Guest Experience Manager

Zen Away Vacation Rentals offers top quality, clean, and comfortable vacation homes in Whistler with world-class customer service. Our goal is to provide an outstanding space to sleep, eat and relax so our guests can experience Whistler to its fullest.

We’re looking for a hands‑on, detail‑driven Whistler local to join a small, tight‑knit team that genuinely takes pride in the quality of their work.

The Guest Experience Manager is the primary point of contact for in‑house guests and prospective bookers, delivering calm, professional, and empathetic service across phone, email, and messaging platforms. This is a senior role requiring proven vacation rental experience, strong administrative capability, and the confidence to work independently — including remotely — while managing multiple systems and priorities simultaneously. This role supports property onboarding and inspections, assists with light marketing and review management, and upholds our high standards for the luxury guest experience.

• Our team is fun, friendly, and a true pleasure to work with.
• Be part of something to be proud of. We’re obsessed with quality and offering the best homes and customer care in our industry.
• We’re a fast‑growing company and team members who excel will have meaningful career advancement opportunities.
• We value great people, and will compensate accordingly.

• Communicate with in‑house guests daily: welcome messages, check‑in/check‑out support, local recommendations, and concierge requests.
• Respond to booking inquiries and follow up promptly to convert leads and confirm reservations.
• Resolve guest issues and complaints with empathy, de‑escalation skills, and timely follow‑up to ensure satisfaction.
• Coordinate guest services such as arranging activities, booking transportation, and fulfilling bespoke requests.
• Conduct regular property inspections to ensure presentation and readiness; report maintenance or housekeeping issues.
• Onboard new properties: collect property details, photos, amenity lists, and ensure accurate listing setup.
• Manage the post‑stay review process: solicit reviews, respond to feedback where appropriate, and elevate reputational concerns.
• Support light marketing tasks such as newsletter drafting, social media content creation, and listing refreshes.
• Spearhead guest experience enhancement projects during slow seasons when guest communication volume is reduced.
• Collaborate closely with housekeeping, maintenance, reservations, and property owners to ensure seamless guest experiences.

• Bachelor’s degree or higher required.
• Minimum 2 years of experience specifically in vacation rental operations.
• Demonstrated proficiency with property management systems (Streamline VRS or equivalent); comfortable learning and navigating multiple software platforms.
• Strong administrative background with proven ability to work effectively and independently from a home office environment, comfortable adopting AI‑based tools as part of daily workflow.
• Exceptional written and verbal communication skills; professional, empathetic, and solution‑oriented.
• Experienced handling high‑touch, luxury‑segment guest expectations.
• Highly organized, detail‑oriented, and able to manage multiple priorities with disciplined follow‑through.
• Valid BC driver’s license and ability to conduct on‑site property inspections around Whistler.

• Previous experience in luxury hospitality or high‑end vacation rental markets in a sales‑related role.
• Basic marketing skills: newsletter creation, social media posting, or graphic/layout experience (e.g. Canva).

• Currently living in Whistler, BC with secured housing.
• Valid Driver’s License, reliable vehicle & Auto Insurance.
• Valid work permit or PR.
• Salary range $60,000–$70,000 based on experience.
• Full benefits offered after 3 months probation.
• Full-time, Thursday–Monday (Tuesday/Wednesday off), year‑round.

We are an equal opportunity employer and welcome applicants from diverse backgrounds.