Guest Services Supervisor

Tenaquip NIS Limited.; Brocket; On-site; CAD 47,000 - 49,000; Full time

Benefits offered by this job

Full mountain season pass for you and

Job summary

Castle Mountain Resort in Pincher Creek, AB, is seeking a Guest Services Supervisor for the on-site, full-time seasonal role from September to April with potential extension. You will lead the Guest Services team, oversee reservations, check-ins, and ticket sales, and ensure exceptional guest experiences across all touchpoints.

Ideal candidates have 3+ years in hospitality and 1–2 years of supervisory experience, plus strong skills with POS/PMS systems and Microsoft Office.

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.
• 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.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.

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 POS and PMS.
• Lead the administration, training, and compliance of the resort's Release of Liability waiver program.
• Monitor and analyze Guest Services 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.
• Maintain and continuously improve training materials, SOPs, 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.

Skills

Guest services

Leadership

POS/PMS knowledge

Cash handling

Communication

Tools

POS systems

Microsoft Excel

Job description

Who We Are:Nestled in the southwestern corner of Alberta, in the rugged and legendary Canadian Rockies, Castle is as authentic as it gets. Hard-working, hospitable, and here for the powder is what we’re all about. With less than 200 employees we’re a small, passionate team of winter enthusiasts. Here, we’re all family and you will quickly find you are right at home. If this sounds like you, then we want you to join us. Our resort is not owned or operated by a large ski conglomerate; rather by a bunch of local skiers and riders who are passionate about steep terrain and great snow.Operational decisions are made here (head office = the basement of the day lodge) and our long-term direction is plotted by a group of passionate, volunteer board of directors who represent more than 200, predominately local shareholders. More Info including staff perks can be found at: https://www.skicastle.ca/employment/

Pincher Creek

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
• Operational Excellence
• Problem Solving & Decision Making
• Attention to Detail

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 .

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.