Guest Services & Accommodations Manager

Who We Are: Southwestern Alberta is where you’ll find us, in the rugged and legendary Canadian Rockies. Castle is as authentic as it gets. Hard-working, hospitable, and here for the powder — that’s what we’re all about. With just over 200 employees, we’re a small, passionate team of winter enthusiasts, and you’ll quickly find you’re right at home here. If that sounds like you, we want you on our team.

Overview: Castle Mountain Resort is seeking an experienced front-facing service manager to provide leadership across our Accommodations and Guest Services functions. This role is responsible for the strategic and day-to-day management of two closely linked teams, ensuring a seamless booking-to-arrival guest experience while driving reservation revenue, occupancy, and service standards resort-wide. As a senior manager, you will lead the Accommodations team and the Guest Services team, including direct oversight of their respective Supervisors, and will act as the primary point of accountability for reservations performance, front-line service delivery, and cross-departmental coordination during peak operating seasons and shoulder periods alike.

What We Offer You:

• Health and dental benefits (eligible after 3 months of continuous employment)
• Full mountain season pass. Also eligible for spouse/dependents
• Several employee discounts around the resort
• Wage commensurate with experience
• Full-time, year-round employment (40 hours per week)
• Reciprocals to experience other resorts

Responsibilities:

• Leadership & Team Management: Provide senior management oversight of the Accommodations and Guest Services team, including direct supervision of the Accommodations Supervisor and Guest Services Supervisor. Set performance expectations, provide coaching, conduct regular check-ins, and complete performance reviews for supervisors and, indirectly, their teams. Lead recruitment, onboarding, and training for accommodations and guest services staff in partnership with HR. Build and manage seasonal staffing plans to align labour with forecasted occupancy and guest volumes. Foster a collaborative, service-first culture across both teams, resolving cross-team friction points proactively. Work collaboratively with all resort departments to maintain clear communication, coordinate daily operations, and ensure a seamless guest experience across all areas of the resort.
• Central Reservations & Revenue: Oversee the end-to-end reservations process across all booking channels (phone, email, online, OTA/third-party). Monitor occupancy, ADR, and booking pace; recommend rate and inventory adjustments in coordination with revenue management. Maintain accuracy and integrity of the property management system (PMS) and reservations database. Develop and track KPIs for conversion rate, call/response times, and guest satisfaction scores. Manage group, corporate, and package bookings, including negotiated rate agreements. Manage and maintain strong working relationships with private accommodation owners, ensuring effective communication, operational support, and alignment with resort standards and guest experience objectives.
• Guest Services & Experience: Own the guest journey from booking through check-out, ensuring consistency between reservations promises and on-site delivery. Set and uphold service standards for the front desk, concierge, and guest communications. Serve as an escalation point for complex guest concerns and service recovery. Partner with Housekeeping, Maintenance, and F&B to coordinate arrivals, departures, and special requests. Review guest feedback (surveys, online reviews) and lead continuous improvement initiatives.
• Operations & Administration: Help develop and manage departmental budgets for Accommodations and Guest Services. Prepare regular reporting on occupancy, revenue, staffing, and guest satisfaction for senior leadership. Ensure compliance with resort policies, health and safety standards, and applicable employment legislation. Support annual planning for peak season readiness, including systems, staffing, and process improvements.

Qualifications:

• 5+ years of progressive leadership experience in hospitality, resort, or reservations operations, including supervision of supervisors or multiple teams.
• Strong working knowledge of property management systems (PMS) and reservations/booking platforms.
• Proven track record managing occupancy, rate strategy, and reservations performance metrics.
• Demonstrated ability to lead through others — coaching supervisors, not just front-line staff.
• Exceptional guest service orientation with experience handling escalated or sensitive guest situations.
• Strong financial acumen, including budget management and performance reporting.
• Excellent communication and cross-departmental collaboration skills.
• Ability to work flexible hours, including weekends and holidays, based on different operational needs throughout the year.
• Post-secondary education in Hospitality Management, Business, or a related field is an asset.
• Must be legally entitled to work in Canada.

Where We Are: Castle Mountain Resort is located at the end of Highway 774, near Pincher Creek, AB. This is a remote work location. There is a communal living staff accommodation building on-site for new and returning non-supervisory, seasonal employees.

Work Conditions: This position requires on-site attendance at our remote mountain location. Comfort with extended computer and screen use, along with manual dexterity for desktop and peripheral equipment. Flexibility to work varied hours, including weekends and occasional evenings during peak winter operations.

Equity Statement: Castle Mountain Resort is committed to fair and inclusive hiring practices. We believe in providing equal employment opportunities to all qualified applicants.