Guest Experience Manager

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

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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…