Guest Services Supervisor - Winter 26/27

The Lake Louise Ski Area Ltd•Resort, Lake Louise, AB, CA, AB

6d•Onsite

About The Position

The Lake Louise Ski Resort is seeking a Guest Services Supervisor for the Winter 26/27 season. This role is responsible for providing professional, quality customer service through the leadership of the Guest Services team. The supervisor will handle customer inquiries and complaints, support staff in difficult situations, and ensure a positive brand experience for all guests. The resort is a world-class ski area in the Canadian Rockies, operating year-round as a ski resort in winter and a sightseeing gondola in summer. Employees can expect a great working environment, benefits, competitive wages, and a unique experience.

Requirements

Ability to analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required
Able to deal with staff and guests sensitively, tactfully, diplomatically, and professionally at all times
Ability to supervise employees, including organizing, prioritizing, and scheduling work assignments
Exceptional conflict resolution, negotiation, and objection handling skills
Able to respond quickly in a dynamic and changing environment
Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
The ability to multi task in a fast paced environment
Service oriented, assertive, flexible, outgoing and enthusiastic
Strong communication skills
High level of proficiency with Microsoft Word & Excel, Outlook and Internet
Cash handling experience preferred
Switchboard experience / good phone manner
2 years previous customer service experience in supervisor role or supervisor experience

Responsibilities

Providing high standards of service, exceeding customer expectations and leading by example
Assist in the daily opening and closing procedures of guest services, ticket windows, switchboard and season pass desk
Ensure adequate staff coverage in all working areas so there is minimal line-ups and queues.
Communicate changes in policy, procedures, products, services, promotions, or any other alterations that affect delivery of customer service
Assist with hiring, training and ongoing coaching of staff
Ensure accuracy of all daily cash outs and that they are completed in an efficient and timely manner
Oversee and approve product returns, refunds, exchanges, voids, customer credits, reports, and other transactions
Assist the Guest services supervisor with scheduling and e-time
Conduct seasonal employee performance reviews and evaluations – ensure to address poor performance related issues, if required
Provide assistance to the Guest Services Manager, Accounting and Payroll as required
Ensure adherence by team members of company and departmental policies and procedures
Design and implement strategies to motivate the Guest Services Team to achieve departmental goals
Oversee and approve product returns, refunds, exchanges, voids, customer credits, reports, and other transactions
Assist with the planning and implementing of monthly staff incentives

Benefits

LLSR lift pass (valued at approx. $1,600)
Reciprocal discounts with other ski resorts
Free group lessons and discounted private lessons through snow school
Free LLSR recreational opportunities including tubing and sightseeing gondola rides
Free employee transportation from Lake Louise, Banff and Canmore
Food and Beverage discounts at designated cafeterias and restaurants
Friend and Family discounted day passes
Retail, Rental and Repair discounts
Staff rates at Skoki Backcountry Lodge
Complimentary tea, coffee and hot chocolate at designated cafeterias when you provide your own reusable mug
Employee recognition programs
Long Service Award programs
Opportunity for educational growth and development
Optional subsidized staff housing for full-time employees
Staff events, activities, and team building events throughout the season
RRSP matching contribution depending on length of service
Extended health care plan depending on length of service
Year-round employees may be eligible for spousal and family passes