Guest Services Manager

Resorts Of the Canadian Rockies Inc.; Kimberley; On-site; CAD 32,000 - 38,000; Full time

Benefits offered by this job

RCR pass with full mountain access

Reciprocal resort tickets

Staff discounts on food & beverage,4

Job summary

Resorts Of the Canadian Rockies Inc. seeks a Guest Services Manager to lead the daily operations of the Guest Services department, ensuring an exceptional guest experience while developing a high-performing team at our winter resort.

You will oversee front desk staff for Guest Services and Winter Sports School, including recruitment, scheduling, payroll, inventory management, cash handling, and employee performance. This role emphasizes efficient operations and outstanding guest service.

Qualifications

• Previous supervisory or management experience, preferably in hospitality, retail, tourism, or a resort environment.
• Strong leadership, communication, and customer service skills.
• Comfortable managing multiple priorities in a fast-paced environment.
• Experience with scheduling, payroll, cash handling, and basic bookkeeping.
• Proficient with Microsoft Office programs, including Word and Excel.
• Skiing or snowboarding experience is an asset.

Responsibilities

• Recruit, train, schedule, and support Guest Services and Winter Sports School front desk staff.
• Lead daily operations, ensuring exceptional guest service and efficient department performance.
• Provide ongoing coaching, training and communication to team members.
• Manage employee performance, evaluations, and discipline in accordance with company policies.
• Oversee season pass sales, ticketing operations, online order pick-up, and guest inquiries.
• Supervise cash handling, reconciliations, floats, and reporting.
• Process payroll and ensure accurate timekeeping records.
• Manage department inventory and supplies.
• Maintain lost and found and season pass locker programs.
• Communicate resort information, events, and operational updates to staff and guests.
• Support other resort operations as required and lead by example.

Job description

Role Summary

Reporting to the General Manager, the Guest Services Manager is responsible for leading the daily operations of the Guest Services department, ensuring an exceptional experience for guests while supporting and developing a high-performing team.

Role Summary

Reporting to the General Manager, the Guest Services Manager is responsible for leading the daily operations of the Guest Services department, ensuring an exceptional experience for guests while supporting and developing a high-performing team.

This role oversees Guest Services and Winter Sports School front desk staff, including recruitment, training, scheduling, payroll, inventory management, cash handling, and employee performance. The Guest Services Manager plays a key role in maintaining efficient operations, delivering outstanding guest service, and ensuring staff have the tools and support needed to succeed.

Key Responsibilities

• Recruit, train, schedule, and support Guest Services and Winter Sports School front desk staff
• Lead daily operations, ensuring exceptional guest service and efficient department performance
• Provide ongoing coaching, training and communication to team members
• Manage employee performance, evaluations, and discipline in accordance with company policies
• Oversee season pass sales, ticketing operations, online order pick-up, and guest inquiries
• Supervise cash handling, reconciliations, floats, and reporting
• Process payroll and ensure accurate timekeeping records
• Manage department inventory and supplies
• Maintain lost and found and season pass locker programs
• Communicate resort information, events, and operational updates to staff and guests
• Support other resort operations as required and lead by example

Qualifications

• Previous supervisory or management experience, preferably in hospitality, retail, tourism, or a resort environment
• Strong leadership, communication, and customer service skills
• Comfortable managing multiple priorities in a fast-paced environment
• Experience with scheduling, payroll, cash handling, and basic bookkeeping
• Proficient with Microsoft Office programs, including Word and Excel
• Skiing or snowboarding experience is an asset

Conditions

• Winter seasonal, full-time position
• Flexible schedule including weekends, evenings, and holidays
• Hours will vary based on operational needs, with increased hours during peak periods
• Must be comfortable working in a fast-paced guest service environment

Compensation And Benefits

• Competitive wage: $23.50-$27.50/hour dependent on experience
• Mountain access perks: Full-time staff receive an RCR pass with full mountain access, plus reciprocal resort tickets and discounted friends & family tickets
• Staff discounts: Enjoy savings on food & beverage, rentals, retail items and hotel accommodation.
• Employee Events & Recognition: Participate in fun, year-round staff events and be recognized through our employee awards program
• Join a fun and passionate team to share RCR mountain adventures with!