Guest Services Ticket Agent

Guest Services Agent

Reports To: Guest Services Manager/Supervisor

 Position Overview:

Guest Services Agents are the frontline ambassadors of the resort and are responsible for delivering a seamless, friendly, and efficient experience to every guest. This role involves the sale of daily lift tickets, loyalty cards, and a variety of related resort products, using a computerized Point of Sale (POS) system. Agents must be confident in handling transactions, resolving guest concerns, and providing accurate and helpful information.

In addition to sales, agents play a critical role in monitoring ticket access, maintaining accurate records, and escalating issues to the Guest Services Supervisor or Assistant Supervisor when appropriate.

This is a full-time seasonal position (early November to early May), requiring availability 5 out of 7 days per week, including evenings, weekends, and holidays. Standard probationary conditions apply as per Alberta Employment Standards.

 Job Duties

• Sell daily lift tickets and apply relevant discounts accurately
• Handle cash, credit card and debit transaction while using a computerized/point of sale system (RTP)
• Adaptability to learn and use a point of sales system (RTP) 
• Work with the sale and redemption of third-party loyalty cards and process these following the proper procedures
• Follow proper cash-out procedure
• Count float at beginning & end of shift and sign it IN and OUT on control sheet
• Make sure everything is in balance and debit machine is closed 
• Receive  and assist in handling guest complaints and refer to supervisor if needed
• Be knowledgeable about location infrastructure and services
• Be knowledgeable and able to inform guests about tickets, loyalty cards, and third-party tickets and passes.
• Process vouchers on correct accounts (reconcile at the end of the shift)
• Filing and administrative tasks
• Fix problems that could occur with the set-up of different products
• Enter and process destination/group bookings
• All duties as assigned
• Employees will conduct themselves in compliance with Alberta Occupational Health and Safety legislation as it relates to their job
• Periodically auditing lift ticket scans and access to ensure adherence to policy and terms of use

 

Qualifications

• Previous Point of Sales (POS) experience preferred
• Proficient in computer use and general administrative tasks
• Good organizational skills
• Ability to work well under pressure (busy times or when dealing with irate customer)
• Skiing or snowboarding experience to assist customers in choosing the correct products is an asset.

 

Core Competencies

• Exceptional interpersonal and customer service skills
• Strong conflict resolution and de-escalation abilities
• Accurate cash handling and numeracy skills
• Reliable and trustworthy
• Capable of working independently and as part of a team
• Positive and outgoing attitude

Attributes

• Motivated and eager to learn new skills, processes, and responsibilities.
• Observant and attentive to detail, able to identify routine tasks that need to be completed.
• Demonstrates a positive attitude and willingness to contribute to team goals.
• Self-aware and receptive to feedback, using coaching opportunities to improve performance.
• Applies training and available resources to solve problems and address customer or operational needs.
• Communicates professionally and respectfully with customers, colleagues, and supervisors.
• Able to manage time effectively, prioritize assigned work, and meet performance expectations.
• Adaptable and willing to take on new challenges in a changing work environment.

 

Supplementary

• Respect and adhere to the company’s policies and procedures as set in the “Corporate Policies”, and “Employee Handbook”.
• Understand and adhere to Ski Marmot Basin’s “Harassment Policy” and the company’s “Privacy Policy”.

 

Note: The job is not limited to this list. This is an outline of what is expected.  Ask questions often/as needed.