Guest Services Agent

**Reports to**: Guest Service Supervisor/Asst Supervisor and Guest Service Coordinators

Introduction

If you are passionate about the outdoors and embrace the idea of living and playing in the mountains while working on a mountain with a team of like-minded individuals, Jasper SkyTram is the place for you

Jasper SkyTram is considered a “must do” for people of all ages and abilities while visiting Jasper National Park in the summer season. We strive to create a compelling experience for our guests, but it is equally important to us to foster an environment of growth, opportunity, and memories for the people that work with us. We have the privilege of employing people from all around the world to experience and share one of the most beautiful places on the planet in a family-fun and adventurous way.

Position Overview

The SkyTram Guest Services Agent is the first point of contact for guests arriving on mountain at the Lower Station and requires an upbeat, animated individual who enjoys greeting and speaking with guests from all over the world. Guest service agents operate primarily indoors at both the Lower Station and Upper Station. The main responsibilities include selling tickets and allocating guests to available space on the tramcars as well as maintaining excellent knowledge of the area and products offered to address guest questions. Guest Service Agents may also be required to assist in other areas or departments at times. This is a full-time seasonal position available between March and November.

Alberta Employment Standards regarding probationary periods apply. Wage starts at $17.25/hr.

What does a day in the life of Guest Services at Jasper SkyTram look like?

As a summer sightseeing attraction, the flow of the day is determined mainly by the weather. This will determine how busy you are on the ticket system and efficiently allocating space on each tram car for scheduled departures or moving pre-purchased tickets within the system to another day or time. All positions/departments on the mountain work in close association with each other to provide the best experience for the guest. Maintaining communication with the Lift Operators throughout the day as well as other Guest Service Agents is essential. This is done either by phone/radio or face to face.

During your shift you will receive one half hour of free time where you can either sit inside or outside to eat your lunch and relax. At the end of your shift, you will cash out and submit reports to the Supervisor or Coordinator prior leaving the mountain.

**Job Duties/Responsibilities**:

- Greet all guests in a friendly and professional manner.
- Efficiently operate the ticket system “flight system”.
- Competently handle cash, credit/debit transactions while using a custom point-of-sale.
- Process and understand voucher types and the billing process for third (3rd) party companies.
- Communicate effectively with all departments.
- Understand operational procedures.
- Problem solve ticket sales issues in a timely and professional manner.
- Receive guest feedback and refer to a supervisor as needed.
- Maintain extensive knowledge about the operation and updated manuals when necessary.
- General office duties such as filing, cleaning, inventory count, etc.
- All Jasper SkyTram employees will conduct themselves in compliance with Alberta Occupational Health and Safety legislation as it relates to their job.
- Other duties as assigned or required.

**Qualifications**:

- Demonstrated excellent customer service skills dealing with the public.
- Previous guest services/customer service experience preferred.
- Previous supervisory experience an asset.
- Strong conflict resolution skills.
- Demonstrated organizational skills.
- Strong computer skills (Word, Excel, PowerPoint, etc.)
- Cash handling and numeracy skills.
- Ability to work well under pressure, i.e., during busy periods.
- French as a second language is an asset.

**Core competencies**:

- Professional deportment with excellent customer service skills: experience dealing with all patrons.
- Cheerful, outgoing personality; demonstrated temperament and disposition during stressful situations or irate customers.
- Self-motivated and able to work unsupervised.
- Excellent organizational and time management skills.

**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 the companies “Harassment Policy” and “Privacy Policy”.

**Attributes**:

- Strong team member able to take direction and motivate others.
- Motivated and observant; able to perceive needed tasks and complete them without direction.
- Self-aware; able to identify strengths and gaps in own abilities and training.
- Able to use taught skills and previous experience to problem solve.
- Recreational mountain pursuits, such as hiking, biking, rock climb