About

• Role: Guest Experience Manager (Reservations).
• Reports to: Director of Operations / CEO
• Collaborates with: Guest Experience Manager (In-Stay & Experience)

• Role Summary
• As Guest Experience Manager (Reservations focus), you define the first impression of the Whistler Platinum experience. You don’t just manage bookings; you thoughtfully respond to inquiries and guide guests toward the home and experience that best fits their needs. Through a consultative approach, strong guest insight, and timely, personalized communication, you turn interest into personalized stays. With ownership of conversion performance, revenue insights, and the pre-arrival relationship, you ensure every guest journey begins with clarity, confidence, and the elevated service that defines Whistler Platinum.
• This is a hands-on leadership role - you will actively manage guest inquiries while leading and supporting the guest experience team.

About the Role, Benefits & Perks

• Full-time, year-round career role.
• Competitive salary range: $60k - $70k based on experience.
• Performance-based bonus opportunities.
• Whistler Blackcomb season pass or recreational pass
• Eligible to join the extended medical plan (Health, Dental, Life Insurance, Short Term Disability)
• A collaborative and supportive team.
• Supervise and mentor Guest Experience Coordinators.

• Your Profile: The Ideal Candidate
• The Numerate Hands-on Reservation Leader: You are comfortable working with numbers and performance metrics. You understand RevPAR, ADR, and occupancy, and are confident in reconciling reservations, reviewing reports, and making thoughtful adjustments that support accurate inventory and strong revenue performance.
• Digital Native: You have a strong technical aptitude and quickly become proficient in new systems. You navigate PMS platforms and distribution tools with confidence and are always looking for ways to streamline processes and automate routine tasks so you can focus on the guest experience. Experience with vacation rental systems such as Guesty, Track, Hostaway, or Streamline is an asset.
• Naturally Curious about Guests: You aren't satisfied with just a name and a date. You want to know why the guest is travelling and how we can make their stay meaningful.
• Experience: 3+ years of experience in a high-end hospitality reservations or guest services environment, with a strong track record of managing inquiries and converting them into confirmed bookings through responsive, personalized service.
• Polished Communicator & Team Leader: You bring a professional, confident phone presence and exceptional written communication skills. You are comfortable coaching a team to move beyond order-taking to a consultative, guest-focused approach, and you can seamlessly adapt your tone from corporate and efficient to warm and leisure-oriented.
• Whistler Insider (or Passion to Learn): You don't just know the resort; you understand the "Whistler lifestyle." You can speak confidently about Whistler Blackcomb services, the village vibe, and seasonal activity nuances.
• Calm Under Pressure: You thrive in a fast-paced environment and stay composed during peak periods. You are comfortable managing the intensity of a mountain resort’s changeover day culture, stepping in wherever needed to keep both the operation and the guest experience running smoothly.
• Key Responsibilities

• 1. Reservation Leadership, Guest Conversion & Portfolio Expert
• Conversion Strategy: Manage the end-to-end reservation process across all channels (Direct, OTA, and Voice). Convert inquiries into confirmed bookings through timely, knowledgeable, and personalized communication that reflects our luxury service standards.
• The Whistler Expert: Maintain an encyclopedic knowledge of the Whistler Platinum portfolio (layouts, bedding, amenities) and the wider resort (Whistler Blackcomb products, snow lessons, and local events).
• Optimize the Guest Experience & Booking Value: Lead the team to understand each guest’s needs and match them with the right home and services. Identify appropriate pre-arrival enhancements (transport, lift tickets, activities) that add value to the guest experience while supporting overall revenue goals.
• Home Protection: Ensure rental agreements and booking policies are upheld to protect the assets and the relationship.
• 2. Data Intelligence and Curiosity
• Guest Profiles: Maintain and enrich the CRM database, ensuring that guest profiles are detailed and actionable for the In-Stay team.
• Personalize Stays: Conduct "pre-arrival outreach" via phone or email for high-value bookings to personalize their itinerary.
• Collaboration: Lead the daily morning meeting and hand off guest "intelligence" to Guest Experience Manager (In-Stay Lead).
• Data Accuracy: Audit all transactions (Rental Agreements, Itineraries, Confirmations) for precision, ensuring that all billing, deposit, and special request details are 100% accurate before the guest arrives.
• 3. Tech-Savvy Distribution & Performance Management
• Inventory Management: Oversee the accuracy of the PMS, booking engine CMS and third-party extranets. You are responsible for ensuring that "Live" inventory is accurate across all sales channels.
• Reporting: Utilize analytics to report on booking pace, lead times, and source-market trends to support forecasting and informed operational decisions. Complete monthly reporting requirements to third parties.
• 4. Advanced Service Recovery & Judgment
• Complex Problem Solving: Step in as the senior point of contact for complex booking issues or service recovery before the guest arrives in the resort.
• Strategic Initiative: Exercise strong judgment in grey-area situations, prioritizing guest outcomes while balancing business objectives to consistently deliver a Platinum-level experience.
• Why Join the Reservations & Guest Experience Team?
• This is not a back-office role. You’ll work in close partnership with our In-Stay team, ensuring the guest expectations you set during the booking process are delivered seamlessly on the ground.
• With ownership of inquiry conversion, booking performance, and the pre-arrival experience, you’ll have the autonomy to make sound commercial decisions, improve processes, and play a direct role in shaping the personalized, elevated stays that define the Whistler Platinum experience.