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Added 26 mins ago
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Castle Mountain Resort

Guest Services & Accommodations Manager

AB, Canada
Alberta, Canada, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Apr 17, 2027
Experience: 5+ years of progressive leadership experience in hospitality, resort, or reservations operations, including supervision of supervisors or multiple teams
Working hours: 40 hours per week
Posting language: English
Posted: Oct 19, 2026

Original job description

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. We're not owned or operated by a large ski conglomerate. Castle belongs to a group of local skiers and riders who are passionate about steep terrain and great snow - and it shows in everything we do. Operational decisions happen right here (head office: the basement of the Day Lodge), while our long-term direction is set by a volunteer board of directors representing more than 200, predominantly local, shareholders. Want to know more, including staff perks? Visit: https://www.skicastle.ca/employment/

Position 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. Come work with us in the beautiful South Canadian Rockies!

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. More information on our location and our resort can be found at skicastle.ca.

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.

Apply About employer

More about this job

Responsibilities

Lead the Accommodations and Guest Services teams, including their supervisors, and oversee staffing, service standards, and coordination across resort departments. Manage reservations and booking performance, monitor occupancy and revenue metrics, oversee guest experience from booking through checkout, and support budgets, reporting, and operational planning.

Requirements

Requires at least five years of progressive leadership experience in hospitality, resort, or reservations operations, including supervising supervisors or multiple teams. Candidates should have PMS and booking-platform knowledge, experience with occupancy and rate strategy, strong guest-service and financial skills, and the ability to work flexible hours; related post-secondary education is an asset.

Skills

Hospitality Leadership
Team Management
Supervisor Coaching
Reservations Management
Property Management Systems
Revenue Management
Occupancy and Rate Strategy
Budget Management
Performance Reporting
Guest Service
Service Recovery
Staff Recruitment and Training
Seasonal Workforce Planning
Guest Experience Improvement

Benefits

Health and Dental Benefits
Full Mountain Season Pass
Spouse and Dependent Season Pass Eligibility
Employee Discounts
Resort Reciprocal Access

Visa sponsorship

Not detected in the job text

Keywords

Accommodations
Guest Services
Hospitality
Resort Operations
Reservations
Property Management System
Booking Platforms
Online Travel Agencies
Occupancy
Average Daily Rate
Booking Pace
Revenue Management
Conversion Rate
Guest Satisfaction
Group Bookings
Corporate Bookings
Package Bookings
Negotiated Rate Agreements
Front Desk
Concierge
Guest Communications
Service Recovery
Seasonal Staffing
Budget Management
Performance Reporting
Health and Safety
Employment Legislation

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