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: Solid 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

📌 Guest Services Coordinator (Jasper)
🏢 marmot basin
📍 Jasper