Guest Services, Vacation Planner

Alterra

10d•Onsite

About The Position

CMH is dedicated to guiding staff and guests through life-changing mountain experiences, aiming to be recognized as the world leader in guided mountain experiences. The company values safety, passion, integrity, teamwork, excellence, and balancing social, fiscal, and environmental responsibilities. Employees are offered opportunities to build lifelong friendships, work for a company aligned with its values, enjoy an inclusive culture, explore world-class mountain destinations, and benefit from meals by culinary professionals. CMH also promotes growth and learning, offers discounts with brand partners, and provides opportunities for heli-hiking and heli-skiing. The Vacation Planner is responsible for arranging personalized travel experiences for guests beyond the core program, focusing on hotel bookings, ski packages, airport transfers, and other travel needs. This involves managing the full process from itinerary creation and supplier negotiation to invoicing and payment follow-up, while also building and maintaining the partner network and supporting internal teams with training and quoting resources. CMH Heli-Skiing & Summer Adventures is the world’s first and largest heli-skiing and heli-accessed hiking operator, operating 11 destinations in British Columbia, Canada, for heli-skiing from December to April and Summer Adventures from July to mid-September.

Requirements

Post-secondary education in a related field.
1-2 years of experience in a professional office setting.
Ability to manage multiple guests and bookings simultaneously.
A proactive approach with a fast response time.
A genuine passion for going above and beyond for guests.
Demonstrate integrity, discretion, and critical thinking.
Adaptability and effective problem-solving skills.
A positive, collaborative working style.
Ability to build meaningful relationships with key internal and external stakeholders.
Strong organizational skills.
Attention to detail.
Strategic planning abilities.
Ability to communicate clearly, effectively, and in a timely manner.
Maintaining professionalism and confidentiality in all interactions.
Proficiency in Microsoft Office.
Ability to quickly learn other relevant software platforms.
Ability to prioritize tasks in a fast-paced environment with fluctuating seasonal workloads and changing priorities.
Trustworthy, goal-oriented, respectful, and self-directed individual.
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 a Guest Services role, preferred.
Experience in the Outdoor industry, preferred.
Background in travel planning, hospitality, or a related field is an asset.
Experience negotiating rates and administering contracts is a strong asset.

Responsibilities

Assist guests in arranging additional bookings outside of our program, including and primarily hotel nights, ski packages, airport transfers, and further travel needs.
Create and communicate clear, personalized itineraries tailored to each guest's travel plans, if requested.
Handle invoicing accurately and efficiently, following up to ensure payments are collected on time.
Build and maintain relationships with existing partners while identifying and onboarding new partnerships to expand our offering.
Train internal and external teams with resources and tools to assist with quoting.
Negotiate preferred rates, value-adds, and booking terms to optimize guest value and company margins.
Prepare, review, and execute vendor agreements and contracts in accordance with company standards.
Develop and maintain Excel-based rate models to calculate vendor pricing, apply company margins, and support accurate guest quoting.