marmot basin Guest Services Agent

1 Marmot Rd, Jasper, AB
Job details

Job type
Shift & schedule
Day shift
Reports to: Guest Service Supervisor and Guest Service Coordinator

Guest Services at Marmot Basin is the first frontier to getting that taste of experiencing the great Canadian Rockies. We strive to create a compelling experience for our guests by getting them the best deals and service in lift ticket and pass products, but it is equally important to us to foster an environment of growth, opportunity and memories for the people who work with us. We have the privilege of employing people who come from all around the world to experience a season(s) delivering stellar guest service to all who visit. Best of all, if you fall in love with Jasper and want to further explore a summer in the Canadian Rockies, full of hiking, paddling, biking, or even just relaxing by the lake, our team carries over to Jasper SkyTram for the summer months. Our team is comprised of all levels of skiers and snowboarders, so whether you have been flying down the mountain your whole life or never touched snow, we have a place for you here.

Position Overview
Guest service agents operate within the ticket office on site at Marmot Basin or Jasper SkyTram. The main responsibilities include selling tickets, passes and cards to guests as well as maintaining excellent knowledge of products offered. Overseeing all incoming guest service emails, phone calls and addressing guests’ questions, comments and concerns ensuring the correct course of action is followed through with. Guest Service Agents may be required to assist in other areas or departments when required.

This position is seasonal with the Marmot Basin winter season commencing in November and Jasper SkyTram summer season commencing in March.

Alberta Employment Standards regarding probationary periods apply.

What does a day in the life of Guest Services look like?

Well, after awaking from the blissful shuttle bus nap, everyone heads into the office. (Marmot Basin shuttle = 45 mins) The Coordinators hand out the cash tills and everyone gets ready to open their stations. Agents will count tills and make sure they have the correct amount of money in their floats, boot up our point of sales software, and await the crowds. As guests start to arrive, we sit at the windows and help them get onto the hill with the best product for their needs. The pace varies from day to day, but Saturdays tend to be incredibly busy! We sell lift tickets, season passes as well as discount cards for Marmot Basin and there is a lot of savvy product knowledge and discounts on discounts on discounts to wrap your head around, but don’t worry, you always have coordinators and supervisors backing you up.

When working at Marmot Basin we run one shift every day from 8 to 5: Once the morning lines settle down, we start into lunch breaks. Everyone gets an hour of free time where they can go grab a meal or get out on the mountain. We can often accommodate longer lunch breaks for those who want more time to ski or board. We encourage our staff to take advantage of their free ski pass not only for your health and mental well being but to help boost your knowledge of the hill. Afternoons operate at a more relaxed pace. We respond to customer inquiries, keep up with different reporting tasks we do at daily or weekly frequencies, and fulfill consignment orders for companies that sell our products. The day ends as everyone cashes out and completes reports; The sun sets on another day at Marmot Basin.

Job Duties/Responsibilities:
Ski Marmot Basin:
Sell and promote window tickets and passes; understand all discount and promotional programs available.
Confidently handle cash, credit/debit transactions while using a Point-of-Sale (POS) System – RTP and follow the procedures related to its use.
Understand all reciprocal, affiliate, and ambassador programs available.
Process and understand voucher types and the billing process for 3rd party companies.
Fix problems in a timely manner (e.g. pass not scanning, exchanging products)
Assist guests with filling out our legal waivers accurately.
Receive guest complaints and refer to supervisor as needed.
Generate refunds as required as outlined in applicable policies. Maintain an up-to-date knowledge of refund policies.
Maintain extensive knowledge about both locations and updated manuals when necessary.
General office duties such as filing, cleaning, inventory count, etc.
All Marmot Basin employees will conduct themselves in compliance with Alberta Occupational Health and Safety legislation as it relates to their job.
Other duties as assigned or required.
Demonstrated excellent customer service skills dealing with the general public.
Previous guest services/customer service experience preferred.
Previous supervisory experience an asset.
Strong conflict resolution skills.
Demonstrated organizational skills.
Strong computer skills (Word, Excel, PowerPoint, etc.)
Cash handling and numeracy skills.
Ability to work well under pressure, i.e., during busy periods.
Ski/Snowboarding industry experience an asset.
A second language is an asset.
Core competencies:
Professional deportment with excellent customer service skills: experience dealing with all patrons.
Cheerful, outgoing personality; demonstrated temperament and disposition for stressful situations or irate customers.
Self-motivated and able to work unsupervised.
Excellent organizational and time management skills are a must.
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”.
Strong team member able to take direction.
Motivated and observant; able to perceive needed tasks and complete them without direction.
Self-aware; able to identify strengths and gaps in own abilities and training.
Able to use taught skills and previous experience to problem solve.
Recreational mountain pursuits, such as hiking, rock climbing, and ski touring, are considered assets.
Please note that you may not receive full-time hours at the beginning/end of the season and during other slow periods.