Lead Coordinator, Guest Services
CMH Heli-Skiing & Summer Adventures
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Benefits offered by this job
Job summary
CMH Heli-Skiing & Summer Adventures in Banff, Alberta seeks a Lead Coordinator, Guest Services to support the Manager, Guest Services in daily operations, guide a team, and ensure exceptional guest experiences across pre- and post-trip journeys.
You will coach and onboard staff, monitor workloads, handle escalations, and collaborate with Sales, Operations, Lodges, and Finance to maintain service levels during peak seasons.
Qualifications
- Post-secondary education in a related field.
- Minimum 3 years of experience in a guest-facing, administrative, reservations or hospitality role.
- Experience training, mentoring, or supporting peers in a team environment.
- Experience working with CRM, reservations or operational systems.
- Experience in the ski industry, preferred.
Responsibilities
- Act as the first point of contact for Guest Services Coordinators requiring operational guidance or support.
- Assist in monitoring team workloads and help prioritize tasks to ensure service standards are maintained.
- Support the Manager, Guest Services in coordinating daily department activities and coverage needs.
- Provide coaching, mentorship and informal leadership to Guest Services team members.
- Assist with onboarding and training of new employees.
- Support ongoing development of team knowledge and operational expertise.
- Participate in regular team meetings and contribute to department planning initiatives.
- Assist with guest escalations and complex situations, escalating as appropriate.
- Monitor departmental processes and identify opportunities for increased efficiency and consistency.
- Support workflow management to ensure service levels and response timelines are achieved.
- Ensure departmental procedures and standards are being followed consistently.
- Maintain strong working relationships with Sales, Operations, Logistics, Lodges, Finance and other internal stakeholders.
- Support the coordination of guest-related issues requiring cross-department collaboration.
- Assist with department projects and initiatives as assigned.
- Champion a high standard of guest service throughout the guest journey.
- Ensure guest interactions reflect CMH's values and brand standards.
Skills
Education
Tools
Job description
We work hard, we play hard, and we have the best time doing it. Our mission is to guide our staff and guests through life-changing mountain experiences, and our vision is to be recognized as the world leader of guided mountain experiences - by our guests, our employees, our partners, and our communities. We're all drawn to CMH for different reasons, but we stay for the people-both employees and guests-who are brought together by a unique shared passion for skiing, riding, the mountain world, and life in general. CMH is where mountain magic happens!
We work hard, we play hard, and we have the best time doing it. Our mission is to guide our staff and guests through life-changing mountain experiences, and our vision is to be recognized as the world leader of guided mountain experiences - by our guests, our employees, our partners, and our communities. We're all drawn to CMH for different reasons, but we stay for the people-both employees and guests-who are brought together by a unique shared passion for skiing, riding, the mountain world, and life in general. CMH is where mountain magic happens!
- Safety as a cornerstone.
- Share our passion - every day.
- Always act with integrity.
- We work as a team.
- Aim for best.
- Balance our social, fiscal, and environmental responsibilities.
- The opportunity to build lifelong friendships with staff and guests from around the world.
- Working for a company that stands behind its mission, vision, and values.
- An inclusive and rewarding company culture where employees are valued and supported.
- Explore and work at a world-class mountain destination.
- Enjoy meals created by culinary professionals that incorporate fresh, local ingredients.
- Work with hospitality professionals that take pride in providing a high-end guest experience.
- An opportunity to grow and learn in a work environment that promotes feedback and development.
- Discounts with brand partners and on CMH merchandise.
- Opportunities to heli-hike and heli-ski, as available.
CMH is honored to operate in the traditional territories of the Ktunaxa, Secwépemc, Syilx, Sinixt, Carrier (Dakelh), and Stoney Nakoda Nations.
The Guest Services Lead Coordinator supports the Manager, Guest Services in the day-to-day operation of the Guest Services department. The role acts as a senior resource for the team by providing operational guidance, supporting training and onboarding, monitoring workloads, assisting with escalation situations, and driving consistency in departmental processes. The Guest Services Lead Coordinator serves as a subject matter expert in guest service operations, reservations processes, and departmental systems while working closely with internal stakeholders to support an exceptional guest experience. This role provides leadership through influence, coaching, and mentorship while maintaining an active workload and supporting the team through the full pre- and post-trip guest journey.
- Act as the first point of contact for Guest Services Coordinators requiring operational guidance or support.
- Assist in monitoring team workloads and help prioritize tasks to ensure service standards are maintained.
- Support the Manager, Guest Services in coordinating daily department activities and coverage needs.
- Provide coaching, mentorship and informal leadership to Guest Services team members.
- Assist with onboarding and training of new employees.
- Support ongoing development of team knowledge and operational expertise.
- Participate in regular team meetings and contribute to department planning initiatives.
- Assist with guest escalations and complex situations, escalating as appropriate.
- Monitor departmental processes and identify opportunities for increased efficiency and consistency.
- Support workflow management to ensure service levels and response timelines are achieved.
- Ensure departmental procedures and standards are being followed consistently.
- Maintain strong working relationships with Sales, Operations, Logistics, Lodges, Finance and other internal stakeholders.
- Support the coordination of guest-related issues requiring cross-department collaboration.
- Assist with department projects and initiatives as assigned.
- Champion a high standard of guest service throughout the guest journey.
- Ensure guest interactions reflect CMH's values and brand standards.
All employees will support the implementation of CMH health and safety and sustainability initiatives and participate in training and provide assistance as required during emergency response situations.
- Post-secondary education in a related field.
- Minimum 3 years of experience in a guest-facing, administrative, reservations or hospitality role.
- Experience training, mentoring, or supporting peers in a team environment.
- Experience working with CRM, reservations or operational systems.
- Experience in the ski industry, preferred.
All CMH employees will demonstrate integrity, discretion, and critical thinking, along with adaptability and effective problem-solving skills. A positive, collaborative working style is essential, with the ability to build meaningful relationships with key internal and external stakeholders. Strong organizational skills, attention to detail, and strategic planning abilities are crucial. The candidate must be able to communicate clearly, effectively, and in a timely manner, maintaining professionalism and confidentiality in all interactions. Proficiency in Microsoft Office and the ability to quickly learn other relevant software platforms are important, as is the ability to prioritize tasks in a fast-paced environment with fluctuating seasonal workloads and changing priorities. The role requires a trustworthy, goal-oriented, respectful, and self-directed individual who can navigate complex responsibilities. Additionally, the candidate must have the confidence to interact with all levels of the company, including those in remote locations within a hub-and-spoke model.
- Able to lift, carry, or otherwise move and position up to 20 pounds on an occasional basis.
- Manual dexterity to operate a computer and other common office equipment on a constant basis.
- This position is required, at times, to work on evenings, weekends, and holidays based on the needs of the business.
- This position may require occasional travel to CMH areas, as well as some travel to industry functions on an occasional basis.
- CMH is committed to developing a rich culture, a diverse workforce, and a healthy work environment in which every employee is treated fairly and respected. Each employee will contribute to the company's success while also having the opportunity to achieve their full potential as individuals.
This position description is an overview of the scope of responsibilities for the role described above. With the evolution of CMH, the responsibilities of this position may change, as may the details that are associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others.
A competitive compensation package will be provided based upon qualifications, experience, and skill set. Further details will be discussed in a personal interview.
- Health and dental benefits.
- Group Savings Plan eligibility.
- Paid personal/sick days.
- CMH Ski Pass Program.
- IKON Pass Benefits.
- Pro deal affiliations with Brand Partners.
- Opportunities to heli-hike and heli-ski, as available.
- CMH is an equal opportunity employer**
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