Guest Experience Manager - Inn at Canaan

Do you believe the best hospitality isn’t about rooms—it’s about becoming the trusted local expert who turns a mountain getaway into the trip guests never stop talking about? 

At The Inn at Canaan, we’re looking for a creative, hands-on hospitality leader to build something rare: a true “Concierge to Canaan.” 

Nestled on 10 scenic acres at 4,000 feet in the heart of Canaan Valley, West Virginia, our 22-room inn (18 rooms + 4 two-bedroom suites) is the perfect base camp for outdoor adventurers, families, and weekend explorers. Guests come for Blackwater Falls, Dolly Sods Wilderness, three ski resorts within 10 minutes (Timberline, Canaan Valley Resort, and White Grass), world-class trout fishing, mountain biking, and the charming towns of Davis and Thomas with their galleries, live music, and breweries. On property they find our 18-hole mini-golf course (complete with Glow Golf nights), fire pit, and the kind of cool mountain air that makes July feel like heaven.  This is not a traditional hotel operations role. This is your chance to design and own the entire guest experience culture from the ground up at a small, high-potential property managed by a rapidly growing company. 

What You'll Be Doing:

As the Guest Experience Manager, you'll lead the daily operations of the hotel while focusing on what matters most—our guests.

• Serve as the creative force and public face of the Inn, transforming us into the definitive “Concierge to Canaan.”
• Champion an exceptional guest experience from arrival through departure, ensuring every interaction exceeds expectations.
• Lead by example, maintaining a visible presence throughout the hotel and building meaningful relationships with guests, team members, and the local community.
• Invent and execute memorable on-property experiences: live music nights, local artist events and pop-ups, mini-golf competitions and leagues, outdoor gear exhibits/sales (ski/snowboard, fishing, climbing), themed evenings around the fire pit, and more.
• Inspire, coach, and develop a team that shares a passion for hospitality and service excellence.
• Foster a positive workplace culture built on teamwork, accountability, recognition, and continuous improvement.
• Build a curated network of trusted local partners—artisans, fly-fishing guides, ski pros, climbing trainers, mountain guides, and outfitters—who become extensions of the Inn’s brand.
• Turn every guest interaction—from arrival to departure and beyond—into a reason they return and recommend us.
• Oversee daily hotel operations, ensuring departments work together seamlessly to provide an outstanding guest experience.
• Support revenue growth through thoughtful pricing strategies, operational efficiencies, and outstanding service that keeps guests returning.
• Assist in developing and managing hotel budgets while maintaining financial performance goals.
• Inspire, coach, and grow a small, passionate team that shares your obsession with creating “wow” moments.
• Stay current with hospitality trends and continually seek innovative ways to elevate the guest experience.

Full time team members are eligible for a comprehensive benefits package including:

• Medical, dental, vision, and life insurance
• 401(k) retirement plan
• Short term and long term disability
• Paid holidays, vacation, personal, and sick time
• Relocation assistance negotiable as part of the offer
• Employee discount programs through HR partner LL Roberts

Compensation: $50,000 - $55,000 based on experience

What We're Looking For:

• 2-4 years of hotel leadership, hospitality management, or guest services experience (or equivalent).
• Previous experience supervising, coaching, and developing teams.
• Genuine passion for outdoor adventure, local culture, and creating memorable moments
• Strong relationship-building skills with both guests and community partners
• Comfortable balancing creative experience design with day-to-day operational leadership
• Excellent communication, organization, and problem-solving skills
• Proficiency with Microsoft Office / Google Workspace
• Hospitality or related degree preferred; equivalent real-world experience equally valued
• Outstanding communication and interpersonal skills
• Strong organizational and problem-solving abilities
• The ability to balance guest satisfaction with operational and financial performance

You'll Thrive Here if You:

• Lead with heart and creativity
• Love being the person guests remember years later 
• Get energy from building something new rather than following a rigid playbook 
• Enjoy a hands-on mountain environment
• Want your work to have visible impact every single day 

Why Join The Inn at Canaan?

At Inn at Canaan, hospitality is more than a service—it's our culture. We believe every interaction is an opportunity to create lasting memories for our guests while building a workplace where our team members are supported, empowered, and proud of what they do.

If you're ready to lead with heart, inspire an incredible team, and help create unforgettable guest experiences in one of West Virginia's most beautiful destinations, we'd love to meet you.