Coordinator, Guest Services, Western Alberta (Jasper)

Position Title:

Coordinator, Guest Services

Company Name: CMH Heli-Skiing&Summer Adventures

Reports To: Manager, Guest Experience

Location of Work: Banff, Alberta

Job Status: Full-time, Year-Round

FLSA Status: Non-Exempt

Number of Positions: 3

Direct Reports: 0

Date of Last Review: April 2026

Desired Start Date: May 2026

Position Overview The Guest Services Coordinator plays a key role in delivering an exceptional experience for CMH guests from the moment of booking through to arrival. This position is responsible for maintaining accurate guest records and serving as the primary point of contact for remote lodge teams. Working closely with the Guest Experience Advisor, the role ensures that every detail of a guest's trip is captured, communicated, and executed with accuracy and care.

Essential Duties and Responsibilities

Confirm guest reservations including questionnaire processing, waiver processing, and sending final confirmations.

Maintain accurate guest profiles and manage guest accounts.

Follow up on missing or incomplete guest information to ensure all records are current prior to arrival.

Generate guest account statements upon request.

Build and manage positive relationships with guests and remote CMH lodge teams.

Review all lodge reports for accuracy and address any discrepancies.

Communicate with each lodge prior to every trip and update all parties on any changes to guest itineraries or requirements.

Work closely with the Guest Experience Advisor to capture and document all details for each guest trip.

Help support implementation of CMH health and safety initiatives.

Help support implementation of CMH sustainability initiatives.

Train, participate in and provide support during emergency response situations.

Minimum Qualifications

Post‑secondary education in a related field.

1–2 years of experience in a professional office setting.

Experience in a customer‑facing or guest services role.

Background in hospitality, tourism, travel, or a related customer‑facing industry.

Ability to manage multiple guests and bookings simultaneously.

Proactive approach with a fast response time.

Genuine passion for going above and beyond for guests.

Experience in the outdoor industry is considered an asset.

Competencies, Knowledge, Skills, Abilities, and Other Qualities All CMH employees demonstrate integrity, discretion, and critical thinking, along with adaptability and effective problem‑solving skills. A positive, collaborative working style, the ability to build meaningful relationships with key internal and external stakeholders, strong organizational skills, attention to detail, and strategic planning abilities are crucial. The candidate must communicate clearly, effectively,and in a timely manner, maintaining professionalism and confidentiality. Proficiency in Microsoft Office and the ability to learn other relevant software platforms quickly are important, as is the ability to prioritize tasks in a fast‑paced environment with fluctuating seasonal workloads and changing priorities. The role requires a trustworthy, goal‑oriented, respectful, and self‑directed individual who can navigate complex responsibilities and interact confidently at all company levels, including remote locations within a hub‑and‑spoke model.

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.

May be required to work evenings, weekends, and holidays based on business needs.

May require occasional travel to CMH areas and industry functions.

CMH is committed to developing a diverse workforce and a healthy work environment. Each employee will contribute to the company's success while having the opportunity to achieve their full potential.

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, responsibilities may change. During these times of change, the position requires flexibility and willingness to accept new responsibilities and potentially transfer others.

Compensation A competitive compensation package including an attractive base salary 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 90 days.

Paid personal/sick and vacation days.

CMH Ski Pass Program.

IKON Pass Benefits.

Pro deals affiliations with brand partners.

Opportunities to heli‑hike and heli‑ski, as available.

CMH is an equal opportunity employer

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