Overview

As the Guest Services Manager, you’ll play a key leadership role in ensuring exceptional experiences for our guests, through the efficient operation of our Guest Services department, all the while working collaboratively with other leadership team members across the resort. Your exceptional leadership, organization, and communication skills will help you manage and inspire your team day in and day out, while your enthusiasm, kindness, and problem-solving skills will ensure you drive positive experiences for guests and staff alike. Come work with us in the South Canadian Rocky Mountains!

What We Offer You

– Full mountain season passes for employees and dependents
– Several employee discounts around the resort
– Health and dental benefits (after 3 months of continuous employment)
– Salary commensurate with experience
– Professional development opportunities
– Performance incentive plan eligibility
– Full-time, year-round employment (40 hours / week)

Responsibilities

– Establish and lead a high-performing guest services team, to meet and exceed customer expectations. This includes, but is not limited to, hiring, scheduling, training, overseeing daily tasks & monitoring / reviewing performance.
– Foster a warm, collaborative, and guest-centric atmosphere to ensure team members are well-equipped to deliver exceptional service.
– Greet and assist guests in a manner that models exemplary conduct to team members.
– Become an expert in understanding and communicating CMR’s various offerings and experiences.
– Communicate changes in policy, procedures, products, services, promotions, or any other alterations that affect delivery of customer service.
– Organize / oversee the resort’s volunteer mountain host program, and administer programs with other external partners / stakeholders.
– Lead in the programming, set-up, and maintenance of the resort’s integrated point-of-sale.
– Take ownership over the set-up, administration, and documentation of the resort’s release of liability platform.
– Develop, track, and analyze guest services related key performance indicators.
– Create & ensure adherence to an annual budget.
– Anticipate and analyze the needs of guests and offer and oversee the appropriate options, solutions, and resolutions.
– Ensure an adequate level of guest services related supplies (ticket / pass supplies, paper products, etc.) are on hand and facilitate supply orders for other departments.
– Assume responsibility for daily closeouts and cash management.
– Maintain and update training materials for new guest services team members.
– Maintain open lines of communication with other departments such as sales & marketing, snow school, accommodations, and food & beverage, to ensure seamless coordination of guest experiences.
– Entry, coding, reconciliation, and approval of payroll.
– Assist senior management with other administrative duties, as assigned

Qualifications

– A minimum of 3 years’ experience in a supervisory or management role.
– Proven customer service experience, with preference given to candidates with previous ski and/or hospitality industry experience.
– Proficiency with Microsoft Suite of products (Word, Excel, Teams, Outlook, etc.).
– Experience programming and using an integrated, hospitality point-of-sale system (with a preference given to candidates having used ski industry points-of-sale).
– Experience handling cash and dealing with end of day cashouts.
– Strong written and verbal communication skills.
– Flexibility and the ability to adapt tasks and focus to thrive in a fast-paced environment.
– Ability to independently work through assigned tasks to completion.

Core Competencies

– Personal accountability
– Empathetic listener
– Excellent communication skills
– Exceptional problem-solving skills and the ability to think critically
– Superb planning and organizational skills
– Detail oriented
– Adaptable to changing / variable work conditions
– Flexible to the needs of different resort departments (Accommodations, Food & Beverage, Snow School, etc.)
– Results focused
– Self-driven
– Committed to continual learning and professional development

Where We Are

Castle Mountain Resort is located at the end of Highway 774, near Pincher Creek, AB. This is a remote work location. There is a communal living Staff Accommodation building on-site for new and returning non-supervisory, seasonal employees. More information on our location and our resort can be found at skicastle.ca

Work Conditions

– This position requires on-site attendance
– Some travel may be required
– Manual dexterity required to use desktop computer and peripheral
– Flexible working hours required (working weekends within winter and when events are occurring in the non-ski season)

Eligibility Statement

Must be legally entitled to work in Canada.

Equity Statement

Castle Mountain Resort is committed to fair and inclusive hiring practices. We believe in providing equal employment opportunities to all qualified applicants.