Lead Coordinator, Guest Services

Why join CMH?
We work hard, we play hard, and we have the best time doing it. Our mission is to guide our staff and guests through life-changing mountain experiences, and our vision is to be recognized as the world leader of guided mountain experiences - by our guests, our employees, our partners, and our communities. We're all drawn to CMH for different reasons, but we stay for the people-both employees and guests-who are brought together by a unique shared passion for skiing, riding, the mountain world, and life in general.

CMH is where mountain magic happens!

Year Round
Why join CMH?
We work hard, we play hard, and we have the best time doing it. Our mission is to guide our staff and guests through life-changing mountain experiences, and our vision is to be recognized as the world leader of guided mountain experiences - by our guests, our employees, our partners, and our communities. We're all drawn to CMH for different reasons, but we stay for the people-both employees and guests-who are brought together by a unique shared passion for skiing, riding, the mountain world, and life in general.

CMH is where mountain magic happens!

Things That Are Important To Us

Safety as a cornerstone.

Share our passion - every day.

Always act with integrity.

We work as a team.

Aim for best.

Balance our social, fiscal, and environmental responsibilities.

Things That Are Important To You

The opportunity to build lifelong friendships with staff and guests from around the world.

Working for a company that stands behind its mission, vision, and values.

An inclusive and rewarding company culture where employees are valued and supported.

Explore and work at a world-class mountain destination.

Enjoy meals created by culinary professionals that incorporate fresh, local ingredients.

Work with hospitality professionals that take pride in providing a high-end guest experience.

An opportunity to grow and learn in a work environment that promotes feedback and development.

Discounts with brand partners and on CMH merchandise.

Opportunities to heli-hike and heli-ski, as available.

CMH is honored to operate in the traditional territories of the Ktunaxa, Secwépemc, Syilx, Sinixt, Carrier (Dakelh), and Stoney Nakoda Nations.

Position Title:

Lead Coordinator, Guest Services
Company Name: CMH Heli-Skiing & Summer Adventures

Reports To:

Manager, Guest Services
Location of Work:
Banff, Alberta
Job Status:
Full-time, Year-Round
FLSA Status:
Non-Exempt Number of Positions: 1
Direct Reports: 0
Date of Last Review:
Sept 2026
Desired

Start Date:

Oct 2026
Posting Close Date:
This posting will remain open until a suitable candidate is found. The earliest posting close date would be September 24, 2026.

Position Overview
The Guest Services Lead Coordinator supports the Manager, Guest Services in the day-to-day operation of the Guest Services department. The role acts as a senior resource for the team by providing operational guidance, supporting training and onboarding, monitoring workloads, assisting with escalation situations, and driving consistency in departmental processes. The Guest Services Lead Coordinator serves as a subject matter expert in guest service operations, reservations processes, and departmental systems while working closely with internal stakeholders to support an exceptional guest experience.

This role provides leadership through influence, coaching, and mentorship while maintaining an active workload and supporting the team through the full pre- and post-trip guest journey.

Essential Duties And Responsibilities

Act as the first point of contact for Guest Services Coordinators requiring operational guidance or support.

Assist in monitoring team workloads and help prioritize tasks to ensure service standards are maintained.

Support the Manager, Guest Services in coordinating daily department activities and coverage needs.

Provide coaching, mentorship and informal leadership to Guest Services team members.

Assist with onboarding and training of new employees.

Support ongoing development of team knowledge and operational expertise.

Participate in regular team meetings and contribute to department planning initiatives.

Assist with guest escalations and complex situations, escalating as appropriate.

Monitor departmental processes and identify opportunities for increased efficiency and consistency.

Support workflow management to ensure service levels and response timelines are achieved.

Ensure departmental procedures and standards are being followed consistently.

Maintain strong working…