Jasper SkyTram Guest Services Coordinator

Jasper, AB
From $18 an hour - Full-time
Jasper, AB
From $18 an hour
Job details

From $18 an hour
Job type
Shift and schedule
Weekends as needed
Afternoon shift
Morning shift
Evening shift
Day shift
Jasper, AB
Reports To: Guest Services Supervisor and Assistant Supervisor


If you are passionate about the outdoors and embrace the idea of living and playing in the mountains while working on a mountain with a team of like-minded individuals, Jasper SkyTram is the place for you!

Jasper SkyTram is considered a “must do” for people of all ages and abilities while visiting Jasper National Park in the summer season. We strive to create a compelling experience for our guests, but it is equally important to us to foster an environment of growth, opportunity, and memories for the people that work with us. We have the privilege of employing people from all around the world to experience and share one of the most beautiful places on the planet in a family-fun and adventurous way.

Position Overview:
The Guest Services Coordinator is a dynamic position within the Guest Services department responsible for overseeing the Guest Services Agents, assisting with group sales, and maintaining guest relations while reporting any issues to the Guest Services Supervisors. Guest Services Coordinators are required to step in when the Guest Services Supervisors are not available and must be able to assist with ticket sales and reservation coordination/confirmation.

This is a full-time seasonal position between March and November. The incumbent must be able to work flexible shifts, including evenings, weekends, and holidays.

Alberta Employment Standards regarding probationary periods apply. Wage starts at $18.00/hr.

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

The SkyTram hours of operation vary during the time of the season. For the shoulder seasons (Spring and Fall) there is just one shift during the day. During the Summer months, there are 2 shifts (morning and afternoon/evening). Morning shifts start as early as 7:30 AM and afternoon shifts around 2/3:00 PM. A complimentary staff shuttle is available to transport everyone to and from the mountain and staff accommodation located in the Jasper townsite. As the Guest Services Coordinator, you will arrive in advance of the public to organize the Guest Services Agents for the day. This includes the distribution of cash tills and allocating agents to specific stations on the mountain, relaying any updates for the day events and communicating any issues to supervisors.

Once all agents are in position, it is important to check in on guest correspondence including emails and voice mails. Responding to guest inquiries and addressing any issues on site while ensuring the guests are moving efficiently through the purchase process are top priority throughout the day.

Guest Service Coordinators operate out of the Administration office and have direct contact with all stations on the mountain via phone and two-way radio. You will work closely with the lift operators to ensure all guests are organized in the most efficient manner by utilizing the custom point of sale system and SkyTram flight schedule.

The flow of the day is highly determined by the weather and to what degree you are required to assist with guests outside on site. Otherwise, your day can be consumed in the office organizing online purchases and group sales/travel agent inquiries. You will also delegate break times to the Guest Service Agents when time permits and assist with ticket sales if required.

During your shift you will receive one half hour of free time where you can either sit inside or outside to eat your lunch and relax. At the end of your shift, you will collect all cash tills from the agents and submit reports to the Supervisor or Coordinator prior leaving the mountain.

Job Duties/Responsibilities:
Assist with training staff
Provide informal feedback and coaching staff on an ongoing basis
Enforce company policies, procedures
Cash float distribution to ticket agents
Sell tickets and coordinate discounts when required
Handle cash, credit card and debit transaction while using a custom point of sale (POS)
Apply extensive knowledge of POS and resolve issues as they arise
Review and validate all Guest Service Agent cash-outs. Identify and communicate necessary corrections
Complete daily deposits
Complete daily, weekly and monthly reports on data for 3rd party programs. Perform all changes and corrections
Receive guest complaints and refer to supervisor if required
Maintain knowledge about the Skytram operations
Maintain relations with tour operators and local sales partners
Receive and distribute all external ticket orders
Assisting accounts receivable with balancing accounts for all clientele and partners
Oversee ticket sellers in all the above-mentioned tasks
Delegate additional tasks as required to Guest Service Agents
Coordinate breaks and shift turnovers/ends for Guest Service Agents
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 the companies “Harassment Policy” and the companies “Privacy Policy”.
Previous guest services/customer service experience preferred
Previous supervisory experience an asset
Strong conflict resolution skills
Business / Finance experience
Financial / accounting software experience
Data management software experience
Experience in a related industry preferred
Demonstrated organizational skills
Cash handling and numeracy skills
Ability to work well under pressure, i.e. during busy periods.
Core Competencies:
Ability to remain calm and poised in urgent situations
Leadership skills
Excellent communication and interpersonal skills
Analytical skills
Strong organizational skills
Strong computer skills (Word, Excel, Siriusware, POS)
Good money handling skills
Professional deportment with excellent customer service skills
Strong team member that can 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
French as a second language is considered an asset