Jasper, AB

Position Overview
Guest Services Agents work is highly customer focused providing tickets, passes and information regarding both Ski Marmot Basin and Jasper SkyTram products, services, promotions, and facilities. The Guest Services Supervisor and Assistant Supervisor expect the Guest Services Agents to help oversee ticket sellers and report any issues that arise.
This is a full time, year-round role, 5/7 day a week. Guest Services Agents rotate between working summer seasons at the Jasper SkyTram and winter seasons at Marmot Basin.
Alberta Employment Standards regarding probationary periods apply.
Please note that you may not receive full-time hours at the beginning/end of season and during other slow periods.
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
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
Recreational mountain pursuits, such as hiking, rock climbing, and ski touring, are considered assets.
Qualifications
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
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.
Jasper SkyTram:


Sell window tickets and understand discounts/ promotional coupons available
Competently handle cash, credit/debit transactions while using a Point of Sale System (Siriusware) with policies and procedures that apply
Communicate effectively with all departments
Understand operational procedures
Process and understand voucher types and the billing process for third (3rd) party companies
Understand how to fix issues in a timely and professional manner
Receive guest complaints and refer to a supervisor as needed
Answer telephone calls and emails providing information to customers as required
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 Jasper SkyTram 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.
Supplementary
Respect and adhere to the company’s policies and procedures as set in the “Corporate Policies”, “Employee Handbook” and “Guest Services Training Manuals”
Understand and adhere to the Ski Marmot Basin/Jasper SkyTram “Harassment Policy” and the company’s “Privacy Policy”.
Other details
Pay Type Hourly
Employment Indicator Year-round
Job Start Date Monday, February 1, 2021