Experience Manager - Eleven Revelstoke Lodge

About Us

Eleven Revelstoke Lodge is an adventure lodge located in the heart of the outdoor adventure mecca, Revelstoke, BC. It offers guided adventures and personalized culinary experiences. It is also the home of the Quartermaster Eatery, a fine dining establishment that uses seasonal ingredients from local farms, boutique ranches and wild, sustainable fisheries, to craft exquisite and unique dishes that change with the seasons. Eleven Revelstoke Lodge is looking for a housekeeper to join their fast-paced, dynamic work environment.

Our staff enjoy access to numerous in-house discounts and pro deals, available to all employees. Additionally, we offer health and dental benefits for eligible full-time employees. We are also committed to fostering internal development and providing opportunities to enhance and expand our team's skills.

Position Summary

Eleven Revelstoke Lodge is seeking an enthusiastic and personable Experience Manager to join the team. This role is responsible for managing the entire guest experience from pre-arrival to departure. The Experience Manager will work closely with the guide team, lodge manager, lodge staff, housekeepers, head chef and restaurant manager to provide a high quality guest experience. This position requires 1+ years experience working in hospitality, a valid driver’s license, along with the ability to work well in a team and adapt to an ever-changing environment. The ideal candidate will be able to work a flexible schedule. This is a full-time, seasonal position with potential for summer and winter year round seasonal employment, starting at $4’600- $4’800 CAD/month, based on experience and qualifications. The Winter season runs November to March with the option to renew contract for additional seasons. 

Position Purpose

• Craft and deliver exceptional guest experiences at Eleven Revelstoke Lodge by planning and executing personalized itineraries, collaborating with the lodge and global teams, managing guest requests, and ensuring seamless communication and thorough follow-up, while completing administrative tasks with precision.

Responsibilities/Duties/Functions/Tasks

• Guest Communication:

  • Act as the primary contact for all parties involved in a guest's trip, including the guest, their personal assistant, travel agents, and other relevant stakeholders. Communication will be conducted in person, via email, and over the phone.

  • Maintain strong relationships with guests before, during, and after their stay by promptly responding to WhatsApp messages and emails, regularly checking in, and providing support with travel itineraries and invoicing. Encourage rebooking at Eleven Revelstoke Lodge or other Eleven properties.

• Itinerary Planning & Execution:

  • Plan and draft detailed guest itineraries, ensuring all arrival details are meticulously arranged.

  • Ensure the lodge is set up according to guest preferences prior to their arrival.

  • Be present and readily available during the guest's stay to handle requests, itinerary changes, down-day planning, and more.

  • Serve as a guest liaison, working closely with the Lodge Manager to communicate guest needs and preferences. This includes occasionally chaperoning guests to off-site events or activities and showing them around Revelstoke.

  • Complete all post-trip follow-up tasks, including preparing invoices, compiling trip reports, and handling luggage shipping, promptly.

• Administrative & Operational Duties:

  • Ensure accurate billing and smooth departure procedures.

  • Manage guest details using the Eleven App, ensuring all bookings are correctly entered in Opera, and deposits are accurately recorded. Provide daily logistics updates to the entire team.

  • Work efficiently with Opera, Micros, the in-house PMS, and the Eleven App to track guest preferences, trip details, payments, and more.

  • Communicate tips received to HR once a guest has paid.

  • Maintain all operational Google Drive folders, ensuring they are organized and contain all pertinent client data.

  • Assist the Eleven Sales Team by providing logistical details and support to aid in follow-up sales efforts.

  • Complete all daily assigned checklists and tasks in PLM.

• Property & Equipment Management:

  • Assist with managing back-of-house office supply inventory through tracking, organization, ordering, and restocking.

  • Operate and fully understand in-house technology systems such as Crestron, Lutron, AppleTV, etc., and embrace new technologies as needed.

  • Help maintain the interior and exterior of the property, including general maintenance, landscaping, snow shoveling, equipment upkeep, and attention to decor. Actively identify maintenance needs and communicate them to the appropriate team members via PLM.

• Team Collaboration:

  • Work closely with other managers, taking direction as needed and juggling multiple tasks simultaneously.

  • Maintain a strong knowledge of the various activities offered, including logistics and gear requirements, to upsell activities and add-ons to guests.

Qualifications

• Valid driver’s license.

• 1+ years experience professional hospitality experience.

Special Position Requirements

• Proficiency with Microsoft Office Suite – specifically Microsoft Excel.

• Sophisticated email and verbal communication skills.

• Familiarity with Canva.

• Ability to thrive and confidently deliver high quality work in a dynamic, fast-paced, sometimes loud work environment.

• Flexibility and team orientation to accomplish Eleven goals.

• Personable and friendly presentation.

• Sophisticated communication skills.

• High ethical standards.

• Willingness to work specifically to meet guest needs.

• Willingness to work early mornings and late evenings if need be.

Preferences

• Attention to detail.

• Adaptability to last minute changes.

• Initiative.

• Extensive knowledge of the Revelstoke area.

• Ability to collaborate with a team of diverse personalities.

Work Requirements

• Must be able to lift 50+ pounds

• Must be able to work a flexible schedule with long days and unpredictable hours.

• Must be able to sit at a desk and type at a computer for extensive periods of time.