Guest Experience Manager

About Whistler

A world-renowned vacation destination in the spectacular Coast Mountains of British Columbia, just two hours north of Vancouver, Whistler offers a vibrant array of activities throughout the year. Whether you enjoy skiing and snowboarding, golfing on championship courses, dining at award-winning restaurants or taking on the world's best mountain bike park, indulge in a variety of enriching experiences when you stay at one of our two Whistler hotels - Pan Pacific Mountainside or Pan Pacific Village Centre.

The Role

Pan Pacific Whistler is looking to appoint a friendly and approachable Guest Experience Manager to join our Front Office Team across both Whistler properties. The role is full-time with salary. 

  • Supervise Guest Service Agents. Maintain and implement as necessary the Absolute Care Rooms Operation Management system in Guest Services and undertake regular monthly audits and review to ensure standards are being met.
  • Maintain and ensure the check in times and quality of the welcome experience for our guests and advise senior management of changes as they may be required, to meet the minimum standards for “Welcome”. Assist with check-ins and check-outs at the front desk, where necessary.
  • Resolve guest and employee complaints. Keep Director of Rooms informed of any risk or opportunity in relation to any experience or inter-action.
  • Maximize room sales and revenue for the hotel. Ensure Guest Services operates with a sales attitude and all associates are aware of sales opportunities within the hotel, which will assist with the maximization of revenue. Ensure all Guest Service Associates are aware of all room sales/revenue targets and are kept informed to performance results.
  • Maintain a high standard of customer relations/customer service within Guest Services. Maintain professional internal/external guest service: smiles, creates eye contact and uses employee/guest names.
  • Train and coach Guest Service Agents.
  • Develop and maintain a high level of communication relating to business opportunity between Guest Services and other operational departments. Maintain open and constant communication with other departments, on a day-to-day basis regarding changes in the forward occupancy of the hotel and subsequent services levels required.
  • Facilitate communication of internal and external events to Guest Service Agents. Guide and counsel associate to correct nonstandard behavior/performance and promote improved productivity. Ensure regular communications meetings are held with the Guest Services Agents. Include connection associate performance appraisals and introducing revising SOP’s as necessary.
  • Motivate, lead and encourage the entire Guest Services team to effectively and professionally sell our Rooms and other hotel services to affect improved overall revenue for the hotel.
  • Maintain all systems and procedures as they relate to VIP Arrivals are being met and ensure Associate resources are scheduled to adequately provide service levels to required standard.
  • Maintain and ensure the “Delivery of the Promise” with regards to GHA Loyalty programs and create the “Wow” effect in exceeding guests’ expectations.
  • Ensure all Floats and cash handling procedures are adhered to within company standards and ensure the overall protection of the company’s revenue. Adhere to company credit policies to ensure all revenue expected will be received.
  • Ensure all Guest Service Agents are well presented at all times in accordance with the company grooming standard.
  • Ensure and maintain the cleanliness and presentation of the Lobby at all times.
  • Work with other departments to ensure safe comportment of staff and guests in emergency situations. Ensure a safe work area.
  • Rotate through secondments as Night Manager, Housekeeping Supervisor, F&B as required.
  • Other projects as assigned by the Front Office Manager.

Talent Profile

  • 2-3 years Front Desk experience in an equivalent size and style of hotel, with previous supervisory experience.
  • Possess a passion for customer service.
  • Have a genuine interest and desire to exceed guest expectations and be highly guest service focused.
  • Sales abilities and a sound judgment.
  • Possess a high-level of professionalism and initiative.
  • Understand the importance and procedures of guest loyalty programs.
  • Experience as a Departmental Trainer in Front Desk systems preferred.
  • Cash handling and Float Management skills.
  • Possess good leadership and organizational skills and an eye for detail.
  • Possess strong motivational and developmental skills in working with all Associates of the hotel.
  • Additional languages are an asset.
  • Level 1 First Aid Certificate required.
  • A valid BC Driver’s License.
  • Grade 12 Diploma is required, additionally, a Diploma or Degree in Hotel Management is an asset.

How to Apply

Please submit your resume to careers.ppwhi@panpacific.com to apply.

We thank all candidates for their interest but only those shortlisted will be contacted.


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