Coordinator, Guest Services

CMH Heli-Skiing & Summer Adventures

Banff

On-site

CAD 42,000 - 54,000

Full time

34 hours ago

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Benefits offered by this job

Health and dental benefits after 90-60

Group Savings Plan eligibility after 0

Paid personal/sick and vacation days

CMH Ski Pass Program

IKON Pass Benefits

Pro deal affiliations with Brand Partn

Opportunities to heli-hike and heli-sK

Job summary

The Guest Services Coordinator at CMH Heli-Skiing & Summer Adventures in Banff, Alberta, will be the primary contact for guests from booking to arrival, ensuring every detail is captured and communicated accurately. You will maintain guest records, coordinate with remote lodge teams, and work closely with the Guest Experience Advisor to deliver seamless itineraries.

Applicants should have post-secondary education in a related field and 1–2 years in an office or guest-facing role, with strong

Qualifications

Post-secondary education in a related field.
1–2 years of experience in a professional office setting.
Experience in a customer-facing or guest services role.
Background in hospitality, tourism, travel, or a related customer-facing industry.
Ability to manage multiple guests and bookings simultaneously.
Proactive approach with a fast response time.
Genuine passion for going above and beyond for guests.
Experience in the Outdoor industry is considered an asset.

Responsibilities

Confirm guest reservations including questionnaire processing, waiver processing, and sending final confirmations.
Maintain accurate guest profiles and manage guest accounts.
Follow up on missing or incomplete guest information to ensure all records are current prior to arrival.
Generate guest account statements upon request.
Build and manage positive relationships with guests and remote CMH lodge teams.
Review all lodge reports for accuracy and address any discrepancies.
Communicate with each lodge prior to every trip and update all parties on any changes to guest itineraries or requirements.
Work closely with the Guest Experience Advisor to capture and document all details for each guest trip.
Help support implementation of CMH health and safety initiatives.
Help support implementation of CMH sustainability initiatives.
Train, participate in and provide support, as required, during emergency response situations.

Skills

Customer service

Communication

Time management

Hospitality

Outdoor industry knowledge

Education

Post-secondary education in a related field

Tools

Microsoft Office

Job description

We work hard, we play hard, and we have the best time doing it. Our mission is to guide our staff and guests through life-changing mountain experiences, and our vision is to be recognized as the world leader of guided mountain experiences - by our guests, our employees, our partners, and our communities. We're all drawn to CMH for different reasons, but we stay for the people-both employees and guests-who are brought together by a unique shared passion for skiing, riding, the mountain world, and life in general. CMH is where mountain magic happens!

Year Round

Things That Are Important To Us

Safety as a cornerstone.
Share our passion - every day.
Always act with integrity.
We work as a team.
Aim for best.
Balance our social, fiscal, and environmental responsibilities.

Things That Are Important To You

The opportunity to build lifelong friendships with staff and guests from around the world.
Working for a company that stands behind its mission, vision, and values.
An inclusive and rewarding company culture where employees are valued and supported.
Explore and work at a world-class mountain destination.
Enjoy meals created by culinary professionals that incorporate fresh, local ingredients.
Work with hospitality professionals that take pride in providing a high-end guest experience.
An opportunity to grow and learn in a work environment that promotes feedback and development.
Discounts with brand partners and on CMH merchandise.
Opportunities to heli-hike and heli-ski, as available.

CMH is honored to operate in the traditional territories of the Ktunaxa, Secwépemc, Syilx, Sinixt, Carrier (Dakelh), and Stoney Nakoda Nations.

Position Title: Coordinator, Guest Services

Company Name: CMH Heli-Skiing & Summer Adventures

Reports To: Manager, Guest Experience

Location of Work: Banff, Alberta

Job Status: Full-time, Year-Round

FLSA Status: Non-Exempt

Number of Positions: 1

Direct Reports: 0

Date of Last Review: April 2026

Desired Start Date: September 2026

Posting Close Date

This posting will remain open until a suitable candidate is found. The earliest posting close date would be Sept 08, 2026.

Position Overview

The Guest Services Coordinator plays a key role in delivering an exceptional experience for CMH guests from the moment of booking through to arrival. This position is responsible for maintaining accurate guest records and serving as the primary point of contact for remote lodge teams. Working closely with the Guest Experience Advisor, this role ensures that every detail of a guest's trip is captured, communicated, and executed with accuracy and care.

Essential Duties And Responsibilities

Confirm guest reservations including questionnaire processing, waiver processing, and sending final confirmations.
Maintain accurate guest profiles and manage guest accounts.
Follow up on missing or incomplete guest information to ensure all records are current prior to arrival.
Generate guest account statements upon request.
Build and manage positive relationships with guests and remote CMH lodge teams.
Review all lodge reports for accuracy and address any discrepancies.
Communicate with each lodge prior to every trip and update all parties on any changes to guest itineraries or requirements.
Work closely with the Guest Experience Advisor to capture and document all details for each guest trip.
Help support implementation of CMH health and safety initiatives.
Help support implementation of CMH sustainability initiatives.
Train, participate in and provide support, as required, during emergency response situations.

Minimum Qualifications

Post-secondary education in a related field.
1-2 years of experience in a professional office setting.
Experience in a customer-facing or guest services role
Background in hospitality, tourism, travel, or a related customer-facing industry
Ability to manage multiple guests and bookings simultaneously.
Proactive approach with a fast response time.
Genuine passion for going above and beyond for guests.
Experience in the Outdoor industry is considered an asset.

Competencies, Knowledge, Skills, Abilities, And Other Qualities

All CMH employees will demonstrate integrity, discretion, and critical thinking, along with adaptability and effective problem-solving skills. A positive, collaborative working style is essential, with the ability to build meaningful relationships with key internal and external stakeholders. Strong organizational skills, attention to detail, and strategic planning abilities are crucial. The candidate must be able to communicate clearly, effectively, and in a timely manner, maintaining professionalism and confidentiality in all interactions. Proficiency in Microsoft Office and the ability to quickly learn other relevant software platforms are important, as is the ability to prioritize tasks in a fast-paced environment with fluctuating seasonal workloads and changing priorities. The role requires a trustworthy, goal-oriented, respectful, and self-directed individual who can navigate complex responsibilities. Additionally, the candidate must have the confidence to interact with all levels of the company, including those in remote locations within a hub-and-spoke model.

Working Conditions

Able to lift, carry, or otherwise move and position up to 20 pounds on an occasional basis.
Manual dexterity to operate a computer and other common office equipment on a constant basis.
This position is required, at times, to work on evenings, weekends, and holidays based on the needs of the business.
This position may require occasional travel to CMH areas, as well as some travel to industry functions on an occasional basis.
CMH is committed to developing a rich culture, a diverse workforce, and a healthy work environment in which every employee is treated fairly and respected. Each employee will contribute to the company's success while also having the opportunity to achieve their full potential as individuals.

Other Duties as Assigned

This position description is an overview of the scope of responsibilities for the role described above. With the evolution of CMH, the responsibilities of this position may change, as may the details that are associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others.

Compensation

A competitive compensation package including an attractive base salary will be provided based upon qualifications, experience, and skill set. Further details will be discussed in a personal interview.

Benefits And Perks