Resort Experience Manager - Year-Round - Full-Time

Alterra Mountain Company; Maple Ridge; On-site; CAD 74,000 - 90,000; Full time

Benefits offered by this job

Health and dental benefits

Wellness resources including therapy

Summer employee events

Direct lift access to ski resorts

Job summary

Blue Mountain Resort is seeking a Manager, Resort Experience to shape a purpose-driven service culture and ensure operational excellence across guest experience systems. You will lead Resort Experience, Validation and Shuttle Operations while guiding teams to deliver a seamless, welcoming experience for guests and staff.

With 5+ years of leadership and coaching, you will drive performance, optimize transportation, and collaborate across departments to maintain high service standards and budget

Qualifications

• At least 5 years of leadership, training, coaching and performance management experience.
• Excellent service recovery and conflict resolution skills to close guest and employee concerns.
• G-Class or F-Class license an asset.

Responsibilities

• Lead Resort Experience, Validation and Shuttle Operations teams.
• Deliver a seamless, welcoming guest experience for guests and employees across the resort.
• Champion a guest-first culture and resolve questions and service issues quickly and professionally.
• Oversee transportation, and logistics to enhance efficiency and guest convenience.
• Turn strategic goals into action by executing initiatives and guiding the department’s growth.

Skills

Leadership experience

Coaching

Performance management

Service recovery

Conflict resolution

Strategic thinking

Job description

Year Round WHAT'S IN IT FOR ME?

Enjoy complimentary and discounted access to Blue Mountain attractions for you and your family, including the Adventure Park, private beach, gondola, hiking, and preferred golf rates. Save on meals across resort restaurants and cafés, including Starbucks. Receive exclusive discounts at all Blue Mountain-owned retail stores. Work in an inclusive environment that values diversity, equity, and well-being, with access to free therapy and wellness resources. Join a vibrant team community with employee events all summer, including but not limited to Sunset Hikes, Under the Big Top, Ice Cream Day and more.

Salary range between $73,500 to $90,000 Full-Time, Year-Round with Health and Dental Benefits 8-hour shifts between 8:30am to 9pm (weekend work required).

WHAT WILL I BE DOING?

As a key member of the Resort Experience leadership team, the Manager, Resort Experience plays a vital role in shaping a culture of purpose-driven service, ensures operational excellence and real-time issue resolution in critical guest experience systems. This role is responsible for leading Resort Experience, Validation and Shuttle Operations teams while helping to deliver a seamless, welcoming experience for our guests and employees. Leading the guest journey, ensuring that our outdoor resort operations run smoothly, efficiently, and safely while inspiring teams to provide outstanding service every day. Championing a guest-first culture by resolving questions, concerns, and service issues quickly and professionally, creating memorable experiences at every touchpoint. Building strong partnerships across departments and developing processes that keep communication, coordination, and service standards running smoothly throughout the resort. Overseeing transportation, and logistics to enhance efficiency, guest convenience, and overall resort operations. Turning strategic goals into action by executing annual initiatives, measuring results, and helping shape the future growth of the Resort Experience department. Supporting departmental budgets, labor planning, and operational performance while coaching leaders to achieve business goals and deliver strong results.

WHAT DO WE NEED FROM YOU?

• At least 5 years of previous leadership, training, coaching and performance management experience.
• Excellent service recovery and conflict resolution skills in order to bring both guest and employee concerns to satisfactory closure.
• G-Class or F-Class license an asset.
• Ability to monitor and influence the bigger picture and the bottom line through strategizing to improve existing systems and sales procedures.

BLUE MOUNTAIN RESORT COMPANY OVERVIEW

Blue Mountain Resort is Ontario's largest mountain resort. Nestled on the shores of Southern Georgian Bay, on the traditional territory of the Anishinabek Nation: The People of the Three Fires known as Ojibway, Odawa, and Pottawatomie Nations. Only 90 minutes outside Toronto, Blue Mountain has become the four-season outdoor destination of the North. Blue Mountain is owned by Alterra Mountain Company.

ALTERRA COMPANY OVERVIEW

Alterra Mountain Company is a family of iconic year-round mountain destinations, the world’s largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 50 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure. Work at Blue to live the full Village-based Ski Resort experience, all within driving distance of Toronto. Receive great perks on retail, restaurants, lessons and of course free direct to lift access to over 14 iconic ski resorts across Canada and the US.