Guest Experience Manager

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Join the award-winning team at Four Seasons Resort and Residences Whistler, honored as the #1 Resort in Canada by Condé Nast Traveler and recipient of Two MICHELIN Keys – a prestigious recognition of exceptional hospitality. We are also proud to be home to Canada’s Best Resort Spa 2024 (World Spa Awards), a reflection of our dedication to thoughtful, elevated guest experiences. At Four Seasons Whistler, we turn moments into memories – not only for our guests, but for our employees too. Grounded in our core values of teamwork, service excellence, and integrity, we foster a culture where thoughtful service and genuine connection create unforgettable experiences every day. Nestled at the base of Blackcomb mountain and steps away from the Upper Village, our alpine retreat has just unveiled a new chapter of modern mountain luxury following recent renovations. Each of our spacious rooms and suites features a cozy fireplace, and nearly all include private balconies with breathtaking views – blending refined comfort with the natural beauty of British Columbia. Our culinary destinations offer equally distinctive experiences. Braidwood Tavern captures the spirit of après with playful craft cocktails and intimate seafood-inspired dinners in a warm, welcoming setting. SIDECUT Steakhouse, Whistler's most premium dining destination, is celebrated for its rare cuts like olive-fed wagyu, decadent seafood towers, and elevated tasting experiences that showcase the best of land and sea. Whether you’re delivering heartfelt service or curating unforgettable stays, you’ll be part of a passionate team at a property that continues to set the standard in luxury mountain hospitality.

The Four Seasons Resort and Residences Whistler is looking for a Guest Experience Manager shares a passion for excellence and who infuses enthusiasm into everything they do.

About the role

The Guest Experience Manager will deliver a seamless, personalized guest experience from pre-arrival to departure. Anticipating needs and ensuring flawless service across departments, you’ll uphold the highest standards of luxury hospitality. With warmth, professionalism, and local expertise, you’ll create memorable moments that inspire guest loyalty.

What you will do

• Send Pre-arrival email to provide upscale guest service experience for the guests throughout their stay. Ensure the rooms are blocked accordingly to the guest preference. 

• Oversee the whole experience including the guest arrival and departure, recognize guest preferences prior to arrival and ensure billing accuracy. Make sure that guests are properly greeted with a warm welcome. 

• Walk VIP rooms and ensure that all preferences have been met as well as amenities. 

• Coordinate and liaise with various departments to ensure the hotel delivers the highest level of guest experience. Communicate aversions and guest information accordingly (F&B, Concierge, Front Desk, Guest Services) 

• Ensure accuracy of guest itineraries.  

• Assist with any Concierge enquiries the guests may have. Respond to all guest requests accurately and promptly, both in person and by phone 

• Utilize Golden to maximize guest recognition and satisfaction. 

• Promote all hotel amenities and programs offered and extend assistance to ensure reservations are made. 

• Assist to lead, train, motivate and develop the team for success, cultivating a strong culture. 

• Develop connections with guests, gather feedback about their stay or specific issues, and actively seek solutions to resolve problems. 

• Actively listen and fully resolve complaints in a timely manner 

• Follow up during guest stay with regards to their experience, meet guests in lobby and restaurant when possible 

• Assist in maintaining good relationships with outside vendors by organizing Product Knowledge sessions 

• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible 

• Whistler Expertise: Share curated local tips and seasonal highlights during guest interactions. Maintain awareness of Whistler village events, trails, dining options, and wellness experiences.   

• Lead and curate unique guest experiences based on guest preferences and stay history to create loyalty  

This list is not all –inclusive and should only be used as an overview of all actual responsibility. 

What you bring

• Minimum 3 years of luxury hotel experience in Front Desk, Guest Experience or Concierge.
• Experience in Concierge is highly preferred
• Minimum 1 year managing a team
• Must have experience in Opera
• Strong leadership & organizational skills required  
• Excellent communication and interpersonal abilities
• Problem-solving and conflict-resolution skills
• Skilled in active listening and providing constructive feedback to support team development

What we offer:

Salary Range: $68,500-$72,500

Housing Allowance

Winter Leisure Pass; ski pass or leisure benefit

Use of the Fitness Facility

Medical, Dental and Sick leave coverage

Employee Travel Program; complimentary and reduced rates at other Four Season

Excellent Training and Development opportunities

Complimentary meal per shift in our employee dining room

Employee Recognition Programs

Dry Cleaning Services

Schedule & Hours:

As our hotel is open 24/7, 365 days a year, we expect our Guest Experience Manager to be flexible in working mornings, evenings, weekends, and holidays.

Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.

Learn more about what it’s like to work for Four Seasons:

http://fourseasons.com/careers

https://www.linkedin.com/company/four-seasons-hotels-and-resorts

https://www.youtube.com/watch?v=lzq78MIkT2s&t=3s

Learn more about Four Seasons Whistler on Social Media:

Instagram: @FSWhistler

Twitter: @FSWhistler

Facebook: https://www.facebook.com/FourSeasonsResortWhistler/

We look forward to receiving your application!

*Our organization is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of gender, ethnicity, religion, sexual orientation, age, disability or any other basis protected under provincial or federal laws.