Coordinator, Guest Services

Alterra

7d•Onsite

About The Position

The Guest Services Coordinator plays a key role in delivering an exceptional experience for CMH guests from the moment of booking through to arrival. This position is responsible for maintaining accurate guest records and serving as the primary point of contact for remote lodge teams. Working closely with the Guest Experience Advisor, this role ensures that every detail of a guest's trip is captured, communicated, and executed with accuracy and care.

Requirements

Post-secondary education in a related field.
1-2 years of experience in a professional office setting.
Experience in a customer-facing or guest services role
Background in hospitality, tourism, travel, or a related customer-facing industry
Ability to manage multiple guests and bookings simultaneously.
Proactive approach with a fast response time.
Genuine passion for going above and beyond for guests.
All CMH employees will demonstrate integrity, discretion, and critical thinking, along with adaptability and effective problem-solving skills.
A positive, collaborative working style is essential, with the ability to build meaningful relationships with key internal and external stakeholders.
Strong organizational skills, attention to detail, and strategic planning abilities are crucial.
The candidate must be able to communicate clearly, effectively, and in a timely manner, maintaining professionalism and confidentiality in all interactions.
Proficiency in Microsoft Office and the ability to quickly learn other relevant software platforms are important, as is the ability to prioritize tasks in a fast-paced environment with fluctuating seasonal workloads and changing priorities.
The role requires a trustworthy, goal-oriented, respectful, and self-directed individual who can navigate complex responsibilities.
Additionally, the candidate must have the confidence to interact with all levels of the company, including those in remote locations within a hub-and-spoke model.

Nice To Haves

Experience in the Outdoor industry is considered an asset.

Responsibilities

Confirm guest reservations including questionnaire processing, waiver processing, and sending final confirmations.
Maintain accurate guest profiles and manage guest accounts.
Follow up on missing or incomplete guest information to ensure all records are current prior to arrival.
Generate guest account statements upon request.
Build and manage positive relationships with guests and remote CMH lodge teams.
Review all lodge reports for accuracy and address any discrepancies.
Communicate with each lodge prior to every trip and update all parties on any changes to guest itineraries or requirements.
Work closely with the Guest Experience Advisor to capture and document all details for each guest trip.
Help support implementation of CMH health and safety initiatives.
Help support implementation of CMH sustainability initiatives.
Train, participate in and provide support, as required, during emergency response situations.