Guest Services Supervisor - Summer 2026

Role Summary

The Guest Services Supervisor ensures the highest level of service at all times by meeting the individual needs of each guest and proactively anticipating problems before they arise. This role assists with the training and shadowing of new Guest Service Agents. Guest Services Supervisors use their knowledge of Ziptrek policies and procedures to help trainees get on-the-job experience and to continue to support and monitor the ongoing development. We are looking to hire for this position starting on April 20, 2026.

Who we’re looking for:

• Proven leadership and decision-making skills


• A positive attitude and enthusiastic leader with the ability to work productively as a team or with minimal supervision


• At least 1 season as a Guest Service Agent or similar role with an excellent performance history


• Available and willing to work in peak periods (weekends, holidays)


• Software proficiency: POS, Reservations, Gmail, etc.


• You thrive in a fast-paced, sales & service driven environment


• You are adept at organization, time management, and the little details that make a big difference

• Excellent interpersonal and communication skills; able to easily connect with others

• Reliable and consistent in producing high-quality & accurate work


• 
  Ability to communicate clearly, concisely, professionally and accurately both verbally and in written form


• Keen to continue learning and pursue personal growth

Main Duties

Leadership

• Adhere to Ziptrek's core values


• Oversee daily Guest Services team operations


• Establish procedures and coordinate the day-of Guest Services schedule


• Ensure that all Guest Services and Course Operations staff are supported to provide the highest possible level of customer service and a terrific guest experience


• Lead by example, following proper policy and procedures


• Support Guest Services Management, putting team objectives above personal objectives 


• Assist with the recruitment, training and shadowing of new staff, providing insightful and enthusiastic mentorship

Authorities

• Carry out and record coaching, verbal, and written warnings (written warnings with the support of the Guest Services Manager)


• Refuse anyone from the desk for reasons involving safety, eligibility criteria or customer experience


• Optimize tour capacities to maximize tour revenue

Employee Experience

• Spend 100% of the time working at the desk as an active presence to provide coaching and mentoring, particularly when the Guest Services Manager or Assistant Guest Services Manager is not present

• Assist with the management of daily breaks


• Support technical and soft skills training for the GS team, ensuring policies and procedures are understood and followed


• Help motivate the GS team to achieve great results and hit sales targets


• Support company recognition programs and celebrations


• Provide ongoing coaching performance feedback to GS Staff (both constructive and positive feedback) in a timely and effective manner

Guest Services

• Maintain a thorough knowledge of all aspects of the job, company policies, procedures and operations


• Maintain a culture of going above and beyond customers’ expectations - create a customer experience based on compassion, passion and empathy


• Issue refunds and administer re-booking fees according to current policies


• Authorize product discounts (limited)


• Maintain guest services documents, tracking sheets, databases and filing systems


• Communicate updates 


• Ensure guest documentation is filled out accurately, completely and filed appropriately


• Troubleshoot technology (phones, computers, POS systems, Moneris, internet, etc.)

Financial

• Ensure Guest Service staff adhere to appropriate credit card handling procedures


• Ensure the accuracy of sales, discounts, commissions, referrals and payments 


• Administer refunds

Communication

• Respond to all guest complaints, dealing with high-level complaints, and requesting supervisor intervention when necessary


• Maintain and protect the confidentiality of guest and payment information


• Ensure all company tools are updated to reflect changes in operations (tour availability, hours, groups, etc)


• Communicate incidents (Level II and III) to the GS Manager, Assistant GS Manager and/or Course Managers

Hours, Training & Benefits:

• On-call schedule with possible irregular hours - dependent on business levels.


• We work in a seasonal town, our staff work hard in the summer and book their holidays during the shoulder seasons (September - mid-December) - if you aim to take time off in July or August, this role may not be the best fit.


• Hourly wage starting at $23.25 per hour.