Guest Services Manager

Reports To
Operations Manager

Job Summary

The Guest Services is responsible for overseeing all guest-facing activitiesincluding front-desk services, ticket/pass sales, and especially the Ski School operationsto ensure every visitor has a safe, educational, and memorable experience. This role involves strong leadership abilities, a proactive mindset, excellent communication skills, detailed knowledge of ski or snowboard instruction, and a thorough understanding of budget preparation and financial oversight. A successful manager in this position will excel at balancing guest satisfaction, staff development, and financial targets.

Key Responsibilities

1. Team Leadership & Management
   • Ski School Oversight: Recruit, train, schedule, and supervise ski instructors and support staff. Maintain a high level of instruction quality, lesson content, and safety for all guests.
   • Guest Services Team: Recruit, train, mentor, and schedule Guest Services staff, fostering a high-performance, service-oriented, and solutions-focused culture.
   • Conduct regular performance evaluations, provide ongoing coaching, and address any performance or behavioral issues promptly.
2. Ski School Program Development
   • Develop and implement lesson programs for various skill levels, age groups, and special-interest segments (e.g., private lessons, family programs, adaptive skiing).
   • Innovate or adapt ski school offerings to meet evolving guest demands, balancing education, safety, and enjoyment.
3. Guest Experience & Service Quality
   • Establish and uphold service standards across all guest touchpoints (front desk, ticketing, rentals, ski school, etc.).
   • Quickly resolve escalated guest inquiries or complaints with empathy and efficiency.
   • Continuously look for opportunities to improve the guest experience, including process enhancements, staff training, and implementing new service offerings.
4. Financial Management & Budgeting
   • Prepare, monitor, and maintain annual budgets for both Guest Services and Ski School, aligning financial objectives with broader resort goals.
   • Work with the finance team and senior leadership to forecast revenues, manage expenses, and track financial performance against key metrics.
   • Identify cost-saving measures, revenue growth opportunities (e.g., lesson packages, group sales), and operational efficiencies without compromising guest experience or service standards.
   • Provide routine updates to leadership on budget status, variances, and corrective actions to ensure financial targets are met.
5. Operational Oversight
   • Coordinate daily operations of front-of-house services (e.g., reception, ticket/pass sales, guest check-in), ensuring consistent high-quality service.
   • Ensure compliance with company policies, safety regulations, and relevant provincial/federal guidelinesparticularly those related to snow sports instruction and on-hill operations.
   • Monitor key performance metrics such as guest satisfaction, lesson enrollment, and repeat business, implementing corrective or improvement measures as needed.
6. Collaboration & Cross-Functional Coordination
   • Work closely with Sales/Marketing to promote lesson packages, special offers, group bookings, and special events, ensuring smooth coordination from booking to lesson execution.
   • Partner with Outside Operations to maintain safety, cleanliness, and efficiency in areas where guests engage in lessons or check in.
7. Staff Training & Development
   • Ensure all staff adhere to safety, risk management, and customer service standards across all operations.
   • Provide ongoing, specialized training to ski instructors on updated snow sports techniques, guest engagement, and safety protocols.
   • Implement mentorship or professional development programs for instructors, supervisors, or promising staff members.
8. Documentation & Reporting
   • Maintain accurate records of guest feedback, lesson bookings, staff scheduling, and financial reports, ensuring thorough documentation.
   • Generate regular updates for senior leadership, highlighting departmental successes, challenges, and recommendations for improvement.
9. Other Duties as Assigned
   • Adapt to changing priorities and support resort-wide initiatives or special projects at the request of the Operations Manager
   • Take on additional responsibilities to ensure continuous improvement and success of the Ski School and Guest Services operations.

Qualifications

• Education & Experience
  • High school diploma or GED required; Bachelors degree in Hospitality, Recreation, Business, or related field preferred.
  • 25 years of progressive experience in guest services or resort/hospitality management, including at least 1 year in a supervisory or managerial role.
  • Demonstrated experience in ski/snowboard instruction or prior Ski School management an asset.
  • Proven track record in budget preparation, financial management, and analyzing departmental performance.
• Skills & Competencies
  • Strong leadership, team-building, and communication skills.
  • Ability to handle high-pressure or complex guest situations calmly and diplomatically.
  • Excellent interpersonal, written, and verbal communication skills.
  • Proficiency with office software (Microsoft Office Suite) and familiarity with POS or scheduling systems.
  • Strong organizational and multitasking abilities, with close attention to detail, particularly in budgeting and cost analysis.
• Other Requirements
  • Ability to work flexible schedules, including evenings, weekends, and holidays, particularly during ski season peaks.
  • Physical ability to ski or snowboard and navigate on-hill terrain in various weather conditions is highly beneficial.
  • Commitment to company policies, safety standards, and all relevant employment laws.

Working Conditions

• This role involves both indoor (office) and outdoor (resort) work, including extended periods in cold/winter conditions.
• Work hours vary based on seasonal demands, events, and peak guest volumes.