Guest Services Manager

Role Summary
Reporting to the General Manager, the Guest Services Manager is responsible for leading the daily operations of the Guest Services department, ensuring an exceptional experience for guests while supporting and developing a high-performing team.

Role Summary
Reporting to the General Manager, the Guest Services Manager is responsible for leading the daily operations of the Guest Services department, ensuring an exceptional experience for guests while supporting and developing a high-performing team.

This role oversees Guest Services and Winter Sports School front desk staff, including recruitment, training, scheduling, payroll, inventory management, cash handling, and employee performance. The Guest Services Manager plays a key role in maintaining efficient operations, delivering outstanding guest service, and ensuring staff have the tools and support needed to succeed.

Key Responsibilities

Recruit, train, schedule, and support Guest Services and Winter Sports School front desk staff

Lead daily operations, ensuring exceptional guest service and efficient department performance

Provide ongoing coaching, training and communication to team members

Manage employee performance, evaluations, and discipline in accordance with company policies

Oversee season pass sales, ticketing operations, online order pick-up, and guest inquiries

Supervise cash handling, reconciliations, floats, and reporting

Process payroll and ensure accurate timekeeping records

Manage department inventory and supplies

Maintain lost and found and season pass locker programs

Communicate resort information, events, and operational updates to staff and guests

Support other resort operations as required and lead by example

Qualifications

Previous supervisory or management experience, preferably in hospitality, retail, tourism, or a resort environment

Strong leadership, communication, and customer service skills

Comfortable managing multiple priorities in a fast-paced environment

Experience with scheduling, payroll, cash handling, and basic bookkeeping

Proficient with Microsoft Office programs, including Word and Excel

Skiing or snowboarding experience is an asset

Conditions

Winter seasonal, full-time position

Flexible schedule including weekends, evenings, and holidays

Hours will vary based on operational needs, with increased hours during peak periods

Must be comfortable working in a fast-paced guest service environment

Compensation And Benefits

Competitive wage: $23.50-$27.50/hour dependent on experience

Mountain access perks:
Full-time staff receive an RCR pass with full mountain access, plus reciprocal resort tickets and discounted friends & family tickets

Staff discounts:
Enjoy savings on food & beverage, rentals, retail items and hotel accommodation.

Employee Events & Recognition:
Participate in fun, year-round staff events and be recognized through our employee awards program

Join a fun and passionate team to share RCR mountain adventures with!