Reports To: Guest Services Manager
Position Overview:
The Guest Services Supervisor plays a critical leadership role in the day-to-day operations of the Guest Services Department. This position is responsible for overseeing the full function of the ticket office, managing the sales and distribution of all lift ticket products (including third-party and consignment sales), and ensuring the delivery of exceptional service to guests through in-person, phone, and email interactions.
Working closely with the Guest Services Manager, the Supervisor leads staff scheduling, hiring, training, and performance management. They also coordinate directly with Finance to ensure accurate reporting, balancing, and reconciliation of all monetary transactions.
The Guest Services Supervisor must uphold company standards, ensure compliance with all Alberta Occupational Health and Safety legislation, and cultivate a safe, efficient, and enthusiastic work environment.
This is a full-time, seasonal role with Ski Marmot Basin, running from Mid-October 2025 to Mid-May 2026. The Supervisor is expected to work 5 out of 7 days per week, including evenings, weekends, and holidays, as required. A standard probationary period applies under Alberta Employment Standards.
Job Duties/Responsibilities
Staff & Department Oversight
Oversee all day-to-day operations of the Guest Services Department
Supervise, support, and mentor Coordinators and Guest Services Agents
Work alongside the Guest Services Manager to ensure all staff are effectively trained, scheduled, and supported in the sale of tickets, season passes, Escape Cards, and related products.
Provide ongoing training in procedures, customer service, and POS systems
Conduct performance conversations and corrective action in alignment with company policy, in consultation with the Guest Services Manager
Exercise authority in scheduling, task delegation, and daily operational decisions within the department
Communicate and implement new initiatives and directives from management
Maintain payroll records and ensure staff compliance with company policies and expectations
Coordinate uniform standards, including enforcement of dress code and name tags
Cash Handling & Financial Operations
Balance the main safes and oversee float distribution across departments
Organize and monitor bank and coin runs; ensure sufficient cash-on-hand
Review, verify, and balance all departmental cash-outs; coordinate daily consolidated deposits
Ensure accurate ticket pricing, discount settings, and complimentary file updates in RTP
Troubleshoot RTP and POS issues in collaboration with internal and vendor support teams
Sales, Distribution & Inventory Management
Organize and distribute third-party and consignment tickets (e.g., hotels, tour operators, ski shops)
Monitor ticket and product inventory; restock season passes, vouchers, SM/FS cards, gift certificates, and bus tickets
Support POS and credit card machine function and maintenance
Assist with special group sales, including race events, by organizing tickets for racers and coaches
Guest Relations & Support
Champion a guest-first culture by setting the tone for service excellence
Support team in handling escalated guest issues, complaints, or incidents
Serve as point-of-contact for sensitive lost and found items (wallets, phones, etc.), including coordination with police after 48 hours
Act as a point of contact for front-line response during resort emergencies or unexpected disruptions, including weather closures or power outages; coordinate guest communication and service continuity
Respond promptly to operational challenges such as power outages or high-volume issues
Supplementary:
Respect and adhere to the company’s policies and procedures as set in the “Corporate Policies”, “Employee Handbook” and “Safety Operations Training Manuals”
Understand and adhere to Ski Marmot Basin’s “Harassment Policy” and the company’s “Privacy Policy”.
Qualifications:
2 years Management or Supervisory experience
Business / Finance experience
Financial / accounting software experience
Data management software experience
Strong organizational skills
Strong computer and POS skills (Word, Excel, RTP, POS)
Excellent money handling skills.
Core Competencies:
Demonstrated leadership for communicating with different departments, cultures & mind sets to accomplish position objectives and responsibilities
Demonstrated strong prioritization, time management, planning and organizational skills
Analytical thinking and critical problem-solving skills
Customer-focused mindset and commitment to service excellence
Ability to work with tight deadlines
Able to work a flexible schedule
Able to work independently and as part of a team
Be able to deal with urgent and high-pressure situations like power outages and irate or unhappy guests
Demonstrated training abilities for staff.
Attributes:
Professional deportment with excellent customer service skills
Strong initiative with the ability to anticipate needs and solve problems proactively
Trustworthy and capable of working unsupervised.
Motivated and committed to continuous improvement
