Guest Services, Sales and Marketing Manager

4 weeks ago

Tofino, Canada Maaqutusiis Hahoutlhee Stewardship Society Full time

_**About Tofino Wilderness Resort**_

Nestled in the heart of traditional Ahousaht territory, Tofino Wilderness Resort offers a unique blend of luxury and culture. The resort features 16 guest rooms, a restaurant and lounge, spa facilities, a distinctive longhouse, and adventure equipment. Previously known as Quait Bay Floating Lodge and Clayoquot Wilderness Resort, the property was recently acquired by Maaqutusiss Hahoulthee Enterprise Inc. (MHEI) and is set to reopen in summer 2025. Alongside seasonal eco-tourism (May-October), the resort will host healing and wellness programs for youth and adults.
- **About MHEI**_

MHEI is dedicated to fostering economic development that benefits the ʕaḥuusʔatḥ musčim. We adhere to the principles of transparency, equity, and accountability while upholding our core values: Iisʔaḱstaƛ (respecting one another), Haaḥuupstaƛ (teaching one another), Ya?akstaƛ (caring for one another), and Huupiił’aƛ (helping one another).
- **What You’ll Do**_

The **Guest Services, Sales and Marketing Manager**is responsible for overseeing guest services, driving sales, and leading marketing initiatives for the property. This role is a dynamic blend of operational leadership and strategic sales and marketing responsibilities. The manager will ensure a superior guest experience while also working to increase occupancy and brand visibility. This position requires a proactive, customer-focused individual with expertise in hospitality management, sales, marketing, and team leadership.

**Key Responsibilities**

**1. Guest Services Leadership**
- Lead and manage guest services at the resort and set an exemplary example for all staff to follow.
- Be the point person from guest inquiry, creating bookings and welcoming the guests onsite.
- Ensure exceptional guest experiences by developing service standards, implementing guest feedback systems, special requests and resolving guest complaints in conjunction with the General Manager.
- Oversee the daily operations of guest services, ensuring smooth check-ins, check-outs, and effective communication between all resort teams.

**2. Sales and Revenue Management**
- Drive sales strategies and identify revenue-generating opportunities.
- Work with the general manager to develop and maintain relationships with corporate clients, travel agencies, event planners, and group bookings.
- Implement pricing strategies, promotions, and packages that maximize revenue while maintaining competitive positioning in the market.

**3. Marketing Strategy and Brand Development**
- Work in conjunction with the resort digital media manager.
- Develop creative strategies for brand positioning, helping to differentiate the property in a competitive market.
- Attend special events as requested to represent and promote the property.

**4. Special Events and Promotions**
- Plan and coordinate special events to drive and increase market sectors
- Promote exclusive deals, seasonal packages, and loyalty offers to drive customer retention and encourage repeat yearly visits.

**5. Cross-Departmental Collaboration**
- Collaborate with the food and beverage, housekeeping, and activities departments to ensure marketing and guest services strategies align with operational capabilities.
- Work with all resort employees to ensure seamless communication between guest services and sales/marketing efforts.
- Assist the leadership team with aligning marketing strategies and guest experiences with the overall brand vision and business objectives.

**6. Reporting and Analytics**
- Track, analyze, and report on key performance indicators (KPIs), sales goals, and marketing campaign effectiveness to senior management.
- Monitor guest satisfaction metrics, including guest reviews, surveys, and online reputation, and implement changes based on feedback.

**7. Budget and Resource Management**
- Manage the budget for guest services, sales, and marketing departments, ensuring cost-effective use of resources while achieving revenue goals.
- Allocate marketing and sales resources to the most effective channels, campaigns, and promotions based on performance data.
- **What You Bring**_

**Qualifications**:

- Bachelor’s degree in Marketing, Hospitality Management, Business Administration, or a related field.
- 4+ years of experience in guest services, sales, and marketing, preferably in a hospitality or tourism environment.
- Strong leadership skills with experience driving collaboration across departments.
- Proven ability to develop and execute sales and marketing strategies that drive revenue and brand awareness.
- In-depth knowledge of digital marketing, including SEO, SEM, social media advertising, and content marketing.
- Strong communication skills (both written and verbal) and the ability to interact with a wide range of stakeholders, including guests, team members, and business partners.
- Excellent organizational skills, attention to detail, and the ability to manage multiple tasks and projects si

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