Customer Experience Manager

1 day ago

Lethbridge, Alberta, Canada Westmont Hospitality Group Full time $60,000 - $120,000 per year

Job Summary

The Customer Relations Manager is a dynamic leadership role responsible for driving hotel revenue through strategic sales initiatives while overseeing the daily operations of the Front Office and Guest Services. This position blends proactive business development with hands-on guest experience management, ensuring both financial performance and service excellence. The successful candidate will lead sales efforts, manage front desk operations, and foster strong relationships with clients, guests, and internal teams to meet and exceed hotel objectives.

Key Responsibilities

Sales & Revenue Generation

  • Develop and execute hotel business and sales plans in collaboration with the General Manager
  • Identify and pursue new business opportunities through cold calls, networking, and digital research
  • Conduct inside and outside sales calls to secure group, corporate, and repeat business
  • Represent the hotel in the local community and at industry events
  • Collaborate with corporate and regional teams on promotions and marketing initiatives
  • Utilize Opera sales system in compliance with brand standards
  • Monitor industry trends and competitor activity to inform strategy
  • Achieve monthly, quarterly, and annual revenue targets across rooms, F&B, and banquets

Guest Services & Front Office Operations

  • Oversee all aspects of Front Office operations including Guest Services, Reservations, and Night Audit
  • Ensure brand standards and service excellence are maintained at all times
  • Recruit, train, and develop front office staff to deliver outstanding guest experiences
  • Monitor guest satisfaction and implement corrective actions as needed
  • Manage inventory, uniforms, printed materials, and financial transactions
  • Schedule and support Managers on Duty for after-hours coverage
  • Implement and maintain company policies and procedures
  • Administer yield management systems to optimize RevPAR
  • Act on guest feedback and promote a service empowerment philosophy

Qualifications & Skills

  • 3–4 years of hotel sales and front office management or Supervisory experience
  • Proven ability to build business relationships and close deals
  • Strong leadership, coaching, and team development skills
  • Excellent communication, negotiation, and presentation abilities
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint)
  • Familiarity with Opera or PEP or Hotel Key or  similar hotel management systems
  • Ability to work flexible hours including evenings, weekends, and holidays
  • Must have own vehicle and willingness to travel as required
  • High degree of professionalism, organization, and time management

 Mental & Physical Effort

  • High level of attentiveness and multitasking in a fast-paced environment
  • Frequent standing, walking, and computer work

  • Ability to manage dynamic deadlines and handle frequent interruptions

WORKING CONDITIONS

 Governed by concurrent and dynamic deadlines, despite conflicting priorities and frequent interruptions.
 Constantly handling of queries and calls from guests, potential guests, and other departments.
 Must have own vehicle and willingness to travel to events as required.
 Occasionally required to travel.

 Must be able to work flexible hours, mornings, evenings, Nights, weekends & Holidays.

Reporting Structure

Reports directly to the General Manager and Director of Sales & Marketing. Operates with minimal supervision and is empowered to make decisions aligned with hotel policies and objectives.

Please Note:   This Job Description is not neither definite nor restrictive and may be modified or added to in the future to meet changing needs.

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