SkiBig3 is about connecting and sharing all the pieces of a truly Canadian winter ski experience with visitors from around the globe. Grounded by our deep roots in the Canadian Rockies, the experiences we represent are exciting, adventurous, unique and rare. Respecting our unique mountain environment, working collaboratively with a diverse cross-section of individuals, and sharing our passion for Banff National Park is embedded in all that we represent and all that we do. 

 
SkiBig3 is currently recruiting for the full-time, year-round Guest Services Manager to join our team. 
Reporting to the SkiBig3 Senior Manager – Guest Experience, the Guest Services Manager supports the Reservations and Adventure Hub Guest Services and Retail teams by creating a seamless guest path from purchase to arrival in-resort. This position plays a crucial role in training and mentoring front-line staff to ensure that departments are aligned and equipped to deliver effective vacation sales and in resort fulfillment. 

 
Organizational Relationships:  
SkiBig3 Departments, Banff Sunshine/Lake Louise Ski Resort/Mt Norquay rental and guest services departments. 

 
Duties & Responsibilities Include:  

• Support reservations and hub guest services ensuring effective communication of products, promotions and related processes.  
• Develop, implement and evaluate policies and procedures for the operation of Reservations and Hub Guest Services & Retail  
• Oversee all guest services operations for Call Center and Adventure Hub Locations including but not limited to vacation packages, ski passes, retail and rental sales 
• Oversee retail experience for hub locations 
• Develop retail strategy and lead merchandising team to drive retail sales, revenue targets and implement seasonal promotions. 
• Continue to develop and improve staff training program, overseeing all Guest Services staff training and conduct regular reviews   
• Point of contact for resort Guest Service teams, while staying up to date with resort policies  
  Assist with departmental revenue and expense budgeting  
• Implement sales targets based on KPI’s derived from yearly budget.  
• Oversee cross training with hub, sales, and administration to ensure efficient business transactions and quality control  
• Delegate tasks and coordinate staff to ensure maximum productivity  
• Oversee departmental scheduling to ensure needs for Reservations and Guest Services are met appropriately  
• Assist in seasonal flip for Banff location and open/closure of Canmore location  
• Oversee content for subjects related to reservations, guest services and systems in confluence  
• Support administration, accounting and operations teams as needed.  
• Solve customer challenges  
• Lead a team to provide outstanding customer service in a busy retail/rental setting   
• Manage system for SkiBig3 Lift Ticket & Season Pass product sales,   

  
Skills & Experience required   

• Organized, efficient, responsible and mature  
• Excellent written and oral communication skills  
• Possess a minimum 3 years’ experience in a supervisory role, ideally in the ski and snowboard industry   
• Experience with different POS systems and ability to troubleshoot and repair IT issues   
• Providing exceptional customer service and resolving problems efficiently   
• Avid snow sport enthusiast who is familiar with the SkiBig3 resorts and mountain conditions  
• Ability to manage multiple tasks at the same time   
• Proven ability to learn and adapt quickly to changing work environments.   
• Knowledge of ski and snowboard equipment and ability to adjust and repair skis, boards, bindings and boots.   
• Knowledge of payroll & staff scheduling.  
• Ability to work at both Banff and Canmore Locations as needed.  
• Experience with Inntopia, Lightspeed or Talk Desk considered an asset  
   
   

Diversity – equity - inclusion. These are not just words to us; they are principles that guide decision-making throughout our business. How we build our teams, cultivate leaders, and create a workplace where employees feel comfortable bringing their most authentic selves to work each day. 
 
We’re working to eliminate barriers for applicants and team members from equity-deserving groups. If you need any accommodations during the hiring & interview process, please email our Manager of People Operations (sonya@skibig3.com) to enquire.  
 
If you are the perfect fit for the above-mentioned position, please submit your resume and cover letter to employment@skibig3.com and tell us why.  
 
We thank all applicants; only those selected for an interview will be contacted.