Guest Service Manager

Now Hiring a guest-focused Guest Services Manager to lead a luxury vacation property’s Guest Services team and ensure that the guest experience is exceptional from start to finish. This hands‑on leadership role combines team management, concierge services and operational coordination – ideal for a customer service pro looking to elevate their career.

Offering full-time flexible hours, full benefits and a competitive salary of $67k-$70k per year with room for growth.

• $67,000 to $70,000 per year
  * negotiable based on experience.
• Extended health benefits after 12 months, negotiable.
• Annual lifestyle spending account for a Whistler Blackcomb pass or other recreational expenses.
• Fun and supportive work atmosphere, staff socials, and outings.
• Flexible schedule to enjoy the Whistler lifestyle.
• Discounts on Whistler activities.
• Paid time off and wellness program.

Required

• Previous leadership experience in hospitality, guest services, reservations, concierge, or luxury vacation rentals.
• A supportive leadership style that motivates the team and invests in their development.
• Excellent communication, organization, and problem-solving skills.
• Strong attention to detail and the ability to manage competing priorities.
• A calm, professional, solutions-focused approach, especially under pressure.
• Strong computer skills, including comfort with numbers and reporting in Excel.
• At least one year living or working in Whistler.
• Availability to work weekends and peak holiday periods.
• A valid driver’s licence and the ability to travel between properties as needed.

Nice to have

• Experience with vacation rental property management or CRM systems
• Confidence with consultative selling and upselling.
• Experience in luxury or high-end hospitality.

• Lead, coach, and develop the Guest Services team, including hiring, onboarding, training, regular feedback, and performance management, ensuring consistent service standards across the team.
• Manage team schedules, daily priorities, and coverage, including peak periods and after‑hours escalation.
• Oversee the full guest journey, from inquiry and reservation through pre‑arrival planning, concierge services, and post‑stay follow‑up.
• Drive conversion of inquiries into bookings and identify upselling opportunities.
• Handle guest requests, concerns, and complaints, leading service recovery when issues arise.
• Manage guest reviews and feedback across all channels: respond promptly and professionally, identify recurring issues, and work with Operations and Maintenance to resolve them in a timely manner.
• Maintain accurate guest records, communications, and reservation information in our property management system.
• Set and uphold service standards, tracking key metrics such as response times, conversion, and review scores.
• Develop, maintain and improve guest‑services procedures, communication templates, and best practices.
• Provide regular operational updates and recommendations to company leadership.
• Remain hands‑on, supporting front‑line guest services during busy periods.