Guest Services Agent

Reports To: Guest Services Manager/Supervisor Position Overview: Guest Services Agents are the frontline ambassadors of the resort and are responsible for delivering a seamless, friendly, and efficient experience to every guest. This role involves the sale of daily lift tickets, loyalty cards, and a variety of related resort products, using a computerized Point of Sale (POS) system. Agents must be confident in handling transactions, resolving guest concerns, and providing accurate and helpful information. In addition to sales, agents play a critical role in monitoring ticket access, maintaining accurate records, and escalating issues to the Guest Services Supervisor or Assistant Supervisor when appropriate. 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

Sell daily lift tickets and apply relevant discounts accurately Handle cash, credit card and debit transaction while using a computerized/point of sale system (RTP) Adaptability to learn and use a point of sales system (RTP) Work with the sale and redemption of third-party loyalty cards and process these following the proper procedures Follow proper cash-out procedure Count float at beginning & end of shift and sign it IN and OUT on control sheet Make sure everything is in balance and debit machine is closed Receive and assist in handling guest complaints and refer to supervisor if needed Be knowledgeable about location infrastructure and services Be knowledgeable and able to inform guests about tickets, loyalty cards, and third-party tickets and passes.

Process vouchers on correct accounts (reconcile at the end of the shift)

Filing and administrative tasks Fix problems that could occur with the set-up of different products Enter and process destination/group bookings All duties as assigned Employees will conduct themselves in compliance with Alberta Occupational Health and Safety legislation as it relates to their job Periodically auditing lift ticket scans and access to ensure adherence to policy and terms of use Qualifications Previous Point of Sales (POS) experience preferred Proficient in computer use and general administrative tasks Good organizational skills Ability to work well under pressure (busy times or when dealing with irate customer) Skiing or snowboarding experience to assist customers in choosing the correct products is an asset.

Core Competencies

Exceptional interpersonal and customer service skills Strong conflict resolution and de-escalation abilities Accurate cash handling and numeracy skills Reliable and trustworthy Capable of working independently and as part of a team Positive and outgoing attitude Attributes Motivated and eager to learn new skills, processes, and responsibilities. Observant and attentive to detail, able to identify routine tasks that need to be completed. Demonstrates a positive attitude and willingness to contribute to team goals. Self-aware and receptive to feedback, using coaching opportunities to improve performance. Applies training and available resources to solve problems and address customer or operational needs. Communicates professionally and respectfully with customers, colleagues, and supervisors. Able to manage time effectively, prioritize assigned work, and meet performance expectations. Adaptable and willing to take on new challenges in a changing work environment.

Supplementary

Respect and adhere to the company’s policies and procedures as set in the “Corporate Policies”, and “Employee Handbook”. Understand and adhere to Ski Marmot Basin’s “Harassment Policy” and the company’s “Privacy Policy”. Note: The job is not limited to this list. This is an outline of what is expected. Ask questions often/as needed.