About the role
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
About the role
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