Guest Services Coordinator

Reports To: Guest Services Manager and Guest Services Supervisor

 Position Overview:

The Guest Services Coordinator serves as a key team lead within the Guest Services department. This role supports the daily operation of ticket sales, guest relations, and front-line team coordination. Acting as a liaison between agents and leadership, the Coordinator oversees the performance of the Guest Services team and steps into a supervisory role when the Manager or Supervisor is off duty.

The Coordinator is expected to demonstrate in-depth knowledge of all Guest Services procedures and systems (especially RTP), and be capable of resolving guest concerns, supporting team members, and ensuring operational consistency.

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/Responsibilities:

• Support the training and onboarding of new Guest Services Agents
• Provide informal feedback and coaching to staff on an ongoing basis
• Enforce company policies, procedures, and standards
• Delegate tasks to agents and ensure accountability
• Cash float distribution to all departments
• Sell window tickets/ season passes and apply discounts when required
• Handle cash, credit card and debit transaction while using a computerised system (RTP)
• Troubleshoot RTP-related issues and support agents in resolving system errors
• Review and validate all Guest Service Agent cash-outs. Identify and communicate necessary corrections
• Compile and organize all departments finalized cash outs for pick up
• Complete daily deposit for all departments
• Complete daily, weekly and monthly reports on data for 3rd party programs. Perform all changes and fixes
• Assist in handling guest complaints; escalate more serious concerns to Supervisor as needed
• Be knowledgeable about our property
• Develop relationships with third-party companies and be able to create bookings on their behalf
• Receive and distribute all external ticket orders
• Assisting accounts receivable with balancing accounts for all clientele and partners
• Oversee ticket sellers in all the above-mentioned tasks
• Delegate additional tasks as required to Guest Service Agents
• Coordinate breaks and shift turnovers/ends for Guest Service Agents

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".

Qualifications:

• Prior Guest Services or front-facing customer service experience preferred
• Previous team leadership experience considered an asset
• Strong conflict resolution skills
• Business / Finance experience
• Experience in a related industry preferred
• Demonstrated organizational skills
• Cash handling and numeracy skills
• Ability to work well under pressure, i.e. during busy periods.

Core Competencies:

• Ability to remain calm and poised in urgent situations
• Leadership skills
• Excellent communication and interpersonal skills
• Analytical skills
• Strong organizational skills
• Strong computer skills (Word, Excel, RTP, POS)
• Good money handling skills
• Professional deportment with excellent customer service skills: experience dealing with all on-hill patrons.

Attributes:

• Strong team member that can take direction
• 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