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.

About the Role, Benefits & Perks:

$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.

The Perfect Candidate:
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.

Responsibilities Include:

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.