamic, 24/7 environment. Ideal candidates have leadership experience in hospitality, a strong ability to build relationships, and a passion for guest satisfaction. Join a passionate team and experience the beauty of Canada’s second-largest ski area.

Benefits

Support for growth and learning

Diverse and inclusive culture

Qualifications

• Minimum 2 years in a leadership role; hotel or resort experience preferred.
• Excellent relationship-building, communication in English; multilingual ability is a plus.
• Experience supervising, mentoring, training, and motivating a team.

Responsibilities

• Lead Concierge and Bell Services teams to ensure exceptional guest experiences.
• Monitor performance with supervision and service quality audits.
• Develop and implement departmental policies and procedures.

Skills

Exceptional guest service

Relationship building

Leadership

Fast-paced environment

Financial acumen

Education

Post-secondary education in hospitality

CHC or Les Clefs d’Or designation

Tools

Opera PMS

Windows-based software

Job description

Overview

Guest Services Manager sought to lead the Concierge and Bell Services teams at a resort in Sun Peaks. The role focuses on delivering personalized, exceptional guest service with hospitality and strong relational skills. This is a front-office leadership position requiring a presence in a high-volume, 24/7 environment supporting arrivals, stays, and departures.

Primary Responsibilities

• Demonstrate and model exceptional guest service as a Service Champion for the front office, leading by example in welcoming hospitality and service excellence.
• Lead the Concierge and Bell/Valet and Door teams to ensure a positive first impression, swift issue resolution, and seamless check-out experiences.
• Identify, create, and uphold process efficiencies and Guest Service Standards related to guest experience; upsell hotel and resort facilities where appropriate.
• Build authentic connections with guests to drive loyalty and referrals; collaborate with the Front Office Manager and Reservations & Revenue Manager to deliver best-in-class arrival and departure experiences.
• Maintain lobby presence and guest assistance at all times; act as Lobby Ambassador and support the Manager on Duty as needed.
• Own full-cycle recruitment within the front office, including interviews, hiring, and onboarding.
• Monitor cost controls, interpret financial statements, and provide budget/forecast recommendations.
• Approve timesheets and vacation requests; develop and manage the front office schedule in alignment with business needs.
• Develop and implement departmental policies and procedures; foster a safety culture aligned with Hotel and WorkSafe BC standards.
• Attend Joint Health & Safety Committee meetings as departmental designate.

Team Commitment / Collaboration

• Monitor performance with supervision and service quality audits; provide timely feedback and recognition.
• Foster mutual trust, respect, and cooperation; ensure fair treatment of team members.
• Identify opportunities to improve processes, empower staff, and drive year-over-year guest satisfaction improvements.
• Maintain open, collaborative relationships with team members and contribute to hotel goals as part of the operational leadership team.

Training

• Oversee initial new-hire training and ongoing development; refresh training materials as needed.
• Identify development needs, provide feedback, coaching, mentoring, and resources to improve performance.
• Conduct performance evaluations and explore cross-training opportunities between rooms and front office.

Supplier Relationship and Engagement

• Maintain par stocks of front office resources; provide cost comparisons and RFPs for replacements.
• Review brand standards and cost efficiencies annually; review supplier contracts with the Director of Rooms.
• Monitor supplier performance with regular evaluations.

Policies & Agreements

• Policy & Procedure Manual Agreement
• Employee Handbook Agreement
• Vehicle Policy & Annual Abstract
• Confidentiality Policy
• IT Policy

Qualifications

• Proven experience as a Concierge or Front Desk lead, minimum 2 years in a leadership role; hotel or resort experience preferred.
• Post-secondary education in hospitality; CHC or Les Clefs d’Or designation highly desired.
• Strong knowledge of Sun Peaks community and established local connections is an asset.
• Excellent relationship-building, communication in English; multilingual ability is a plus.
• Ability to deliver results in a fast-paced, multi-tasking environment; highly organized and self-motivated.
• Experience supervising, mentoring, training, and motivating a team.
• Working knowledge of hotel systems (Opera PMS a strong benefit) and proficiency with Windows-based software.
• Financial acumen with budgeting, forecasting, and interpreting financial statements.

Note: Front Office operations run 24/7; flexible shifts (weekends, evenings) required based on business levels.

Why join us?

We are Canada’s second-largest ski area with a passionate team delivering the finest mountain resort experience. We invest in our employees to support growth, learning, and wellbeing, and we value a diverse and inclusive culture. We acknowledge the traditional territory of the Secwépemc People.

Apply now: copy and paste the link into a browser: https://sunpeaks.clearcompany.com/careers/jobs/8a840742-11cc-d048-cc43-0dc1fd6d1df0/apply?source=3511825-CS-58771