Guest Service Manager

Cape Smokey Holdings; Ingonish Beach; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in the ski resort industry is seeking a Guest Services Manager to oversee all guest-facing activities and ski school operations. The ideal candidate will have extensive experience in hospitality management, strong leadership skills, and a commitment to providing exceptional guest experiences. This role involves recruiting and training staff, managing budgets, and ensuring high service standards during peak ski seasons. If you are passionate about guest services and skiing, this is an exciting opportunity to join a dynamic team.

Qualifications

• 25 years of progressive experience in guest services or resort/hospitality management.
• At least 1 year in a supervisory or managerial role.
• Demonstrated experience in ski/snowboard instruction or prior Ski School management.

Responsibilities

• Oversee all guest-facing activities including front-desk services and ski school operations.
• Recruit, train, and supervise ski instructors and Guest Services staff.
• Prepare and monitor annual budgets for Guest Services and Ski School.

Skills

Leadership

Communication

Organizational Skills

Multitasking

Education

Bachelor's degree in Hospitality, Recreation, Business, or related field

High school diploma or GED

Tools

Microsoft Office Suite

POS or scheduling systems

Job description

The Guest Services is responsible for overseeing all guest-facing activitiesincluding front-desk services, ticket / pass sales, and especially the Ski School operationsto ensure every visitor has a safe, educational, and memorable experience. This role involves strong leadership abilities, a proactive mindset, excellent communication skills, detailed knowledge of ski or snowboard instruction, and a thorough understanding of budget preparation and financial oversight. A successful manager in this position will excel at balancing guest satisfaction, staff development, and financial targets.

Key Responsibilities

Ski School Oversight : Recruit, train, schedule, and supervise ski instructors and support staff. Maintain a high level of instruction quality, lesson content, and safety for all guests.

• Guest Services Team : Recruit, train, mentor, and schedule Guest Services staff, fostering a high-performance, service-oriented, and solutions-focused culture.
• Conduct regular performance evaluations, provide ongoing coaching, and address any performance or behavioral issues promptly.
• Ski School Program Development

Develop and implement lesson programs for various skill levels, age groups, and special-interest segments (e.g., private lessons, family programs, adaptive skiing).

• Innovate or adapt ski school offerings to meet evolving guest demands, balancing education, safety, and enjoyment.
• Guest Experience & Service Quality

Establish and uphold service standards across all guest touchpoints (front desk, ticketing, rentals, ski school, etc.).

• Quickly resolve escalated guest inquiries or complaints with empathy and efficiency.
• Continuously look for opportunities to improve the guest experience, including process enhancements, staff training, and implementing new service offerings.
• Financial Management & Budgeting

Prepare, monitor, and maintain annual budgets for both Guest Services and Ski School, aligning financial objectives with broader resort goals.

• Work with the finance team and senior leadership to forecast revenues, manage expenses, and track financial performance against key metrics.
• Identify cost-saving measures, revenue growth opportunities (e.g., lesson packages, group sales), and operational efficiencies without compromising guest experience or service standards.
• Provide routine updates to leadership on budget status, variances, and corrective actions to ensure financial targets are met.
• Operational Oversight

Coordinate daily operations of front-of-house services (e.g., reception, ticket / pass sales, guest check-in), ensuring consistent high-quality service.

• Ensure compliance with company policies, safety regulations, and relevant provincial / federal guidelinesparticularly those related to snow sports instruction and on-hill operations.
• Monitor key performance metrics such as guest satisfaction, lesson enrollment, and repeat business, implementing corrective or improvement measures as needed.
• Collaboration & Cross-Functional Coordination

Work closely with Sales / Marketing to promote lesson packages, special offers, group bookings, and special events, ensuring smooth coordination from booking to lesson execution.

• Partner with Outside Operations to maintain safety, cleanliness, and efficiency in areas where guests engage in lessons or check in.
• Staff Training & Development

Ensure all staff adhere to safety, risk management, and customer service standards across all operations.

• Provide ongoing, specialized training to ski instructors on updated snow sports techniques, guest engagement, and safety protocols.
• Implement mentorship or professional development programs for instructors, supervisors, or promising staff members.
• Documentation & Reporting

Maintain accurate records of guest feedback, lesson bookings, staff scheduling, and financial reports, ensuring thorough documentation.

• Generate regular updates for senior leadership, highlighting departmental successes, challenges, and recommendations for improvement.
• Other Duties as Assigned

Adapt to changing priorities and support resort-wide initiatives or special projects at the request of the Operations Manager

• Take on additional responsibilities to ensure continuous improvement and success of the Ski School and Guest Services operations.

Qualifications

• Education & Experience

High school diploma or GED required; Bachelors degree in Hospitality, Recreation, Business, or related field preferred.

• 25 years of progressive experience in guest services or resort / hospitality management, including at least 1 year in a supervisory or managerial role.
• Demonstrated experience in ski / snowboard instruction or prior Ski School management an asset.
• Proven track record in budget preparation, financial management, and analyzing departmental performance.

Strong leadership, team-building, and communication skills.

• Ability to handle high-pressure or complex guest situations calmly and diplomatically.
• Excellent interpersonal, written, and verbal communication skills.
• Proficiency with office software (Microsoft Office Suite) and familiarity with POS or scheduling systems.
• Strong organizational and multitasking abilities, with close attention to detail, particularly in budgeting and cost analysis.
• Other Requirements

Ability to work flexible schedules, including evenings, weekends, and holidays, particularly during ski season peaks.

• Physical ability to ski or snowboard and navigate on-hill terrain in various weather conditions is highly beneficial.
• Commitment to company policies, safety standards, and all relevant employment laws.

Working Conditions

• This role involves both indoor (office) and outdoor (resort) work, including extended periods in cold / winter conditions.
• Work hours vary based on seasonal demands, events, and peak guest volumes.

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