Guest Services Manager

Job summary

Lead the daily operations of the Guest Services and Winter Sports School front desks, ensuring efficient service and an exceptional guest experience. Recruit, train, schedule, and manage staff while overseeing ticketing, season pass sales, payroll, cash handling, inventory, and guest communications.

Job details

Role Summary Reporting to the General Manager, the Guest Services Manager is responsible for leading the daily operations of the Guest Services department, ensuring an exceptional experience for guests while supporting and developing a high-performing team. This role oversees Guest Services and Winter Sports School front desk staff, including recruitment, training, scheduling, payroll, inventory management, cash handling, and employee performance. The Guest Services Manager plays a key role in maintaining efficient operations, delivering outstanding guest service, and ensuring staff have the tools and support needed to succeed. Key Responsibilities Recruit, train, schedule, and support Guest Services and Winter Sports School front desk staff Lead daily operations, ensuring exceptional guest service and efficient department performance Provide ongoing coaching, training, and communication to team members Manage employee performance, evaluations, and discipline in accordance with company policies Oversee season pass sales, ticketing operations, online order pick-up, and guest inquiries Supervise cash handling, reconciliations, floats, and reporting Process payroll and ensure accurate timekeeping records Manage department inventory and supplies Maintain lost and found and season pass locker programs Communicate resort information, events, and operational updates to staff and guests Support other resort operations as required and lead by example Qualifications Previous supervisory or management experience, preferably in hospitality, retail, tourism, or a resort environment Strong leadership, communication, and customer service skills Comfortable managing multiple priorities in a fast-paced environment Experience with scheduling, payroll, cash handling, and basic bookkeeping Proficient with Microsoft Office programs, including Word and Excel Skiing or snowboarding experience is an asset Conditions Winter seasonal, full-time position Flexible schedule including weekends, evenings, and holidays Hours will vary based on operational needs, with increased hours during peak periods Must be comfortable working in a fast-paced guest service environment Compensation And Benefits Competitive wage: $23.50-$27.50/hour dependent on experience Mountain access perks: Full-time staff receive an RCR pass with full mountain access, plus reciprocal resort tickets and discounted friends & family tickets Staff discounts: Enjoy savings on food & beverage, rentals, retail items and hotel accommodation. Employee Events & Recognition: Participate in fun, year-round staff events and be recognized through our employee awards program Join a fun and passionate team to share RCR mountain adventures with!

What you’ll do

Lead the daily operations of the Guest Services and Winter Sports School front desks, ensuring efficient service and an exceptional guest experience. Recruit, train, schedule, and manage staff while overseeing ticketing, season pass sales, payroll, cash handling, inventory, and guest communications.

Requirements

Previous supervisory or management experience is required, preferably in hospitality, retail, tourism, or a resort setting. Candidates should have strong leadership, communication, and customer service skills, experience with scheduling, payroll, cash handling, and basic bookkeeping, and proficiency in Microsoft Word and Excel; skiing or snowboarding experience is an asset.

Benefits

• Full Mountain Access Pass
• Reciprocal Resort Tickets
• Discounted Friends And Family Tickets
• Food And Beverage Discounts
• Rental Discounts
• Retail Discounts
• Hotel Accommodation Discounts
• Staff Events
• Employee Recognition Program

Listed skills

• Customer service · Preferred
• Leadership · Preferred
• Cash handling · Preferred
• Microsoft Excel · Preferred
• Communication · Preferred
• Prioritization · Preferred
• Microsoft Word · Preferred
• Inventory management · Preferred
• scheduling · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Leadership
• Customer Service
• Staff Recruitment
• Staff Training
• Scheduling
• Payroll Processing
• Employee Performance Management
• Cash Handling
• Cash Reconciliation
• Inventory Management
• Basic Bookkeeping
• Communication
• Microsoft Word
• Microsoft Excel
• Timekeeping
• Prioritization

Job areas

• Hospitality
• Management & Leadership
• Customer Service & Support
• Sports & Recreation
• Retail

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