Lodging & Resorts jobs

GUEST SERVICES MANAGER

Reports to: General Manager

The Guest Services and Dispatch position is a full time, seasonal position that provides a first point of contact for guests and ensures their questions and queries are answered. They are responsible for ticket and pass sales, customer questions and concerns and on-mountain admin tasks such as cash outs and bank deposits. They are also responsible for monitoring and recording all radio communications, relaying information and dispatching resources as well responsibilities in assisting with Snow School and in the Rental Shop.

Key Responsibilities:

Dispatch (Base 1 Radio Communications)

● Monitors and records all relevant radio communications. Takes action where required

● Locates and dispatches necessary resources and relays information, including coordinating with emergency services where applicable

● Provides training on radio use to employees

● Completes any and all paperwork in a timely manner

Guest Services

● Ensures proper float amount at the start and end of day

● Ensure the cash report for their till is correct and balanced

● Investigate any overages or shortages in their till

● Provide documentation and reasons for ALL discounts

● Maintain a good relationship with Guests while maintaining a courteous and professional attitude

● Follows all health and safety procedures according to COVID regulations and the Team Manual

● Fosters an atmosphere of partnership and cooperation

● Promotes positive teamwork in the GSO as well as in other HBM locations

● Ensures guest payments are taken in a timely and professional manner

● Issues tickets and season passes for guests

● Answers all inquiries about mountain activities, directs guests to appropriate help

● Looks for opportunities to offer additional services

● Notifies Manager of any incidents

● Organize and keep track of Lost & Found items

● Sets out all consumable supplies

● Maintains adequate inventory and notifies Manager when short

● Shops for needed supplies

● Processes end of shift reports from all tills for accounting

● Creation and implementation of a rigid cleaning schedule

o Washrooms

o Public areas

o Staff areas

● Maintains tidy and organized work area

● Handles cash and balances against system

● Performs opening and closing duties

● Works cooperatively in a team based environment

● Carries out other related duties as assigned in a variety of departments

● Follows all operational policies and procedures and communicates deficiencies and recommendations to the Manager

● Checks daily with each department head to be informed of all activities and events

● Prepares a public morning memo (Kickstart) with weather, groomed runs and activities

● Updates the website and snow phone twice daily

● Prepares and manages change orders

● Takes care of the Mountain Bank by giving proper change when requested and ensuring the Bank is always balanced

Snow School Responsibilities

● Assist On Mountain Admin in answering snow school emails and in preparing group and school group schedules

● Assist On Mountain Admin in responding to voicemails left on the Snow School phone

● Assist in coordinating booking of lessons with the Rental Shop and Snow School and keeps the Google Drive lesson booking sheets up to date

● Assist by printing off accurate number of tickets, and tallying amounts owing for invoice at the end of the day, as well as know how to create those invoices

● Assist in organizing Kids Kamp groups/bus schedule/crafts

Rental Shop

● Carry out all transactions in a friendly and professional manner

● Perform accurate end of day Cash Outs

● Ensure proper float amount is present at beginning and end of day, and cash report is balanced and correct

● Inform guests of lesson details and book lessons accurately for guests

● Ensures rental forms are completely filled out before proceeding with equipment

● Assists in the Rental Shop where necessary ex: running the till, setting/teching rental equipment

Additional Responsibilities

● Ensures time cards are completed on a daily basis and time cards are sent in on a bi-weekly basis.

● Maintains a log book of guest situations.

Qualifications:

● Ability to complete written logs

● Willingness to work a flexible schedule

● Self-motivated and able to work in a fast paced environment

● Ability to handle moderate physical lifting and movement

● Knowledge of relevant health and safety regulations

● Knowledge of basic math

● Excellent interpersonal skills with employees as well as the general public

● Organized with strong administrative and time management skills

● Knowledge of the Alpine Responsibility Code

Education and Experience, Certificates and Licenses

● Education: High school diploma is required.

● Experience: At least two years Guest Services experience is required

● Experience: At least two years cash handling experience required

● Experience: At least two years experience working on a ski hill

● Experience: At least two years of radio training is required

● Good organization and attention to details

Wages and Benefits

● Wage: competitive compensation and package including:

o Free season pass

o Discounts in F&B and Retail

o Friends and family discounts on tickets, rentals, and lessons

o Fun and social work atmosphere in a unique mountain environment

Contract length: 5.5 months

Expected start date: October 16th, 2026

Job Types: Full-time, Contract

Pay: $52,002.80 per year

Benefits:

• Company events
• Discounted or free food

Ability to commute/relocate:

• Smithers, BC: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (preferred)

Experience:

• Guest services: 1 year (required)
• Cash handling: 1 year (required)
• radio training: 1 year (required)

Work Location: In person