Guest Services Manager Location: AK-Fairbanks-99701 Full ​/ Part Time

Benefits

• Dental insurance
• Employee discounts
• Health insurance
• Vision insurance

Borealis Basecamp is a northern lights‑focused adventure resort in Fairbanks, AK. We are the premier winter destination in Alaska and provide a unique experience with sky‑view igloos for viewing the aurora from the comfort of your bed. Borealis Basecamp is part of Stellar Collection, a group of leading travel and tourism companies in Alaska. All brands under Stellar Collection share a mission of creating lifelong memories.

We are driven by a passion for sharing the wonder of Alaska with our guests and delivering outstanding customer experiences. We look for opportunities to exceed expectations and provide our guests with memories that they will tell their friends and family about and remember for the rest of their lives.

Job Title: Guest Service Manager

Location: Borealis Basecamp – Fairbanks, AK

Department: Guest Services

Reports To: General Manager

Employment Type: Full‑time Seasonal (Exempt)

Start Date: August 1st, 2026

End Date: April 30th, 2027

The Guest Service Manager is a seasonal, exempt position responsible for the day‑to‑day operations of the front‑of‑house and guest experience functions, including arrival and departure experiences, guest communication, reservation coordination, and service recovery. This position reports to the General Manager leadership and is a key member of the leadership team. All team members at Borealis Basecamp are expected to maintain a team‑first mindset, assist across departments when needed, and communicate confidently and professionally with guests from around the world.

• Manage all aspects of the guest journey from pre‑arrival communication through checkout
• Oversee front desk operations, ensuring warm, professional, and efficient guest interactions
• Ensure consistent delivery of Borealis Basecamp service standards and SOPs
• Coordinate with housekeeping, activities, and food & beverage teams to align on guest needs
• Identify and resolve guest concerns promptly, professionally, and in alignment with company standards
• Other duties as assigned

• Recruit, onboard, train, schedule, and supervise guest services staff
• Provide ongoing coaching, performance feedback, and corrective action as needed
• Maintain clear role definitions, job descriptions, and team organization
• Lead regular staff meetings and training sessions to reinforce service standards

• Coordinate reservations, special requests, and pre‑arrival communications in partnership with the sales team
• Manage guest inquiries via phone, email, and in‑person with accuracy and professionalism
• Maintain up‑to‑date knowledge of resort offerings, activities, packages, and policies
• Ensure accurate guest records and notes are maintained in reservation systems

• Serve as the primary escalation point for guest concerns across all departments
• Address service failures with urgency, empathy, and creative problem‑solving
• Follow up with guests post‑resolution to ensure satisfaction
• Document and report recurring service issues to drive continuous improvement

• Manage departmental supplies, printed materials, and guest amenity inventory
• Follow established ordering procedures and budget guidelines
• Maintain and utilize systems including ADP, Flybook, MaintainX, and Microsoft Office Suite
• Track and maintain key performance indicators (KPIs) and department budget

• Maintain appropriate staffing levels based on occupancy and operational demand
• Plan for seasonal fluctuations, group bookings, and special events
• Ensure consistent adherence to Borealis Basecamp policies and SOPs

• Preferred 3+ years of supervisory or management experience in guest services, front desk operations, hospitality, or related roles
• Genuine passion for delivering exceptional guest experiences and creating memorable moments
• Proven ability to manage staff, schedules, and daily operations
• Excellent problem‑solving, de‑escalation, and decision‑making skills
• Abi…