Visitor Services Supervisor 2

Canada West Ski Areas Association; Elkwater; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading ski resort organization in Alberta is seeking a Visitor Services Supervisor to oversee daily operations at Hidden Valley Ski Resort. Responsibilities include managing staff, delivering exceptional visitor experiences, and maintaining compliance with safety regulations. Ideal candidates will have strong leadership skills and a background in customer service. This role offers an opportunity to enhance service quality and operational efficiency in a family-friendly environment.

Qualifications

• Demonstrated ability to recruit, train, and supervise staff effectively.
• Proven skills in maintaining high customer service standards.
• Experience in managing budgets and financial reconciliation.

Responsibilities

• Recruit and train front-line staff to ensure optimal operations.
• Provide exceptional visitor experiences and resolve complaints.
• Oversee ticketing and reservation operations efficiently.

Skills

Customer service excellence

Staff management

Budget management

Safety compliance

Marketing support

Job description

The Visitor Services Supervisor (VSS) is a vital leadership position responsible for the daily operations of Hidden Valley Ski Resort in Cypress Hills Provincial Park, a popular Alberta Parks winter destination attracting over 22,000 skiers annually. Renowned for its inclusive and family-friendly atmosphere, the resort serves visitors of all skill levels.

The VSS manages front-line staff and essential services including guest services, rentals, ticketing, cafe and snow school to ensure safe, efficient, and high-quality visitor experiences. Core duties encompass staff supervision, scheduling, customer service, financial reconciliation, safety compliance, marketing support, reservation management, and contract coordination. The role requires close collaboration with other park teams to maintain smooth and effective operations.

Key Responsibilities include but are not limited to:

– Recruiting, training, scheduling, coaching, and evaluating front-line and seasonal staff to ensure strong team performance across resort operations.
– Maintaining high customer service standards by delivering exceptional visitor experiences, resolving complaints promptly, and coordinating with park safety personnel.
– Overseeing reservation and ticketing operations, including ticket sales, group and lesson bookings, and managing reservation systems alongside cash handling procedures.
– Supervising facility maintenance, janitorial services, and cafe operations, ensuring compliance with public health and safety regulations.
– Managing retail operations through inventory control, pricing strategies, vendor relations, sales transactions, and maintaining organized retail spaces.
– Providing accurate and timely visitor information via in-person interactions, online content, and printed materials, while keeping safety advisories and event details current.
– Developing, monitoring, and administering budgets, tracking expenditures and revenues, and ensuring compliance with financial policies and procedures.
– Supporting contract management by monitoring service delivery, documenting contractor performance, and advising contract managers to ensure adherence to agreements.
– Driving continuous improvement by analyzing feedback, developing performance metrics, and collaborating with other programs to enhance service quality and operational efficiency.