About the role
Reports to
Snow School Sales Desk Coordinator & Snow Sports School Assistant Director
Position Overview
**Location: ** Marmot Basin, Jasper, Alberta
**Position Type: ** Seasonal | Full-time
The Central Reservations Agent serves as the first point of contact for guests booking ski lessons, lift tickets, rentals, and packages at Marmot Basin. This role is primarily based at the Central Reservations Desk and involves both direct guest interaction and administrative responsibilities using systems such as RTP and Aspenware. The agent provides exceptional customer service through phone and email channels and supports the Snow School Desk during peak periods or as needed.
Job Duties/Responsibilities
Central Reservations Desk Duties
- Respond to guest inquiries via phone and email regarding lesson bookings, lift tickets, rentals, and special packages.
- Guide customers through the online booking process and troubleshoot issues with RTP or Aspenware.
- Educate guests on products and policies including the online store, RFID cards, Escape Cards, and ticket options.
- Accurately process bookings and payments using the RTP system.
- Assist with troubleshooting duplicate profiles, RFID assignment errors, and other technical support tasks.
- Promote online booking for efficiency and improved guest experience.
- Support fulfillment and preparation of guest bookings for upcoming visits.
Snow School Desk Duties (Secondary):
- Assist with lesson check-ins and inquiries during busy periods.
- Support Snow School bookings for Private Lessons, Discover Lessons, and Kids Camps.
- Process lesson packages and fulfill guest orders for rentals and lift tickets.
- Assist in updating and maintaining the Lesson Book in Google Drive.
- Provide backup support for lunch coordination, guest directions, and order fulfillment as needed.
Qualifications
Required Skills and Qualifications
- Customer service experience in a hospitality, recreation, or ski resort environment.
- Familiarity with RTP, Aspenware, or similar reservation/POS systems.
- Strong computer proficiency including Google Drive and Microsoft Outlook.
- Excellent verbal and written communication skills.
- Detail-oriented and highly organized with good time management.
- Ability to multitask and remain calm under pressure.
- Flexible to work weekends, holidays, and variable shifts as needed.
Preferred Qualifications
- Experience in a sales or call center environment.
- Basic knowledge of ski and snowboard lesson formats and terminology.
- Multilingual ability is considered an asset.
- Skiing or snowboarding experience beneficial for product knowledge.
Work Environment
This position is primarily desk-based with high-volume phone and computer use. Support may occasionally be required at the Snow School Desk in guest-facing situations. Expect a dynamic, fast-paced team environment, especially during weekends and holidays.
Supplementary
- Respect and adhere to the company’s policies and procedures as set in the “Corporate Policies”, “Employee Handbook” and “Terrain Park Training Manual”
- Understand and adhere to Ski Marmot Basin’s “Harassment Policy” and the company’s “Privacy Policy”.
About the role
Reports to
Snow School Sales Desk Coordinator & Snow Sports School Assistant Director
Position Overview
**Location: ** Marmot Basin, Jasper, Alberta
**Position Type: ** Seasonal | Full-time
The Central Reservations Agent serves as the first point of contact for guests booking ski lessons, lift tickets, rentals, and packages at Marmot Basin. This role is primarily based at the Central Reservations Desk and involves both direct guest interaction and administrative responsibilities using systems such as RTP and Aspenware. The agent provides exceptional customer service through phone and email channels and supports the Snow School Desk during peak periods or as needed.
Job Duties/Responsibilities
Central Reservations Desk Duties
- Respond to guest inquiries via phone and email regarding lesson bookings, lift tickets, rentals, and special packages.
- Guide customers through the online booking process and troubleshoot issues with RTP or Aspenware.
- Educate guests on products and policies including the online store, RFID cards, Escape Cards, and ticket options.
- Accurately process bookings and payments using the RTP system.
- Assist with troubleshooting duplicate profiles, RFID assignment errors, and other technical support tasks.
- Promote online booking for efficiency and improved guest experience.
- Support fulfillment and preparation of guest bookings for upcoming visits.
Snow School Desk Duties (Secondary):
- Assist with lesson check-ins and inquiries during busy periods.
- Support Snow School bookings for Private Lessons, Discover Lessons, and Kids Camps.
- Process lesson packages and fulfill guest orders for rentals and lift tickets.
- Assist in updating and maintaining the Lesson Book in Google Drive.
- Provide backup support for lunch coordination, guest directions, and order fulfillment as needed.
Qualifications
Required Skills and Qualifications
- Customer service experience in a hospitality, recreation, or ski resort environment.
- Familiarity with RTP, Aspenware, or similar reservation/POS systems.
- Strong computer proficiency including Google Drive and Microsoft Outlook.
- Excellent verbal and written communication skills.
- Detail-oriented and highly organized with good time management.
- Ability to multitask and remain calm under pressure.
- Flexible to work weekends, holidays, and variable shifts as needed.
Preferred Qualifications
- Experience in a sales or call center environment.
- Basic knowledge of ski and snowboard lesson formats and terminology.
- Multilingual ability is considered an asset.
- Skiing or snowboarding experience beneficial for product knowledge.
Work Environment
This position is primarily desk-based with high-volume phone and computer use. Support may occasionally be required at the Snow School Desk in guest-facing situations. Expect a dynamic, fast-paced team environment, especially during weekends and holidays.
Supplementary
- Respect and adhere to the company’s policies and procedures as set in the “Corporate Policies”, “Employee Handbook” and “Terrain Park Training Manual”
- Understand and adhere to Ski Marmot Basin’s “Harassment Policy” and the company’s “Privacy Policy”.