Marmot Basin Jasper AB Guest Services Manager

The Fairmont Jasper Park Lodge; Municipality of Jasper; On-site; CAD 80,000 - 100,000; Full time

Job summary

A premier ski resort is seeking a Guest Services Manager to lead the operations of the guest services team. You will ensure exceptional guest experiences by training staff, managing budgets, and overseeing ticketing services. Ideal candidates should possess strong leadership qualities, analytical skills, and a passion for hospitality. This full-time position based in Jasper, Alberta offers a dynamic work environment, especially during peak ski season.

Qualifications

• 3-5 years of management or supervisory experience preferred.
• Business or finance background required.
• Strong organizational and computer skills imperative.

Responsibilities

• Oversee daily operations and staff within the Guest Services Department.
• Manage departmental budgets and staffing schedules.
• Train staff on customer service and cash handling procedures.

Skills

Leadership

Customer focus

Time management

Organizational skills

Analytical skills

Tools

RTP

POS systems

Microsoft Word

Microsoft Excel

Job description

Position Overview

Reports To: Vice President. This is a full-time, year-round role with Ski Marmot Basin Limited Partnership, 40 hours per week. The Guest Services (GS) Manager is responsible for ensuring an exceptional guest experience from arrival to departure. This leadership role oversees the daily operations of guest services. The ideal candidate brings a passion for hospitality, a deep understanding of service standards, and a love for mountain resort culture. The GS Manager oversees and is responsible for all functions of the Guest Services department including the ticket office and all ski lift ticket products on-site, online, at the town store, through third party vendors and re-sellers. The GS Manager will ensure all staff are professional, knowledgeable, and enthusiastic with their interaction with guests and other staff.

Job Duties & Responsibilities

• Oversee all operations and staff within the Guest Services Department.
• Hire, train, schedule, and evaluate Guest Services staff to ensure consistent delivery of high-quality customer service and accurate sales of lift ticket products (e.g., tickets, season passes, Escape Cards).
• Prepare and manage departmental budgets, staffing schedules, and payroll.
• Develop, maintain, and implement training manuals, process documents, and onboarding materials.
• Train staff on all relevant systems and procedures, including customer service, product knowledge, cash handling, and safety protocols.
• Communicate and implement new and ongoing programs from resort management to the Guest Services Team.
• Ensure accurate inventory and organization of ticketing products and materials (tickets, vouchers, RFID cards, gift certificates, consignment and bus tickets).
• Monitor and maintain POS systems, including setup, troubleshooting (including RTP), testing of products, and accuracy of ticket pricing, discount structures, and complimentary files.
• Manage cash handling procedures including: Balancing safes and daily deposits; Overseeing floats and coin/bank runs; Ensuring ATM cash levels and accuracy; Verifying cash outs for revenue audits; Ensuring completion and accuracy of day-end procedures and reporting (e.g., Sunshine & Marmot exchanges).
• Collaborate with the Marketing and Accounting departments to maintain and populate the online store with up-to-date products and services.
• Coordinate with other departments (e.g., Group Sales, Snow School, Rentals, Accounting, Food & Beverage) to ensure seamless guest service delivery.
• Confirm Destination Tour Operator bookings and arrange delivery of lift tickets and transportation vouchers to partner hotels.
• Manage distribution of consignment and bus tickets to hotels, tour operators, and ski shops.
• Order and restock supplies, such as season pass cards, printer film, waivers, and other materials.
• Handle and document valuable lost and found items.
• Monitor guest feedback and analyze trends to improve service delivery and guest satisfaction.
• Enforce resort policies, service standards, and safety procedures within the Guest Services area.
• Provide leadership and support during peak periods, including weekends, holidays, and special events.
• Promote resort offerings and upsell relevant services to drive revenue.
• Ensure all Guest Services and ticket office staff are in proper uniform and wearing name tags.
• Assist other managers or departments as needed.

Supplementary

• Respect and adhere to the company’s policies and procedures as set in the “Corporate Policies”, “Employee Handbook” and “Safety Operations Training Manuals”.
• Understand and adhere to Ski Marmot Basin’s “Harassment Policy” and the company’s “Privacy Policy”.

Core Competencies

• Demonstrated leadership for communicating with different departments, cultures & mindsets to accomplish position objectives and responsibilities.
• Demonstrated strong prioritization, time management, planning and organizational skills.
• Analytical skills.
• Critical thinking.
• Highly customer focused.
• Able to work with tight deadlines.
• Able to work a flexible schedule.
• Able to work independently and as part of a team.
• Be able to deal with urgent and high-pressure situations like power outages and irate or unhappy guests.
• Demonstrated training abilities for staff.

Core Qualifications

• 3-5 years Management or Supervisory experience preferred.
• Business / Finance experience.
• Financial / accounting software experience.
• Data management software experience.
• Strong organizational skills.
• Strong computer and POS skills (Word, Excel, RTP, POS).
• Good money handling skills.

Attributes

• Professional deportment with excellent customer service skills.
• Strong team member able to take direction.
• Trustworthy and capable of working unsupervised.
• Passion for skiing and snow sports.

Job Details

• Pay Type: Salary
• Employment Indicator: Year-round
• Job Start Date: Tuesday, July 1, 2025
• Location: Jasper, AB
• Job Type: Full-time
• Shift and Schedule: Weekends as needed