Sutton - Room - Manager, Guest Services

The Sutton Place Hotel is situated in the heart of Revelstoke Mountain Resort and is a true ski-in, ski-out luxury condominium style hotel, consisting of three buildings connected by an underground heated parking facility and serviced by a beautifully appointed central lobby. This smoke-free hotel features 205 condominium hotel units, premium amenities, and four on-site dining experiences; Rockford wok | bar | grill, Mackenzie Common Tavern, Revelation Lodge, and La Baguette, located in the village next to the Revelation Gondola.

All condominium hotel units feature luxurious furnishings, modern amenities, and boast spectacular northwest to southwest views across the Columbia River to the Monashee and Selkirk Mountains. Slope side suites capture the scene as skiers and snowboarders descend Mount Mackenzie, home to North America's highest lift-serviced vertical - 1,713 metres / 5,620 ft.

We are currently considering candidates for the following position:

Guest Services Manager

The Guest Services Manager oversees all guest services operations, ensuring the delivery of exceptional, personalized experiences throughout the guest journey. This role leads the guest services team, manages daily operations, and works closely with internal departments to coordinate seamless service delivery. The Guest Services Manager is responsible for maintaining Sutton's luxury service standards, enhancing guest satisfaction, and driving a culture of anticipatory service and continuous improvement.

Key Responsibilities

Guest Experience & Service

· Oversee all guest interactions, ensuring a seamless, personalized experience from pre-arrival through departure

· Manage guest feedback, concerns, and service recovery to maintain high levels of guest satisfaction

· Ensure VIP arrivals, special requests, and personalized itineraries are executed to Cabot’s luxury standards

Operations & Department Oversight

· Oversee daily guest services operations

· Ensure accuracy of guest profiles, preferences, and service delivery across all touchpoints

· Coordinate with Concierge, Housekeeping, Maintenance and other departments to ensure a seamless guest experience

Team Leadership

· Lead, coach, and develop guest services team to drive engagement and service excellence

· Conduct training, onboarding, and performance management aligned with brand standards

· Foster a guest-focused culture rooted in professionalism, attention to detail, and anticipatory service

Administrative & Reporting

· Monitor guest feedback, service trends, and satisfaction metrics to identify areas for improvement

· Support scheduling, staffing levels, and payroll coordination

· Maintain accurate records, reports, and communication with leadership regarding guest experience and service delivery

Qualifications

· Previous experience in guest services, or front office roles within a hotel or resort environment

· Strong understanding of luxury service standards and personalized guest experience delivery

· Proven ability to manage guest concerns, service recovery, and high-touch interactions

· Demonstrated leadership experience, including team supervision, training, and performance management

· Strong organizational, communication, and problem-solving skills

· Flexible availability, including evenings, weekends, and holidays

Skills & Competencies

· Guest-focused mindset with a passion for creating memorable experiences

· Strong problem-solving and decision-making abilities in a fast-paced environment

· Excellent communication and interpersonal skills

· High level of organization, attention to detail, and time management

· Ability to multitask and prioritize competing demands

Benefits

• Rewards & Recognition
• Team rates from $59 per night, Family & Friends rates too!
• 25% discount at our restaurants for up to 6 people
• Discounted Passes/Lift tickets at Grouse Mountain and Revelstoke Mountain Resort
• Ongoing Employee events, incentives & recognition
• Growth Opportunities- Career Advancement starts from Within
• Dedicated Training Program
• Employee Assistance Program (EAP)- Free mental Health Support, Legal & Financial Counselling
• Refer a friend or family and earn money!
• Group Life Insurance, Extended Health, Dental, Vision Care!
• Complimentary Stays
• RRSP Matching
• Milestone Rewards
• Tuition Credit Program

SUMMATION: Submission of resume does not guarantee an interview or an actual transfer. Qualified applicants are encouraged to apply, provided they meet the minimal requirements of the applicable skills required. You must be legally entitled to work in Canada to apply as the employer does not have a Labour Market Impact Assessment (LMIA) that would support a foreign worker. Applications will not be accepted via email or in person. We thank all applicants for their interest in Career opportunities with The Sandman Hotel Group, however, only those applicants we wish to interview will receive a reply to their application.**

**ABSOLUTELY NO PHONE CALLS PLEASE**

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/.