Advisor, Guest Experience

Year Round

Why join CMH?
We work hard, we play hard, and we have the best time doing it. Our mission is to guide our staff and guests through life-changing mountain experiences, and our vision is to be recognized as the world leader of guided mountain experiences – by our guests, our employees, our partners, and our communities. We're all drawn to CMH for different reasons, but we stay for the people–both employees and guests–who are brought together by a unique shared passion for skiing, riding, the mountain world, and life in general. CMH is where mountain magic happens!

Things that are important to us:

• Safety as a cornerstone.

• Share our passion – every day.

• Always act with integrity.

• We work as a team.

• Aim for best.

• Balance our social, fiscal, and environmental responsibilities.

Things that are important to you:

• The opportunity to build lifelong friendships with staff and guests from around the world.

• Working for a company that stands behind its mission, vision, and values.

• An inclusive and rewarding company culture where employees are valued and supported.

• Explore and work at a world-class mountain destination.

• Enjoy meals created by culinary professionals that incorporate fresh, local ingredients.

• Work with hospitality professionals that take pride in providing a high-end guest experience.

• An opportunity to grow and learn in a work environment that promotes feedback and development.

• Discounts with brand partners and on CMH merchandise.

• Opportunities to heli-hike and heli-ski, as available.

CMH is honored to operate in the traditional territories of the Ktunaxa, Secwépemc, Syilx, Sinixt, Carrier (Dakelh), and Stoney Nakoda Nations.

Position Title: Advisor, Guest Experience

Company Name: CMH Heli-Skiing & Summer Adventures

Reports To: Manager, Guest Experience

Location of Work: Banff, Alberta

Job Status: Full-time, Year-Round

FLSA Status: Non-Exempt

Number of Positions: 5

Direct Reports: 0

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 our 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 ambassador of CMH, the Guest Experience Advisor provides highly personalized support from initial booking through first travel experience to ongoing, post-travel engagement & retention, ensuring that every touchpoint reflects our commitment to elevated service and unforgettable mountain experiences.

Essential Duties and Responsibilities

Guest Relationship Management

• Build strong, 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—from initial booking to post‑experience engagement.
• Maintain accurate and detailed guest profiles, preferences, history, and special requirements to anticipate needs and personalize service.
• Collect, process, and accurately record guest payments and follow up on outstanding payment balances.

Service Excellence & Anticipatory Care

• Delivering proactive, anticipatory service that exceeds expectations and reflects a deep understanding of luxury adventure travel.
• Identify potential guest needs before they are expressed; offer personalized recommendations and thoughtful enhancements.
• 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 to ensure the ideal match between guest expectations and program offerings.
• Maintain deep product knowledge and keep guests apprised of programmatic changes.
• Promote upgrades, add‑on services, and repeat bookings through consultative, relationship-driven sales.
• Work closely with Guest Services, Logistics, Marketing, Operations, and Hospitality teams to ensure accurate reservations and flawless execution of every detail.
• 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 and uphold our standard of excellence.
• 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.

All employees under the management level will support the implementation of CMH health and safety and sustainability initiatives and participate in training and provide assistance as required during emergency response situations.

Minimum Qualifications

• Post-secondary education in a related field.
• Minimum 2 years’ experience in a professional sales or guest services setting.
• 3+ years of experience in the luxury hospitality, ski or adventure travel industry

All CMH employees will demonstrate integrity, discretion, and critical thinking, along with adaptability and effective problem-solving skills. A positive, collaborative working style is essential, with the ability to build meaningful relationships with key internal and external stakeholders. Strong organizational skills, attention to detail, and strategic planning abilities are crucial. The candidate must be able to communicate clearly, effectively, and in a timely manner, maintaining professionalism and confidentiality in all interactions. Proficiency in Microsoft Office and the ability to quickly learn other relevant software platforms are important, as is the ability to prioritize tasks in a fast-paced environment with fluctuating seasonal workloads and changing priorities. The role requires a trustworthy, goal-oriented, respectful, and self-directed individual who can navigate complex responsibilities. Additionally, the candidate must have the confidence to interact with all levels of the company, including those in remote locations within a hub-and-spoke model.

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 is required, at times, to work on evenings, weekends, and holidays based on the needs of the business.
• This position may require occasional travel to CMH areas, as well as some travel to industry functions on an occasional basis.
• 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. Each employee will contribute to the company's success while also having the opportunity to achieve their full potential as individuals.

Other Duties as Assigned

This position description is an overview of the scope of responsibilities for the role described above. With the evolution of CMH, 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 the flexibility and 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**