Operations & Guest Experience Manager

Whistler Platinum; Whistler; On-site; CAD 45,000 - 75,000; Full time

Job summary

An established industry player in luxury accommodation seeks an Operations & Guest Experience Manager to lead and enhance operational excellence. In this pivotal role, you will collaborate closely with the Director of Operations, ensuring smooth daily operations across various departments, including housekeeping and guest services. Your leadership will foster a positive team culture while ensuring exceptional service delivery to guests. This position offers a unique opportunity to impact the guest experience significantly while enjoying a fun and supportive work atmosphere in the beautiful Whistler area. If you thrive in dynamic environments and are passionate about hospitality, this role is for you.

Benefits

Comprehensive compensation package

Extended Health benefits

Seasonal Staff Housing

Annual lifestyle spending account

Fun and supportive work atmosphere

Flexible schedule

Discounts for Whistler activities

Qualifications

• Previous leadership experience in operations or hospitality is essential.
• Strong organizational skills with a focus on attention to detail.

Responsibilities

• Oversee operational teams and ensure alignment with company goals.
• Monitor daily scheduling and coordinate housekeeping and maintenance.

Skills

Leadership

Communication

Organizational Skills

Problem-Solving

Interpersonal Skills

Attention to Detail

Multitasking

Tools

Property Management Systems

Scheduling Tools

Microsoft Office Suite

Job description

Founded in 2000, Whistler Platinum is an exclusive property management and luxury accommodation company, providing homeowners with unrivaled property management, and guests with exceptional accommodation, vacation planning, and personalized concierge services. Our mission is to go above and beyond, making homeownership easy, and our guests’ vacations memorable.

Join our Team!

The Operations & Guest Experience Manager plays a key leadership role, working closely with the Director of Operations to oversee the day-to-day management of all Operational Departments, including Housekeeping, Property inspections, Guest Services, and Maintenance. Acting daily as the Manager on Duty (MOD), the Operations & Guest Experience Manager ensures smooth operations, problem resolution, and exceptional service delivery. This role requires strong leadership, communication, and organizational skills to coordinate multiple teams and drive operational excellence.

What will I be doing?

• Work closely with the Director of Operations to oversee operational and guest service teams and ensure alignment with company goals.
• Act as Manager on Duty (MOD), serving as the point of contact for all operational needs and issues during assigned shifts.
• Monitor the daily scheduling and coordination of housekeeping, inspections, guest services, maintenance technicians, and external contractors.
• Monitor the completion of daily work orders, property inspections, and maintenance tasks, ensuring quality standards are met.
• Lead and support team members in resolving operational challenges, escalating issues to the Director of Operations when necessary.
• Conduct regular property checks to ensure properties are guest-ready and adhere to Whistler Platinum’s luxury standards.
• Collaborate with the Guest Services and Revenue teams to align operational priorities with guest needs and business goals.
• Assist with seasonal projects and initiatives to enhance operational efficiency and property readiness.
• Track and analyze operational performance metrics, providing recommendations for improvement.
• Foster a positive and productive team culture by providing coaching, feedback, and support to team members.
• Communicate effectively with homeowners and guests regarding operational matters, ensuring a high level of satisfaction.
• Participate in recruiting, training, and onboarding new team members for operational roles.
• Perform other duties as required – teamwork is essential, and flexibility is key in this dynamic role.

Our Ideal Candidate

• Previous leadership experience in operations, hospitality, or property management.
• Proven ability to manage and motivate teams to achieve high levels of performance.
• Strong organizational and multitasking skills, with a focus on attention to detail.
• Exceptional problem-solving and decision-making abilities, with a calm and professional demeanor.
• Excellent communication and interpersonal skills, both written and verbal.
• Proficient in using property management systems, scheduling tools, and Microsoft Office Suite.
• Knowledge of Whistler and the surrounding area is an asset.
• Flexible and adaptable, with the ability to work weekends, holidays, and on-call shifts as required.

Why work for Whistler Platinum?

• Comprehensive compensation package including competitive wage, extended Health benefits.
• Seasonal Staff Housing available.
• Annual lifestyle spending account for Ski/Snowboard pass or other recreational expenses.
• Fun and supportive work atmosphere, staff socials, and outings.
• Flexible schedule to enjoy the Whistler lifestyle.
• Discounts to experience Whistler activities.

You must be legally eligible to work in Canada. We are unable to assist you in obtaining Canadian work authorization.