Guest Services Supervisor

Canada West Ski Areas Association; Brocket; On-site; CAD 26,139 - 37,229; Full time

Benefits offered by this job

Full mountain season pass

Employee discounts

Work in the South Canadian Rockies

Starting wage of $23/hour

Full-time, seasonal Sep–Apr

Job summary

Castle Mountain Resort is seeking a Guest Services Supervisor to lead the guest services team at the resort's primary guest contact point. You will oversee reservations, check-ins/outs, lift ticket and season pass sales, and guest relations while collaborating with Sales, Marketing, and Mountain Operations to deliver a memorable guest experience.

The role requires 3+ years in hospitality or related fields with 1–2 years of supervisory experience.

Qualifications

• Minimum 3 years of hospitality, tourism, guest services, hotel operations, or related customer service experience.
• Minimum 1–2 years of supervisory or team leadership experience, including scheduling, coaching, and performance management.
• Proven track record delivering exceptional guest service and resolving guest concerns with professionalism.
• Experience operating and maintaining POS and PMS systems.
• Experience handling cash, reconciliations, and financial controls.
• Strong organizational, communication, and interpersonal skills.

Responsibilities

• Foster a warm, collaborative, and guest-centric environment for guests and team members.
• Supervise the daily operation of the Guest Services department.
• Lead, coach, schedule, and support Guest Services team members.
• Greet and assist guests, modeling exemplary conduct for the team.
• Ensure efficient handling of reservations, check-ins/outs, lift ticket and season pass sales, and activities.
• Monitor guest wait times and identify opportunities to improve service delivery.
• Maintain knowledge of resort products, accommodations, events, and services.
• Resolve guest concerns promptly and professionally, escalating when needed.
• Ensure compliance with resort policies and safety standards.
• Assist in configuring, testing, and maintaining POS and PMS systems.
• Lead the administration and training of the Release of Liability waiver program.
• Monitor KPIs and recommend continuous improvements.
• Assist in developing the department’s annual operating budget and monitor expenditures.
• Maintain inventories and coordinate procurement of tickets, passes, forms, and supplies.
• Maintain and improve training materials, SOPs, and onboarding resources.
• Process payroll in accordance with company policies.
• Collaborate with other departments to ensure seamless guest experiences.
• Support resort initiatives and perform related duties.

Skills

Hospitality experience

Supervisory experience

Customer service

Cash handling

Tools

POS systems

PMS

Microsoft Office

Job description

Overview:

The Guest Services Supervisor is responsible for the day-to-day leadership of Castle Mountain Resort’s Guest Services team, ensuring exceptional service at the resort’s primary guest contact point. This includes accommodation bookings, check-ins, check-outs, lift ticket and season pass sales/fulfillment, providing general information, and guest complaints/recovery. Leading by example, the Guest Services Supervisor fosters a welcoming, efficient, and solution-oriented environment while supporting revenue growth through effective reservations, product knowledge, and guest service excellence. This role works closely with Sales, Marketing, Snow School, Food & Beverage, Retail/Rental, and Mountain Operations to deliver a consistent, memorable guest experience!

What We Offer You:

• – Full mountain season pass and discounted or free passes for immediate family members (dependent on length of service)
• – Several employee discounts around the resort
• – Opportunity to work in the beautiful South Canadian Rockies
• – Starting wage of $23/hour
• – Full-time, seasonal employment, for a minimum of September – April, with the possibility of extension.

Responsibilities:

• – Foster a warm, collaborative, and guest-centric environment for both guests and team members.
• – Supervise the daily operation of the Guest Services department.
• – Lead, coach, schedule, and support Guest Services team members.
• – Greet and assist guests in a manner that models exemplary conduct to team members.
• – Ensure efficient handling of accommodation reservations, guest check-ins and check-outs, lift ticket and season pass sales, activity bookings, and other guest service transactions.
• – Monitor guest wait times and continually identify opportunities to improve service delivery and operational efficiency.
• – Maintain a high level of knowledge of resort products, accommodations, events, activities, and services to support guests and team members.
• – Resolve guest concerns promptly and professionally, escalating issues when appropriate.
• – Ensure compliance with resort policies, operating procedures, and safety standards.
• – Assist in the configuration, testing, maintenance, and ongoing administration of the resort’s integrated Point-of-Sale (POS) and Property Management System (PMS).
• – Lead the administration, training, and compliance of the resort’s Release of Liability waiver program.
• Monitor and analyze Guest Services key performance indicators (KPIs), making recommendations for continuous improvement.
• – Assist in the development of the department’s annual operating budget and monitor departmental expenditures.
• – Maintain appropriate inventory levels of Guest Services supplies and coordinate procurement of ticket stock, passes, forms, office supplies, and other operational materials, including ordering supplies on behalf of other departments as required.
• – Maintain and continuously improve training materials, standard operating procedures, and onboarding resources for Guest Services team members.
• – Process, code, reconcile, and approve departmental payroll in accordance with company policies.
• – Collaborate with other departments to ensure seamless guest experiences throughout the resort.
• – Support resort initiatives and perform other related duties as assigned.

Qualifications:

• – Minimum of 3 years of progressive experience in hospitality, tourism, guest services, hotel operations, or a related customer service environment.
• – Minimum of 1–2 years of supervisory or team leadership experience, including scheduling, coaching, and performance management.
• – Demonstrated experience delivering exceptional guest service and resolving guest concerns with professionalism and sound judgment.
• – Proficiency with Microsoft Suite of products (Word, Excel, Teams, Outlook, etc.).
• – Experience operating, configuring, and maintaining Point-of-Sale (POS) and/or Property Management Systems (PMS).
• – Experience handling cash, reconciliations, and financial controls.
• – Strong organizational, communication, and interpersonal skills.
• – Proficiency with Microsoft Office, particularly Excel, Outlook, Teams, and Word.
• – Ability to work a flexible schedule, including evenings, weekends, and holidays.

Core Competencies:

• – Guest Experience Excellence
• – Team Leadership
• – Communication & Collaboration
• – Operational Excellence
• – Problem Solving & Decision Making
• – Attention to Detail
• – Systems Proficiency
• – Financial Accountability
• – Adaptability
• – Continuous Improvement

Where We Are:

Castle Mountain Resort is located at the end of Highway 774, near Pincher Creek, AB. This is a remote work location. More information on our location and our resort can be found at skicastle.ca.

Employment Level:

Full-time

Work Conditions:

• – This position requires on-site attendance
• – Some travel may be required
• – Manual dexterity required to use desktop computer and peripheral
• – Flexible working hours required (working weekends within winter and when events are occurring in the non-ski season)

Eligibility Statement:

Must be legally entitled to work in Canada.

Equity Statement:

Castle Mountain Resort is committed to fair and inclusive hiring practices. We believe in providing equal employment opportunities to all qualified applicants.