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