Guest Services Agent
Reports To: Guest Services Manager/Supervisor

Position Overview:
Guest Services Agents are the frontline ambassadors of the resort and are responsible for delivering a seamless, friendly, and efficient experience to every guest. This role involves the sale of daily lift tickets, loyalty cards, and a variety of related resort products, using a computerized Point of Sale (POS) system. Agents must be confident in handling transactions, resolving guest concerns, and providing accurate and helpful information.
In addition to sales, agents play a critical role in monitoring ticket access, maintaining accurate records, and escalating issues to the Guest Services Supervisor or Assistant Supervisor when appropriate.
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

- Sell daily lift tickets and apply relevant discounts accurately
- Handle cash, credit card and debit transaction while using a computerized/point of sale system (RTP)
- Adaptability to learn and use a point of sales system (RTP)
- Work with the sale and redemption of third-party loyalty cards and process these following the proper procedures
- Follow proper cash-out procedure
- Count float at beginning & end of shift and sign it IN and OUT on control sheet
- Make sure everything is in balance and debit machine is closed
- Receive ​and assist in handling guest complaints and refer to supervisor if needed
- Be knowledgeable about location infrastructure and services
- Be knowledgeable and able to inform guests about tickets, loyalty cards, and third-party tickets and passes.
- Process vouchers on correct accounts (reconcile at the end of the shift)
- Filing and administrative tasks
- Fix problems that could occur with the set-up of different products




- Enter and process destination/group bookings
- All duties as assigned
- Employees will conduct themselves in compliance with Alberta Occupational Health and Safety legislation as it relates to their job
- Periodically auditing lift ticket scans and access to ensure adherence to policy and terms of use

Qualifications

- Previous Point of Sales (POS) experience preferred
- Proficient in computer use and general administrative tasks
- Good organizational skills
- Ability to work well under pressure (busy times or when dealing with irate customer)
- Skiing or snowboarding experience to assist customers in choosing the correct products is an asset.

Core Competencies

- Exceptional interpersonal and customer service skills
- Strong conflict resolution and de-escalation abilities
- Accurate cash handling and numeracy skills
- Reliable and trustworthy
- Capable of working independently and as part of a team
- Positive and outgoing attitude

Attributes

- Motivated and eager to learn new skills, processes, and responsibilities.
- Observant and attentive to detail, able to identify routine tasks that need to be completed.
- Demonstrates a positive attitude and willingness to contribute to team goals.
- Self-aware and receptive to feedback, using coaching opportunities to improve performance.
- Applies training and available resources to solve problems and address customer or operational needs.
- Communicates professionally and respectfully with customers, colleagues, and supervisors.
- Able to manage time effectively, prioritize assigned work, and meet performance expectations.
- Adaptable and willing to take on new challenges in a changing work environment.

Supplementary

- Respect and adhere to the company’s policies and procedures as set in the “Corporate Policies”, and “Employee Handbook”.
- Understand and adhere to Ski Marmot Basin’s “Harassment Policy” and the company’s “Privacy Policy”.

Note: The job is not limited to this list. This is an outline of what is expected. Ask questions often/as needed.

📌 Guest Services Ticket Agent (Canada)
🏢 RMSI-JTAC
📍 Canada