Senior Regional Manager, Digital Guest Experience

Fairmont Jasper Park Lodge is embarking on an exciting transformation as we reposition our iconic mountain resort through a multi-phase renovation cycle. This is a once-in-a-career opportunity to help redefine a world-class destination, blending nature, luxury, and heritage into a reimagined guest experience. 

This role is pivotal in supporting and driving the shared vision of enhancing the guest experience through digital touchpoints while increasing the value proposition for guests visiting Fairmont Banff Springs, Fairmont Chateau Lake Louise, Fairmont Jasper Park Lodge, Chateau Whistler, and Rimrock Banff, Emblems Collection.  Reporting to the Senior Regional Director, Marketing & Experience, this role is responsible for supporting the digital guest experience, driving platform performance, managing project planning, cross-functional collaboration, and content programming across all properties throughout the region.  In addition, this role is integral in further positioning and incorporating guest experiences throughout digital marketing touchpoints in partnership with the property and regional marketing teams.  

Summary of Responsibilities: 

• Oversee and manage all service ticket streams, including open tickets, backlog, and priority items, ensuring timely resolution and alignment with operational needs  
• Conduct ongoing QA reviews of the Guest Experience Platform, including user experience (UX), content accuracy, and programming functionality  
• Ensure a minimum of six months of forward programming is consistently maintained across all live properties  
• Manage and oversee product and upsell content, updates, and platform uploads to ensure accuracy and brand consistency  
• Support property onboarding, including system setup, training, and ongoing operational guidance for on-property teams  
• Lead the operational implementation of new products and features within the platform, ensuring successful rollout and adoption  
• Identify and execute product performance enhancements based on user feedback, analytics, and operational insights  
• Collaborate with cross-functional teams including operations, marketing, and 3rd party partners to ensure alignment and continuous improvement  
• Monitor platform performance and guest engagement metrics, recommending improvements to enhance the digital guest experience  
• Ensure all digital touchpoints reflect brand standards and deliver a consistent, high-quality guest experience  
• Host and moderate regional performance calls with operational teams 

• Minimum 5 years of managerial experience, preferably within hospitality or resort operations  
• Strong background in project management with the ability to manage multiple priorities and deadlines  
• Experience in hotel or resort operations, with a focus on guest services or activities programming considered an asset  
• Proven ability to lead cross-functional initiatives and drive results in a fast-paced environment  
• Strong attention to detail with a focus on quality assurance and continuous improvement  
• Excellent communication, organizational, and problem-solving skills  
• Ability to adapt to evolving technology platforms and support digital transformation initiatives  

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Job Perks & Benefits:

• Subsidized staff accommodation assistance provided 
• Salary starting from 80,000 to 85,000 gross annually, based on previous experience and education
• One complimentary meal per shift in our staff cafeteria
• Employee travel program with discounts on room rates as well as on food & beverage at Fairmont & Accor properties world-wide
• Access to the Mountain Explorer Travel Program – exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Fairmont Resorts in Banff, Lake Louise & Whistler (subject to availability)
• Comprehensive wellness platform for employee mental health and wellbeing support
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, and Fairmont Jasper Park Lodge Golf Course
• Automatically added to our resort’s Colleague Lifestyle Program which includes access to staff activities and events
• Opportunity to develop your talent and grow within Fairmont Jasper Park Lodge and over 5,000 properties with Accor

Apply Today: Whether you're just launching your career or looking for a new adventure, we invite you to visit https://www.jasperparklodgejobs.com  to learn more about Fairmont Jasper Park Lodge and the extraordinary opportunities that exist within our resort!

We encourage you to let us know if you require any accommodations through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: JPL.careers@fairmont.com