Marmot Basin Jasper AB Guest Services Supervisor

The Fairmont Jasper Park Lodge; Municipality of Jasper; On-site; CAD 30,000 - 60,000; Full time

Job summary

A premier resort in Alberta is seeking a Guest Services Supervisor to oversee daily operations, manage staff, and deliver exceptional service. The ideal candidate has management experience and strong leadership skills, with a commitment to service excellence. This seasonal role includes working weekends and holidays during the ski season from October to May.

Qualifications

• 2 years of management or supervisory experience.
• Strong computer and POS skills.
• Excellent money handling skills.

Responsibilities

• Oversee all day-to-day operations of the Guest Services Department.
• Supervise, support, and mentor Coordinators and Guest Services Agents.
• Champion a guest-first culture by setting the tone for service excellence.

Skills

Organizational skills

Leadership

Customer service skills

Problem-solving skills

Communication

Tools

POS systems

Financial software

Data management software

Microsoft Word

Microsoft Excel

Job description

Position Details

Location: Marmot Basin, Jasper, AB
Job type: Seasonal
Shift and schedule: Weekends as needed; includes evenings, weekends, and holidays as required
Location: Jasper, AB

Overview

The Guest Services Supervisor plays a critical leadership role in the day-to-day operations of the Guest Services Department. This position oversees the full function of the ticket office, manages the sales and distribution of all lift ticket products (including third-party and consignment sales), and ensures exceptional service to guests through in-person, phone, and email interactions. Working closely with the Guest Services Manager, the Supervisor leads staff scheduling, hiring, training, and performance management. They coordinate with Finance to ensure accurate reporting, balancing, and reconciliation of all monetary transactions. The Guest Services Supervisor upholds company standards, ensures compliance with Alberta Occupational Health and Safety legislation, and cultivates a safe, efficient, and enthusiastic work environment. This is a full-time, seasonal role with Ski Marmot Basin, running from Mid-October 2025 to Mid-May 2026. The Supervisor is expected to work 5 out of 7 days per week, including evenings, weekends, and holidays, as required. A standard probationary period applies under Alberta Employment Standards.

Responsibilities

• Oversee all day-to-day operations of the Guest Services Department
• Supervise, support, and mentor Coordinators and Guest Services Agents
• Work with the Guest Services Manager to ensure all staff are effectively trained, scheduled, and supported in the sale of tickets, season passes, Escape Cards, and related products
• Provide ongoing training in procedures, customer service, and POS systems
• Conduct performance conversations and corrective action in alignment with company policy, in consultation with the Guest Services Manager
• Exercise authority in scheduling, task delegation, and daily operational decisions within the department
• Communicate and implement new initiatives and directives from management
• Maintain payroll records and ensure staff compliance with company policies and expectations
• Coordinate uniform standards, including enforcement of dress code and name tags
• Balance the main safes and oversee float distribution across departments
• Organize and monitor bank and coin runs; ensure sufficient cash-on-hand
• Review, verify, and balance all departmental cash-outs; coordinate daily consolidated deposits
• Ensure accurate ticket pricing, discount settings, and complimentary file updates in RTP
• Troubleshoot RTP and POS issues in collaboration with internal and vendor support teams
• Organize and distribute third-party and consignment tickets (e.g., hotels, tour operators, ski shops)
• Monitor ticket and product inventory; restock season passes, vouchers, SM/FS cards, gift certificates, and bus tickets
• Support POS and credit card machine function and maintenance
• Assist with special group sales, including race events, by organizing tickets for racers and coaches
• Champion a guest-first culture by setting the tone for service excellence
• Support team in handling escalated guest issues, complaints, or incidents
• Serve as point-of-contact for sensitive lost and found items, including coordination with police after 48 hours
• Act as a point of contact for front-line response during resort emergencies or unexpected disruptions, including weather closures or power outages; coordinate guest communication and service continuity
• Respond promptly to operational challenges such as power outages or high-volume issues
• Respect and adhere to company 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 Privacy Policy

Qualifications

• 2 years of management or supervisory experience
• Business / Finance experience
• Financial / accounting software experience
• Data management software experience
• Strong organizational skills
• Strong computer and POS skills (Word, Excel, RTP, POS)
• Excellent money handling skills

Core Competencies

• Demonstrated leadership for communicating with different departments, cultures & mindset to accomplish objectives
• Strong prioritization, time management, planning and organizational skills
• Analytical thinking and critical problem-solving skills
• Customer-focused mindset and commitment to service excellence
• Ability to work with tight deadlines
• Flexible schedule; able to work independently and as part of a team
• Ability to handle urgent and high-pressure situations
• Demonstrated training abilities for staff

Attributes

• Professional deportment with excellent customer service skills
• Strong initiative and proactive problem-solving
• Trustworthy and capable of working unsupervised
• Motivated and committed to continuous improvement

Job Details

Pay Type: Hourly