Reports To: Guest Services Manager and Guest Services Supervisor
Position Overview:
The Guest Services Coordinator serves as a key team lead within the Guest Services department. This role supports the daily operation of ticket sales, guest relations, and front-line team coordination. Acting as a liaison between agents and leadership, the Coordinator oversees the performance of the Guest Services team and steps into a supervisory role when the Manager or Supervisor is off duty.
The Coordinator is expected to demonstrate in-depth knowledge of all Guest Services procedures and systems (especially RTP), and be capable of resolving guest concerns, supporting team members, and ensuring operational consistency.
This is a full-time seasonal position (early November to early May), requiring availability 5 out of 7 days per week, including evenings, weekends, and holidays. Standard probationary conditions apply as per Alberta Employment Standards.
Job Duties/Responsibilities:
Support the training and onboarding of new Guest Services Agents
Provide informal feedback and coaching to staff on an ongoing basis
Enforce company policies, procedures, and standards
Delegate tasks to agents and ensure accountability
Cash float distribution to all departments
Sell window tickets/ season passes and apply discounts when required
Handle cash, credit card and debit transaction while using a computerised system (RTP)
Troubleshoot RTP-related issues and support agents in resolving system errors
Review and validate all Guest Service Agent cash-outs. Identify and communicate necessary corrections
Compile and organize all departments finalized cash outs for pick up
Complete daily deposit for all departments
Complete daily, weekly and monthly reports on data for 3rd party programs. Perform all changes and fixes
Assist in handling guest complaints; escalate more serious concerns to Supervisor as needed
Be knowledgeable about our property
Develop relationships with third-party companies and be able to create bookings on their behalf
Receive and distribute all external ticket orders
Assisting accounts receivable with balancing accounts for all clientele and partners
Oversee ticket sellers in all the above-mentioned tasks
Delegate additional tasks as required to Guest Service Agents
Coordinate breaks and shift turnovers/ends for Guest Service Agents
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:
Prior Guest Services or front-facing customer service experience preferred
Previous team leadership experience considered an asset
Strong conflict resolution skills
Business / Finance experience
Experience in a related industry preferred
Demonstrated organizational skills
Cash handling and numeracy skills
Ability to work well under pressure, i.e. during busy periods.
Core Competencies:
Ability to remain calm and poised in urgent situations
Leadership skills
Excellent communication and interpersonal skills
Analytical skills
Strong organizational skills
Strong computer skills (Word, Excel, RTP, POS)
Good money handling skills
Professional deportment with excellent customer service skills: experience dealing with all on-hill patrons.
Attributes:
Strong team member that can take direction
Motivated and observant; able to perceive needed tasks and complete them without direction
Self-aware; able to identify strengths and gaps in own abilities and training
Able to use taught skills and previous experience to problem solve
