Reports to: Snow Sports School Assistant Director, Director of Skiing
Position Overview
- Location: Marmot Basin, Jasper, Alberta
- Position Type: Seasonal | Full-time
The Snow School Sales Desk Coordinator is the frontline representative for the Snow Sports School Desk and Central Reservations Desk at Marmot Basin. This dual-role position involves assisting guests with lesson bookings, lift ticket and rental package inquiries, resolving booking issues, processing payments, and providing high-quality customer service both in person and via phone or email. This role requires a deep understanding of all lesson products, internal booking software (RTP), and guest services procedures. The coordinator will be responsible for all staff working on either the Snow School sales desk or the Central Reservations desk, they will work with accounting to ensure all Snow School points of sales are balanced and fulfilled throughout the season.
Requirements:
- Previous experience in customer service or guest relations, ideally in a ski resort or recreational facility.
- Extensive experience using software systems such as RTP, Google Drive, and Microsoft Outlook.
- Excellent verbal and written communication skills.
- High attention to detail and organizational abilities.
- Ability to work independently and handle high volumes of guests during peak times.
- Positive attitude, with a strong focus on customer satisfaction and problem-solving.
- Willingness to work weekends, holidays, and during busy operational hours.
- Ability to train, mentor and perform quality control on a team of roughly 10 staff.
- Previous coordinator or supervisory experience.
Attributes:
- Strong team member able to take direction easily.
- Passion for Skiing and or Snowboarding.
- Motivated and observant; able to perceive needed tasks and complete them without direction.
- Self-aware; able to identify strengths and gaps in own abilities and training.
- Able to use taught skills and previous experience to problem solve.
- A friendly, professional manner when dealing with customers and other staff.
- Exceptional customer service skills.
- Cheerful, outgoing, easygoing personality and the ability to adapt to all situations.
- Self-motivated and able to work alone.
Qualifications
- Familiarity with ski/snowboard lesson structures and terminology.
- Training in Microsoft and Google systems (Office/Google Drive)
- Experience using Point-of-Sale (POS) and reservation systems.
- Multilingual abilities are considered an asset.
- Ski and or Snowboard experience is considered an asset. Ski or Snowboard certification is preferred.
Job Duties/Responsibilities
Snow Sports Desk Duties
- Open and close the Snow School Desk (set up computer systems, float counting, till balancing).
- Book, modify, and cancel private and group ski/snowboard lessons using RTP and the online Lesson Book (Google Drive).
- Handle check-ins for all types of lessons, including Marmot Kids Camps, Private Lessons, Discover Lessons, and Mountain Clubs.
- Process and fulfill orders for lift tickets, lesson packages, and rentals.
- Run weekly reports on Open Orders and fulfill orders as required
- Create a daily rotation for staff working the Snow School and Central reservations desks.
- Coordinate lunch menus and logistics for full-day kids’ programs.
- Maintain communication with instructors, supervisors, and other departments regarding lesson scheduling and special requests.
- Handle specific lift ticket processing (e.g., instructor discounts, course conductor comp tickets, comp guest tickets).
- Keep the lesson book updated to match the instructor schedule.
- Book and track payment and attendance for: Vacation Camps, Never Ever Days, and Destination Bookings.
- Work with accounting to ensure all cash outs and accounts are balanced.
- Train, assist, and mentor staff in all of the duties described above.
- Communicate performance of staff to Snow School assistant director and engage in performance appraisals where necessary.
Central Reservations Desk Duties
- Respond to phone and email inquiries regarding lesson bookings, lift tickets, rentals, and packages.
- Educate customers on using the online store, troubleshoot technical issues, and guide them through the purchase process.
- Resolve online store account issues (e.g., RFID linking, profile duplications, password resets) using RTP and Aspenware.
- Assist in ticket sales and Escape Card processing under special conditions.
- Maintain accurate and complete records of bookings and transactions.
Work Environment
- Indoor desk position with occasional interaction in outdoor/ski resort areas.
- Fast-paced, guest-focused environment with collaborative teamwork across departments.
Supplemtntary
- Respect and adhere to the company’s policies and procedures as set in the “Corporate Policies”, “Employee Handbook” and “Terrain Park Training Manual”
- Understand and adhere to Ski Marmot Basin’s “Harassment Policy” and the company’s “Privacy Policy”.
