Eleven is different than anything anyone has experienced before. So it's really hard to describe in a way people get. Technically, we're an "experiential travel company" with a diverse portfolio of intimate, discrete properties in remarkable corners of the world. At each destination our guided outdoor adventures, unique to that region, await guests of all ages and skill levels. Back in the lodge we provide a comfortable and welcoming vibe that also embraces world class decor and Michelin-level local chefs preparing seasonal foods. No matter how remote - and they can be remote - every lodge upholds a commitment to the environment, impeccably designed accommodations, incredible cuisine, rejuvenating spas, and trust-inspiring guides who lead guests to new dimensions. Available for full-property buyouts to entirely control the experience, our lodges are ideal locations to focus on outdoor activity and to escape monotony in the lap of low-key luxury, outside all public scrutiny. But that description doesn't capture the magic, and magic is hard to explain. No one does what Eleven does. For real. Just ask anyone who's been. We get it.

Position Purpose

• Create and execute once in a lifetime experiences for guests visiting Eleven’s Canada properties by planning intricate and exact itineraries and exceeding their expectations to the best of your ability

• Clearly communicate with guests before, during, and after their trip to tailor make their experience with Eleven and to help secure return business

• Liaise clearly and calmly with all necessary members of the Eleven and Grassy Creek teams to execute all guest itineraries and to exceed guest expectations

• Behave as a leader within the Eleven hospitality team and encourage and support the team to deliver the Eleven product to the highest possible standard everyday

• Manage small and large details related to guest requests and communicate necessary follow-up with pertinent staff

• Work to further the Eleven product by questioning operational norms, proposing solutions, and striving to innovate and streamline the Eleven operation in Canada

Responsibilities/Duties/Functions/Tasks

• Manage the Eleven guest experience by working externally with clients and internally with the operations teams

• Communicate in person, by email, and over the phone with all parties relating to a guest trip including but not limited to the guest, the guest’s personal assistant, travel agents, etc.

• Maintain strong relationships with guests after their departure by promptly sending their final invoice, encouraging them to rebook in Canada or at other properties or through any other means deemed appropriate

• Serve as a guest liaison ensuring that all guest preferences are in order for their visit. Work closely with the General Manager to communicate guest needs

• Complete all trip follow up work in a timely manner. This includes invoices, trip reports, shipping luggage, etc.

• Manage guest details in Experience Cloud

• Commit to working in SalesForce, Opera, Micros, Intelligenz and the PPM, or any other CRM or business management tools, to best track guest preferences, trip details, payment, etc.

• Accurately communicate tips for hospitality staff once a guest has paid

• Maintain all operational Google Drive folders in an organized manner with all pertinent client data

• Track and submit all invoices to accounts payable that relate to a guest’s stay

• Assist the Eleven Sales Team by providing logistical details and support that may help execute sales

• Maintain a strong knowledge of the various activities that Guides offers in Canada including an understanding for the logistics, gear, and guides necessary to execute these activities

• Deliver excellent guest service during all meals and throughout the day.

• Complete all daily assigned checklists and tasks in PLM

• Deliver on direction from varying managers and juggle multiple tasks at one time

• Help manage back of the house inventory through tracking, organization, ordering and restocking

• Operate and fully understand in-house technology systems such as Crestron, Lutron, AppleTV, etc. and embrace new technologies when necessary

• Help maintain the interior and exterior of the property. This will include general maintenance, landscaping, upkeep of all equipment, and attention to decor. Actively work to recognize what maintenance needs to be completed and communicate to the appropriate team members in PLM

Qualifications

• Microsoft Office Suite – specifically Microsoft Excel

• Sophisticated email communication skills

• SalesForce

• Extensive knowledge of the Revelstoke area

Preferences

• Ability to deliver high quality work in a dynamic, fast-paced, sometimes loud work environment

• Flexible team player willing to do anything to complete the Eleven team goals

• Personable, well-liked, friendly

• Sophisticated

• Thrives under pressure

• High ethical standards

• Confident

• Willing to work specifically to meet guest needs – early mornings and late evenings if need be

Work Requirements

• Clean and current driver’s license

• Must be able to lift 50+ pounds

• Flexible work schedule

• Ability to sit at a desk and type at a computer for extensive periods of time

• Travel to other Eleven locations as needed

Performance Review Period: After the season