Guest Experience Manager - The Wickaninnish Inn

We are a family-owned Relais & Châteaux property located on the stunning West Coast of Vancouver Island and have been creating world-renowned guest experiences since we opened in 1996.

While situated in one of the most beautiful places in the world, the success of the Wickaninnish Inn is based on our visionary leadership, the spirit of our people, and the unwavering passion of our teams. Together we deliver the highest service standards in an engaging and supportive work environment. 

Discover why working at the Wickaninnish Inn will transform your career and give you an opportunity to explore the Pacific Northwest. Wickaninnish Inn Careers

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.
• In conjunction with the HR Administrator, apply for BC Training Grants for purposes of training costs.
• Manage and complete annual applications for awards and designations such as Canada’s Top 100 Employers.
• 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.

Our ideal candidate will embody the West Coast culture, while still being committed to the art of hospitality and pursuit of excellence. They will have:

• 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.

A good relationship is built upon mutual and reciprocal appreciation. We value the time and experience you bring to your work; here are some of the benefits and privileges you’ll have access to alongside your experience at the Inn: Employment Benefits 

By submitting an application, you are attesting that the information given is accurate. As we receive a high volume of e-mails, we are only able to respond directly to you if your resume and interests align with our currently available positions.