Guest Services Supervisor

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 early October 2026 to mid-May 2027. 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 team 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 Promote 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 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

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”.