Guest Service Supervisor Jasper Skytram

The Fairmont Jasper Park Lodge; Municipality of Jasper; On-site; CAD 30,000 - 60,000; Full time

Job summary

A renowned hotel in the Canadian Rockies is seeking a Guest Services Supervisor to lead a team ensuring exceptional guest experiences. You will supervise daily operations, handle guest inquiries, and promote a collaborative team environment. Ideal candidates should have 2-4 years in hospitality, supervisory skills, and strong problem-solving abilities. Join our vibrant team and enjoy the beautiful surroundings while developing your career.

Benefits

Access to Pursuit attractions

50% off for friends at hotel stays

Discounts on dining and retail

Subsidized mental health and wellness resources

Qualifications

• 2-4 years in hospitality with previous supervisory skills.
• Strong ability to multitask and prioritize in a fast-paced environment.
• Comfortable working on your feet for extended periods.

Responsibilities

• Supervise daily operations of the guest services team.
• Handle complex guest inquiries, complaints, and escalations.
• Assist with onboarding and training of Guest Services Agents.

Skills

Supervisory skills

Computer proficiency (Word, Excel, POS)

Problem-solving skills

Multitasking ability

Job description

Overview

What will be your daily pursuit? Your daily pursuit is leading a team dedicated to delivering an exceptional guest experience by overseeing operations, building your team, ensuring smooth communication, and fostering a welcoming, safe and enjoyable environment for all guests.

What will your compensation be? The starting salary for this position is $20.50 per hour.

When does this adventure begin? This is a regular, full-time position beginning February 1, 2025.

What perks can you expect? Join an inclusive, global team and make life-long connections. Enjoy free access to Pursuit attractions and 50% off for friends. Get discounts on hotel stays, dining, and retail. Access subsidized mental health and wellness resources.

Job Details

• Pay: $20.50 an hour


• Job type: Full-time


• Location: Jasper, AB

Responsibilities

• Supervise the daily operations of the guest services team: allocation of stations, cash tills, and task assignments.


• Lead and guide the Guest Service team by assigning duties, scheduling breaks, and ensuring high levels of performance and guest satisfaction.


• Handle complex guest inquiries, complaints, and escalations through various channels (email, phone and in-person).


• Ensure all guest interactions are handled with professionalism and efficiency.


• Oversee the use of point-of-sale systems and SkyTram flight scheduling to ensure smooth operations and minimal wait times.


• Assist with onboarding, training, and ongoing development of Guest Services Agents to ensure team effectiveness and knowledge of procedures.


• Maintain communication with lift operators, ticket sales, group sales, and travel agents to ensure consistent guest experience across all touchpoints.


• Monitor cash handling procedures, assist with cash outs, prepare deposits, and assist in financial reporting.


• Oversee the preparation and validation of operational and financial reports.


• Address guest complaints and operational issues promptly, ensuring timely resolution or escalation to management when necessary.


• Assist with client and partner account balancing, ensuring proper documentation and communication for financial transactions.


• Monitor guest feedback and service delivery, identifying areas for improvement and providing guidance to agents.

Qualifications

• 2-4 years in hospitality with previous supervisory skills is an asset.


• Strong computer proficiency (Word, Excel, POS).


• Passionate about hospitality and creating memorable experiences for guests.


• An ability to guide staff, provide positive reinforcement, and encourage success.


• Strong ability to multitask and prioritize in a fast-paced environment.


• Able to practice conflict resolution and problem-solving skills during stressful situations.


• Comfortable working on your feet for extended periods of time in both an indoor and outdoor environment at high altitudes. Be prepared for all weather conditions (Snow, Rain, Wind, Hail).


• Secondary language skills are an asset.


• To honor our commitment to be Always Honest all employees must consent to a criminal record check.

Work Environment

• Beautiful location in the Canadian Rockies; you will be working in an iconic, unforgettable environment and have opportunities to explore scenery and wildlife.


• Fun, with team events and collaboration with colleagues from around the world.


• Independent and remote work environment; our homes are in natural surroundings rather than urban settings.


• Busy, physical environment with walking, stair climbing, bending, reaching, and lifting up to 50 pounds with assistance as required.


• Team-based culture; duties may change based on the needs of the team and company.

EEO Statement: Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics. We encourage individuals who are eligible to work in Canada to apply and join our inclusive team. We are working to eliminate barriers for applicants and team members from equity-deserving groups. If you require accommodation during the application or hiring process under the Canadian Human Rights Act, please contact our Talent Acquisition Team at [e-mail] or drop in to one of our offices to hand in a resume if you do not have access to a computer. We thank all candidates for their interest; however, only applicants selected for further consideration will be contacted.