Guest Services Ticket Agent

RSMI-JTAC•Jasper, AB

10d•Onsite

About The Position

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.

Requirements

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)
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
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.
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”.

Nice To Haves

Skiing or snowboarding experience to assist customers in choosing the correct products is an asset.

Responsibilities

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