Marmot Basin Rental Shop Attendant

1 Marmot Rd, Jasper, AB
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Reports to: Rentals & Repairs Supervisors and Director of Skiing
Position Overview
Within the Rentals Department there can be a lot of movement between the two job positions. Each position will be discussed below.
Rental Attendants work within the Rental Department and are primarily responsible for greeting customers, assisting with filling out waivers, retrieving ski or snowboard boots for customers, and setting up skis and snowboards. Each rental attendant will be trained for each step of the rental process and will be Certified by Tyrolia to set DINs and boot sole lengths on skis safely. As Marmot Basin offers online and over the phone rental reservations, attendants are also trained to set-up equipment ahead of time for guests.
Rental Sale Associates work within the Rental Department and are primarily responsible for greeting customers, processing waivers, taking payment, handling cash, answering phones, answering emails, and taking care of the Lost & Found.
These are both full-time and part-time seasonal roles running from November through May.
The candidates should expect to work in a fast-paced environment sometimes requiring heavy lifting.
Alberta Employment Standards regarding probationary periods apply.
A Day in the Life of a Rental Attendant
Upon arrival to Marmot Basin at 7:45AM on the staff shuttle, you will head into the Rental/Snow Sports School/Group Sales Department to begin your shift. After putting your belongings away, the supervisors will discuss where each employee will be stationed (greeter, waivers, boots, DIN benches), new news to share, and check in with everyone. Afterwards, the first task of the day is putting equipment from the previous day back to their correct spots. This includes boots, skis, boards, helmets, and poles. Once completed, each employee will go to their designated spot as the shop opens at 8AM. Each task is broken down as follows:
Greeter: positioned at the door.
Greets guests with a friendly disposition and excellent customer service.
Directs guests to the appropriate area (Group Sales Desk, Snow Sports Desk, Waiver Station, or the Ski Patrol Clinic).
Answers general questions guests may have regarding directions to other departments, operational hours, food & beverage inquiries, and ski patrol.
Waiver Attendant: positioned within the waiver computers.
Greets guests with a friendly disposition and excellent customer service.
Helps guests fill out an online waiver that prints when completed. This waiver stays with them throughout the entire process.
Boot Attendant: positioned within the boot fitting area.
Greets guests in a friendly manner to make them feel comfortable in a potentially nerve-wracking process.
Asks shoe sizes of the guests, converts these sizes to the appropriate ski and snowboard boot sizes.
Properly fits guests into the boots of their preferred choice. Training will be given in order to properly fit a boot to someone.
Sanitizes boots that are discarded by the guest.
Once properly fitted, the attendant will send the guests to the next step.
Ski/Snowboard Attendant: positioned on a DIN bench.
Greets guests in a friendly manner to make them feel comfortable in a potentially nerve-wracking process.
Scans the waiver and all equipment into the system to attach it to the guest.
Safely fits the boot to the ski using boot sole length and adjust bindings to the guests’ information given by the computer.
Gives out poles and helmets if required, making sure both are appropriately fitted to the guest.
Ensures guests sign the legally binding waiver in the required places.
Directs guests to the Payment Desk for the final step of the renting process.
(Continuation of Day in the Life…)
As the day progresses and customers are being served, you are given an hour break (on busy days) or a longer break if desired from your supervisor. Your break can include a “ride break” where you are able to head out to ski or board for your allotted time. You can bring your own lunch or order food upstairs with Food & Beverage which you get a 30% discount on.
Towards the end of the day, rental returns will be coming in and it is your job, along with a team of others, to successfully return items in the system, sanitize the equipment, and put it away in the appropriate spots. It is important during this time for you to constantly sanitize your hands and be aware that the equipment has been used all day.
The day ends at 5PM, when each staff member will get onto a shuttle that leaves at 5:05PM to take them back to their accommodation to enjoy the rest of their evening in Jasper!

General Responsibilities for Rental Attendants:
Daily sanitization due to Covid-19 and the general health of staff and customers.
Keep the department clean and organized by putting away in the correct spots.
Set up rental reservations for the following day.
Set up group reservations for the following day.
Acquire a proficient knowledge about the equipment delivery system, RTP, and know how to work within it.
Handle customer complaints as they arise.
Demonstrate a good understanding of high-performance skis, boots, and snowboards.
Relay customer comments to supervisors.
Point out safety concerns that may be harmful to other staff members or guests.
Calibrate skis on a Wintersteiger Calibration Machine.
Assist in emergency situations to the best of their knowledge.
Reset all facility lockers, open lockers for customers, and troubleshoot any problems with the locker.
Respond to customers in a courteous and professional manner.
Ensure compliance with Alberta Occupational Health and Safety legislation as it relates to the job.
Assist any other departments as needed and perform any other tasks as assigned.
Respect and adhere to the company’s policies and procedures as set in the “Corporate Policies”, “Employee Handbook”, and “Safety Operations Training Manual”.
Previous experience in customer service to some extent.
Physically fit and able to lift heavy objects, be on your feet all day, and adjust to quickly changing situations.
Willingness to help wherever in the Rentals Department (Snow Sports Desk, Rental Payment Desk, etc.).
Ability to work well under pressure (during busy periods, emergency situations, or difficult customers).
Previous experience in rental shops or ski/snowboard specific industries is valued.
Core Competencies:
A friendly, professional manner when dealing with customers and other staff.
Exceptional customer service skills.
Cheerful, outgoing, easygoing personality and the ability to adapt to all situations.
Self-motivated and able to work alone.
Strong team member able to take direction easily.
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.
Previous skiing and snowboarding experience are considered an asset.
Curiosity to develop knowledge about the ski industry and equipment.
Previous skiing and snowboarding experience are considered an asset.