Job Description

Year Round
Why join CMH?
We work hard, we play hard, and we have the best time doing it. Our mission is to guide our staff and guests through life-changing mountain experiences, and our vision is to be recognized as the world leader of guided mountain experiences - by our guests, our employees, our partners, and our communities. We're all drawn to CMH for different reasons, but we stay for the people-both employees and guests-who are brought together by a unique shared passion for skiing, riding, the mountain world, and life in general. CMH is where mountain magic happens!
Things that are important to us:

• Safety as a cornerstone.
• Share our passion - every day.
• Always act with integrity.
• We work as a team.
• Aim for best.
• Balance our social, fiscal, and environmental responsibilities.

Things that are important to you:

• The opportunity to build lifelong friendships with staff and guests from around the world.
• Working for a company that stands behind its mission, vision, and values.
• An inclusive and rewarding company culture where employees are valued and supported.
• Explore and work at a world-class mountain destination.
• Enjoy meals created by culinary professionals that incorporate fresh, local ingredients.
• Work with hospitality professionals that take pride in providing a high-end guest experience.
• An opportunity to grow and learn in a work environment that promotes feedback and development.
• Discounts with brand partners and on CMH merchandise.
• Opportunities to heli-hike and heli-ski, as available.

CMH is honored to operate in the traditional territories of the Ktunaxa, Secwépemc, Syilx, Sinixt, Carrier (Dakelh), and Stoney Nakoda Nations.
Visit www.cmhheli.com/jobs to learn more.
Position Title: Coordinator, Guest Services
Company Name: CMH Heli-Skiing & Summer Adventures
Reports To: Manager, Guest Services
Location of Work: Banff, Alberta
Job Status: Full-time, Year-Round
FLSA Status: Non-Exempt
Number of Positions: 1
Direct Reports: 0
Date of Last Review: April 2025
Desired Start Date: June 2025
Posting Close Date: This posting will remain open until a suitable candidate is found. The earliest posting close date would be May 9, 2025.
Position Overview
The Guest Services team focuses on guest bookings from the time of deposit onwards and provides an outstanding guest experience. The Coordinator, Guest Services is responsible for taking trip deposits and final payments, answering program inquiries, processing questionnaires and waivers, and sending final confirmations, preparing reports for lodges, and supporting remote lodge teams.
Essential Duties and Responsibilities

• Confirm guest reservations including all related duties such as securing trip payments and adjustments, questionnaire processing, waiver processing, and sending final confirmations.
• Maintaining accurate guest profiles and managing guest accounts.
• Follow-up with late payments and missing information.
• Managing relationships with guests and remote CMH lodge teams.
• Check all lodge reports for accuracy.
• Communicate with each lodge before each trip and update any changes as needed.
• Account statements for guests on request
• Help support implementation of CMH health and safety initiatives.
• Help support implementation of CMH sustainability initiatives.
• Train, participate in and provide support, as required, during emergency response situations.
• Support guests and employees in the field program during area visits, as needed.

Minimum Qualifications

• Post-secondary education in a related field.
• 1-2 years of experience in a professional office setting.
• Experience in the ski industry, preferred.

Competencies, Knowledge, Skills, Abilities, and Other Qualities

• Demonstrates integrity, discretion, and problem solving.
• Has demonstrated attention-to-detail, with accurate data-entry skills and abilities.
• Able to communicate in an effective and timely manner over the phone, in-person, and in written communication.
• Positive and collaborative working style with an ability to build meaningful relationships with key internal and external stakeholders.
• Proven ability to maintain confidentiality and professional working relationships with peers.
• Technical proficiency in Microsoft Office, as well as an ability to learn other relevant software platforms.
• Able to prioritize tasks in a complex and fast-paced environment with seasonal workload fluctuations and changing priorities.
• Confidence to interact with all levels of the company in a hub-and-spoke model in which many individuals are remote.
• Trustworthy, goal-oriented, respectful, and self-directed in completing the core functions of the role.
• Sees projects through to completion including follow-up on any identified issues.
• Strong sense of work ethic and accountability, with an ability to function well in a team environment and focus on team success.
• Effectively prioritize tasks, responsibilities, and goals; use goals to guide actions and create detailed action plans.

Working Conditions

• Able to lift, carry, or otherwise move and position up to 20 pounds on an occasional basis.
• Manual dexterity to operate a computer and other common office equipment on a constant basis.
• This position is required, at times, to work on evenings, weekends, and holidays based on the needs of the business.
• This position may require occasional travel to CMH areas, as well as some travel to industry functions on an occasional basis.
• CMH is committed to developing a rich culture, a diverse workforce, and a healthy work environment in which every employee is treated fairly and respected. Each employee will contribute to the company's success while also having the opportunity to achieve their full potential as individuals.

Other Duties as Assigned
This position description is an overview of the scope of responsibilities for the role described above. With the evolution of CMH, the responsibilities of this position may change, as may the details that are associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others.
Compensation
A competitive compensation package will be provided based upon qualifications, experience, and skill set. Further details will be discussed in a personal interview.
Benefits and Perks:

• Health and dental benefits after 90-days.
• Group Savings Plan eligibility after the 90-days.
• Paid personal/sick and vacation days.
• CMH Ski Pass Program.
• IKON Pass Benefits.
• Pro deal affiliations with Brand Partners.
• Opportunities to heli-hike and heli-ski, as available.

**CMH is an equal opportunity employer**