Guest Experience Manager

6 days ago

Tofino, Canada Wickaninnish Inn Full time

Join our Administration Team as the Guest Experience Manager, where you have the opportunity to learn and grow in a Relais & Chateaux property, also recognized by Forbes, Michelin (Two Keys), AAA 4-Diamond, and T&L’s World's Best Hotel.

We are dedicated to fostering a culture of belonging where every individual is appreciated and valued for who they are. We are passionate about providing a supportive environment for our team, delivering excellence to our guests while achieving the highest sustainability practices, and creating a lasting legacy for our families and communities.

The Guest Experience Manager embodies the Wickaninnish Inn's mission and service philosophies. As a proactive member of the Leadership Team, this role oversees the design and delivery of training workshops, including Orientation and service excellence programs, while maintaining up-to-date resources and presentations. The Guest Experience Manager works collaboratively with department managers to identify training needs, provides one-on-one coaching, and supports team development.

**As a Guest Experience Manager, you will**:

- Be an example of the mission statements of the Inn and constantly ensure the “5 C” standards of Relais & Chateaux, AAA, Forbes, and Wickaninnish service philosophies are followed.
- Lead by example and be a proactive member of the Leadership Team of the Wickaninnish Inn.
- Facilitate in-house seminars/workshops such as “Meet the Team”, “You are the Experience”, Leadership Orientation and Trainers Network.
- Create new training seminars/workshops as required.
- Responsible for keeping all presentations, training documents, and photos associated with the above seminars/workshops up to date and relevant.
- Work with Department Managers on addressing need for one-on-one service training of team members, perform one-on-one service training and maintain relevant reports and evaluations.
- Maintenance and creation of videos used for MTT, and training purposes.
- Be fully trained in Front Office, Spa, Housekeeping, and Restaurant and be able to correctly demonstrate procedures in each Department.
- Be available for Departmental meeting coverage such as Spa, Front Office, and The Pointe Restaurant.
- Facilitate new team member Orientation.
- Be the point person for outside facilitators/instructors such as First Aid, etc.
- Maintain resource library for team members to access.
- Previous experience in a service rich environment such hotel or restaurant.
- Previous public speaking experience and significant level of comfort in delivering content to a large audience in an energetic, relevant and engaged format.
- Excellent working knowledge of Microsoft Office programs, video editing software and Canva is required.
- Strong Human Resources skills are required; oral and written communication skills, ability to connect with team members, and ability to follow up with team members efficiently; sound judgment.
- Strong organizational skills, attention to detail, ability to multi-task, and ability to work autonomously are necessary.
- Must be able to work weekends and holidays.
- Ability to make 2-year commitment in this position.

**Salary/Wage**: $52,000 - $58,000 per year.

**How to Apply**:

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