Job Description

Operations Manager - Hospitality & Guest Experience

Nita Lake Lodge Resort & Spa - Whistler, BC

Employment Type:

Full-time, Permanent

About Us

Nita Lake Lodge is an award-winning 4-star luxury property in the heart of Whistler, BC. Known for our exceptional guest service and stunning lakefront setting, we pride ourselves on creating memorable experiences for our guests from booking to departure.

We are seeking a dynamic, experienced, and guest-focused Operations Manager to lead our Guest Services, Reservations, Bell Team, and Shuttle teams. This senior leadership role is key in shaping and elevating the guest journey while driving operational excellence and revenue growth.

What You'll Do

Lead, mentor, and develop the Guest Services, Reservations, Bell and Shuttle teams. Define and continuously enhance the guest journey from booking to departure. Handle guest concerns and reconciliation opportunities with professionalism and empathy. Oversee all aspects of daily operations, ensuring smooth workflows and service consistency. Evolve and implement Standard Operating Procedures (SOPs) and training programs. Collaborate with the senior leadership team on service improvements and revenue initiatives. Drive guest feedback initiatives, respond to reviews, and implement improvement plans. Manage budgets, forecasts, labor productivity, and cost controls. Partner with the Revenue Manager on pricing strategies, upselling, and occupancy growth.

What We're Looking For

Minimum 3 years' experience

in a senior leadership role in Front Office or similar. Strong background in reservations and hotel operations (asset). Proven decision-making, problem-solving, and conflict resolution skills. Financial acumen including budgeting, forecasting, and scheduling. Excellent communication, interpersonal, and organizational skills. Proficiency in MS Office, PMS systems, booking engines, and extranets. High attention to detail with a commitment to quality service. Willingness to work flexible hours, including evenings, weekends, and overnights as needed.

Why Join Nita Lake Lodge?

Work in a stunning lakeside location in Whistler. Be part of a collaborative, supportive leadership team. Employee perks including staff accommodation options (if available), spa discounts, and F&B discounts. Career growth and professional development opportunities.

How to Apply:

Please submit your resume and a brief cover letter outlining your leadership experience and passion for guest service.

Job Types: Full-time, Permanent

Pay: $70,000.00-$75,000.00 per year

Benefits:

Dental care Discounted or free food Extended health care On-site parking Paid time off Wellness program
Ability to commute/relocate:

Whistler, BC: reliably commute or plan to relocate before starting work (required)
Education:

Bachelor's Degree (preferred)
Experience:

Front Office or a similar hotel operations role? : 3 years (required)
Location:

Whistler, BC (preferred)
Work Location: In person