Position Title Advisor, Guest Experience Company CMH Heli-Skiing & Summer Adventures Reports To Manager, Guest Experience Location Banff, Alberta Job Status Full-time, Year-Round FLSA Status Non-Exempt Number of Positions 5 Date of Last Review April 2026 Desired Start Date May 2026 Posting Close Date This posting will remain open until a suitable candidate is found. The earliest posting close date would be April 30, 2026. Position Overview The Guest Experience Advisor plays a pivotal role in delivering world-class, anticipatory service for guests. This position is responsible for cultivating strong long-term relationships, driving year-over-year bookings, and ensuring every guest feels valued, understood, and exceptionally cared for. As an ambassador of CMH, the Advisor provides highly personalized support from initial booking through the first travel experience to ongoing post-travel engagement and retention, ensuring every touchpoint reflects our commitment to elevated service and unforgettable mountain experiences. Essential Duties And Responsibilities Guest Relationship Management: Build trust-based relationships with new and returning guests to encourage repeat bookings and long-term loyalty; serve as a consistent, reliable point of contact throughout the guest lifecycle; maintain accurate guest profiles, preferences, history, and special requirements; collect, process, and accurately record guest payments and follow up on outstanding balances. Service Excellence & Anticipatory Care: Deliver proactive, anticipatory service that exceeds expectations; identify potential guest needs before they are expressed; provide real‑time support for guests during travel windows, ensuring seamless arrivals, transitions, and on‑mountain experience readiness. Sales, Product Knowledge & Booking Support: Guide guests through booking processes, lodge and program selections, and trip customization; maintain deep product knowledge and keep guests apprised of programmatic changes; promote upgrades, add‑on services, and repeat bookings through consultative, relationship‑driven sales; collaborate with Guest Services, Logistics, Marketing, Operations, and Hospitality teams to ensure accurate reservations and flawless execution; manage cancelled bookings and proactively work to re‑book guests to maximize revenue retention. Operational Coordination: Liaise with Guest Services and Logistics to communicate guest needs, preferences, and special requests; monitor guest itineraries and logistical details to prevent service gaps; assist with guest communication related to weather conditions, schedule adjustments, and operational impacts. Post‑Trip Engagement & Retention: Lead thoughtful post‑experience follow‑ups to collect feedback, recognize loyalty, and foster rebooking; maintain an active re‑engagement strategy for past guests, ensuring year-over-year retention targets are met; leverage CRM tools to track engagement, touchpoints, and guest satisfaction metrics. Collaboration & Cross‑Functional Alignment: Work with the Manager, Heli Sales to provide insights on lead quality, campaign performance, and guest behavior across both brands; collaborate with Guest Experience Advisors to ensure seamless onboarding of newly booked guests. Minimum Qualifications Post‑secondary education in a related field. Minimum 2 years’ experience in a professional sales or guest services setting. 3+ years experience in the luxury hospitality, ski or adventure travel industry. Working Conditions Able to lift, carry, or otherwise move and position up to 20 pounds on an occasional basis. Manual dexterity to operate a computer and other common office equipment on a constant basis. This position may require occasional evenings, weekends, and holidays based on the business needs. May require occasional travel to CMH areas and industry functions. CMH is committed to developing a rich culture, a diverse workforce, and a healthy work environment in which every employee is treated fairly and respected. Other Duties As Assigned This position description is an overview of the scope of responsibilities for the role described above. The responsibilities of this position may change, as may the details that are associated with many of the tasks. During these times of change, this position requires flexibility and a willingness to accept new responsibilities and potentially transfer others. Compensation A competitive compensation package including an attractive base salary and performance incentives will be provided based upon qualifications, experience, and skill set. Further details will be discussed in a personal interview. Benefits And Perks Health and dental benefits after 90‑day probationary period. Group Savings Plan eligibility after the 90‑day probationary period. Paid personal/sick and vacation days. CMH Ski Pass Program. IKON Pass Benefits. Pro deal affiliations with Brand Partners. Opportunities to heli‑hike and heli‑ski, as available. CMH is an equal opportunity employer. EEO Statement CMH is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or other protected classes. CMH is also committed to providing reasonable accommodations for qualified individuals with disabilities and to ensuring that all persons receive fair and respectful employment opportunity. Traditional Territories Statement CMH is honored to operate in the traditional territories of the Ktunaxa, Secwépemc, Syilx, Sinixt, Carrier (Dakelh), and Stoney Nakoda Nations. #J-18808-Ljbffr