Guest Services Manager

Overview

Reports to: Director Marketing, Sales and Guest Services

At the Sea to Sky Gondola, we make it easy for people to connect with the great outdoors. We work hard to ensure our team members and our guests have a great experience. Join our team and work in a spectacular outdoor recreation environment with a progressive and fun organization.

We are looking for a dynamic, community-focused leader with excellent guest service skills to join the Sea to Sky Gondola team.

As a key member of the Marketing, Sales, and Services Management team, the Guest Services Manager provides strategic oversight of our service philosophy and ensures the Guest Services team is equipped to deliver outstanding experiences. This dynamic role requires someone with proven experience managing both year-round and seasonal staff and volunteers, leading company service strategy, supporting the community giving program, and maintaining clear communication with guests.

Responsibilities

- Manage all day-to-day operations for the Guest Services department, ensuring high-quality and consistent guest service execution

- Develop and manage the annual Guest Services labour and operational budgets

- Recruit, mentor, and coach Guest Services team members

- Collaborate with IT, marketing, finance and sales to sell ticket products, annual memberships, programs and events through the POS system

- Support the Guest Services Supervisor with staff scheduling and payroll

- Lead and grow the volunteer program

- Manage the community giving program, including budget, strategy, and partnerships in collaboration with the Director, Marketing, Sales and Guest Services

- Lead the development of the strategy, implementation and reporting of the quality assurance program

- Work with the marketing team to ensure consistent communication when responding to reviews, social media, emails and phone messages

- Lead customer service training for all staff at the Sea to Sky Gondola

- Foster a culture of service excellence through coaching, feedback, and leading by example

- Provide ongoing feedback to the marketing and sales team on campaigns and programming initiatives

- Collaborate with all departments to ensure a seamless, high-quality guest experience across the gondola

- Embody our value “safety starts with us” and comply with health and safety regulations, participate in Sea to Sky Gondola’s health and safety program, and report incidents, injuries and unsafe conditions in a timely manner

- Support the advancement of our environmental sustainability goals by encouraging our employees and guests to participate in programs aimed at reducing waste, energy and water usage, and emissions

- Perform other duties as required

Required Knowledge, Skills & Abilities

- Minimum of 5 years of experience managing and mentoring a team(s)

- Excellent communication skills (written and oral)

- Energy and passion for providing superior guest service

- Ability to spot and resolve problems efficiently and effectively and remain calm under pressure

- Proven leadership and team building capabilities

- Ability to manage a diverse team and navigate interpersonal challenges

- Working knowledge of various computer software programs (MS Office, POS)

- Previous experience with RTP or a similar POS system is an asset

- Excellent knowledge of the Sea to Sky region and a passion for people and the outdoors

- Evening, weekend and holiday availability required

Required Training, Education and Experience

- BC Driver’s License and satisfactory driver’s abstract

- Diploma or degree in Business Management, Tourism, or a related field is an asset.

- Satisfactory Criminal Record Check required.

- Legally authorized to work in Canada.

How to Apply

If you answered yes to the questions above, can see yourself performing the duties listed, and have the qualifications we are looking for, please send a resume and cover letter to joinourteam@seatoskygondola.com

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