Guest Services Coordinator

The Guest Services Coordinator serves as a key team lead within the Guest Services department. This role supports the daily operation of ticket sales, guest relations, and front-line team coordination. Acting as a liaison between agents and leadership, the Coordinator oversees the performance of the Guest Services team and steps into a supervisory role when the Manager or Supervisor is off duty.

The Coordinator is expected to demonstrate in-depth knowledge of all Guest Services procedures and systems (especially RTP), and be capable of resolving guest concerns, supporting team members, and ensuring operational consistency.

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.

Job Duties/Responsibilities:

• Support the training and onboarding of new Guest Services Agents
• Provide informal feedback and coaching to staff on an ongoing basis
• Enforce company policies, procedures, and standards
• Delegate tasks to agents and ensure accountability
• Cash float distribution to all departments
• Sell window tickets/ season passes and apply discounts when required
• Handle cash, credit card and debit transaction while using a computerised system (RTP)
• Troubleshoot RTP-related issues and support agents in resolving system errors
• Review and validate all Guest Service Agent cash-outs. Identify and communicate necessary corrections
• Compile and organize all departments finalized cash outs for pick up
• Complete daily deposit for all departments
• Complete daily, weekly and monthly reports on data for 3rd party programs. Perform all changes and fixes
• Assist in handling guest complaints; escalate more serious concerns to Supervisor as needed
• Be knowledgeable about our property
• Develop relationships with third-party companies and be able to create bookings on their behalf
• Receive and distribute all external ticket orders
• Assisting accounts receivable with balancing accounts for all clientele and partners
• Oversee ticket sellers in all the above-mentioned tasks
• Delegate additional tasks as required to Guest Service Agents
• Coordinate breaks and shift turnovers/ends for Guest Service Agents