Guest Service Manager jobs

Job Summary

Gostlin Keefer Lake Lodge is seeking an experienced and proactive Guest Relations Manager to lead the Guest Relations department at our luxury, off-grid, lakeside mountain lodge in British Columbia.

This role oversees all guest communications including pre-arrival coordination, booking administration and processes, and on-site guest experience across Catskiing programs, Weddings, Corporate Retreats, and Private Events.

The Guest Relations Manager leads the Guest Relations team, owns departmental systems and standards, and works closely with senior leadership, operations teams, and marketing to ensure smooth delivery and sustained growth in both guest experience and bookings.

This is a hands-on leadership role requiring strong organizational skills, attention to detail, and the ability to remain calm and solutions-focused in a dynamic, remote environment.

Key ResponsibilitiesDepartment Leadership & Team Management

• Lead, and support the Guest Relations team
• Set daily priorities, delegate workflows, and manage coverage during peak periods
• Conduct onboarding, training, coaching, and regular performance check-ins
• Maintain consistent service standards and quality control across all guest communications
• Foster a positive, professional, and collaborative team culture
• Identify staffing needs and participate in recruitment as required

Guest Relations & Booking Oversight

• Oversee all guest inquiries, reservations, and pre-arrival coordination
• Review and approve proposals, contracts, and booking documentation
• Ensure accuracy of pricing, billing details, deposit tracking, and payment schedules
• Manage complex or escalated guest inquiries and service recovery situations
• Maintain CRM accuracy, database integrity, and reporting consistency

Sales, Marketing & Lead Growth

• Collaborate with the Marketing team to support booking growth across all programs
• Contribute to the development and execution of sales strategies that convert leads into confirmed bookings
• Track and analyze where bookings originate (marketing channels, referrals, repeat guests, campaigns)
• Maintain clean lead-source data within the CRM to support accurate reporting
• Use booking and lead data to identify trends and opportunities for growth
• Provide insights to leadership and marketing to help pivot marketing focus and budget based on performance and conversion data

Event, Program & Operational Coordination

• Lead guest coordination for Weddings, Corporate Retreats, and Catski programs
• Develop and maintain event timelines, operational documents, and guest itineraries
• Collaborate with Operations, Lodge, Kitchen, and Mountain teams to align guest expectations with on-the-ground delivery
• Attend and contribute to weekly operations and leadership meetings
• Provide on-site leadership presence during major programs and events

Systems, Processes & Continuous Improvement

• Maintain and improve departmental systems, templates, and workflows
• Identify opportunities to improve efficiency, communication, and conversion rates
• Ensure Guest Relations processes align with lodge operations, marketing initiatives, and seasonal priorities
• Support forecasting, reporting, and performance reviews related to bookings and guest experience

On-Site Guest Experience Leadership

• Act as a primary Guest Relations point of contact on-site during programs when required
• Support guest arrivals, orientations, and departures when required
• Lead service recovery and guest issue resolution with professionalism and discretion
• Represent the lodge in a calm, confident, and polished manner at all times

Skills & Qualifications

• Strong leadership experience in guest relations, hospitality, tourism, or events
• Proven ability to manage and develop a team
• Experience supporting or collaborating on sales and marketing initiatives
• Strong organizational skills and high attention to detail
• Excellent written and verbal communication skills
• Comfortable working with CRM systems, lead tracking, and reporting data
• Confident decision-maker with strong problem-solving abilities
• Calm, adaptable, and professional under pressure
• Willingness to work in a remote, rotational environment

Salary & Schedule

• $32–$40 per hour, based on experience
• Participation in gratuities program
• Shared staff accommodation and meals provided during scheduled on-site work rotations
• Combination of on-site rotational work and remote administrative days
• Schedule aligned with seasonal program calendar

Why Work with Us

• Senior leadership role within a year-round luxury adventure operation
• Opportunity to shape guest experience, sales strategy, and team development
• Work across Catskiing, Weddings, and Corporate Retreats
• Staff accommodation and meals during rotations
• Staff appreciation and recognition programs
• Access to lodge activities including Catskiing, hiking, paddling, and more
• Supportive leadership team in a breathtaking wilderness setting

Location

Keefer Lake Lodge is located in a remote backcountry setting near Cherryville, BC. Daily commuting is not feasible for most applicants. Shared staff accommodation and meals are provided during scheduled work rotations.

Ready to Join Us?

Please send your resume and cover letter to jobs@keeferlakelodge.com
Subject line: Guest Relations Manager Application

Pay: $32.00-$40.00 per hour

Benefits:

• Company events
• Dental care
• Discounted or free food
• Extended health care
• On-site gym
• Work from home

Work Location: Hybrid remote in Keefer Lake, BC