Guest Services Manager

Come work with us in Lake Louise. Live, Work, Play surrounded by awe-inspiring views!

The Lake Louise Ski Resort is a world-class ski area nestled in the heart of the Canadian Rockies. We are a year-round operation, operating as a ski resort in the winter months and as a wildlife interpretive centre and sightseeing gondola in the summer months.

Whether you want to work indoors or outdoors, no day will ever be the same. As an employee you can expect a great working environment, employee benefits, competitive wages and the experience of a lifetime.

At present some of our Employee Perks include:

• LLSR Staff lift pass
• Free employee transportation from the resort to Lake Louise Village
• Food and Beverage discounts at designated cafeterias and restaurants
• Retail store discounts
• Staff rates at Skoki Backcountry Lodge
• Complimentary tea, coffee and hot chocolate at designated cafeterias when you provide your own reusable mug
• Employee recognition programs
• Long Service Award programs
• Opportunity for educational growth and development
• Optional subsidized staff housing for full-time employees
• Awesome Staff events, activities, and team building events throughout the season
• RRSP matching contribution depending on length of service
• Extended health care plan depending on length of service
• Year-round employees may be eligible for spousal and family passes

Job Description:

The Lake Louise Ski Resort is seeking an enthusiastic and experienced Guest Services Manager to join our team. As the Guest Services Manager you will play a pivotal role in ensuring exceptional guest experiences and satisfaction at our resort. Your leadership, communication, and problem-solving skills will contribute to creating memorable moments for our guests, while also maintaining efficient operations and a high level of service quality.

The ideal candidate will have excellent communication skills, strong leadership abilities, and a passion for driving positive experiences.

Job Responsibilities:

• Lead the guest services team to provide a warm, welcoming, and attentive experience for all visitors to the ski resort. Ensure that guests' needs and concerns are promptly addressed to enhance their overall enjoyment.
• Responsible for providing comprehensive staff training, communicating expectations and fostering a collaborative and guest-focused atmosphere to ensure team members are well-equipped to deliver exceptional service.
• Oversee the daily opening and closing procedures of guest services, mountain greeting, ticket windows, switchboard and season pass desk.
• Maintain open lines of communication with other departments such as ski school, rentals, and food services to ensure seamless coordination of guest experiences.
• Develop and manage guest services staff schedules to ensure adequate coverage during peak periods while optimizing efficiency during quieter times.
• Ability to analyze and interpret the needs of guests and offer and oversee the appropriate options, solutions, and resolutions.
• Assist in the development of the guest services budget and manage expenses effectively to ensure financial goals are met.
• Entry, coding, reconciliation, and approval of payroll
• Providing weekly, biweekly, and ad hoc reports
• Assisting senior management with administrative duties
• Communicate changes in policy, procedures, products, services, promotions, or any other alterations that affect delivery of customer service
• Design and implement strategies to motivate the Guest Services team to achieve

Job Requirements/Qualifications:

• Bachelor's degree in Business Administration, or a related field an asset.
• Proven experience in Guest Service, with ideally 3 years in a leadership role.
• Excellent communication and interpersonal skills, with the ability to interact with employees at all levels.
• Demonstrated problem-solving and conflict resolution skills.
• Solid organizational and time management abilities, with the capacity to handle multiple tasks and prioritize effectively.
• Proficiency in with Microsoft Word & Excel, Outlook
• Standard working hours are expected. However, occasional flexibility may be required to accommodate business needs or special functions/events.
• A police background check will be required upon commencement of employment.
• A three month probationary period applies.

Work Schedule:

5 days on / 2 days off

Note: This job description is intended to convey information essential to understanding the scope of the position. It is not an exhaustive list of skills, efforts, duties, or responsibilities associated with the role. Management reserves the right to modify, add, or remove duties as necessary.