Visitor Services Supervisor II

Role Responsibilities

The Visitor Services Supervisor (VSS) is a vital leadership position responsible for the daily operations of Hidden Valley Ski Resort in Cypress Hills Provincial Park, a popular Alberta Parks winter destination attracting over 22,000 skiers annually. Renowned for its inclusive and family-friendly atmosphere, the resort serves visitors of all skill levels.

The VSS manages front-line staff and essential services including guest services, rentals, ticketing, cafe and snow school to ensure safe, efficient, and high-quality visitor experiences. Core duties encompass staff supervision, scheduling, customer service, financial reconciliation, safety compliance, marketing support, reservation management, and contract coordination. The role requires close collaboration with other park teams to maintain smooth and effective operations.

Key Responsibilities include but are not limited to:

• Recruiting, training, scheduling, coaching, and evaluating front-line and seasonal staff to ensure strong team performance across resort operations.
• Maintaining high customer service standards by delivering exceptional visitor experiences, resolving complaints promptly, and coordinating with park safety personnel.
• Overseeing reservation and ticketing operations, including ticket sales, group and lesson bookings, and managing reservation systems alongside cash handling procedures.
• Supervising facility maintenance, janitorial services, and cafe operations, ensuring compliance with public health and safety regulations.
• Managing retail operations through inventory control, pricing strategies, vendor relations, sales transactions, and maintaining organized retail spaces.
• Providing accurate and timely visitor information via in-person interactions, online content, and printed materials, while keeping safety advisories and event details current.
• Developing, monitoring, and administering budgets, tracking expenditures and revenues, and ensuring compliance with financial policies and procedures.
• Supporting contract management by monitoring service delivery, documenting contractor performance, and advising contract managers to ensure adherence to agreements.
• Driving continuous improvement by analyzing feedback, developing performance metrics, and collaborating with other programs to enhance service quality and operational efficiency.

Please click on this link to view the job description.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• Agility: anticipate, assess, and readily adapt to changing priorities while maintaining resilience in times of uncertainty and effectively work in a changing environment.
• Build Collaborative Environments: lead and contribute to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.
• Systems Thinking: understand how the work done is part of a larger integrated environment.  Look beyond own area and considers how own work impacts the work and success of others.
• Creative Problem Solving: assess options and implications in new ways to achieve outcomes and solutions.
• Develop Self and Others: commit to learning and invest in the development of the capability of yourself and others.

Qualifications

Education Requirement:

• University graduation in a related field (business, recreation, tourism, etc.) plus 2 years progressively responsible related experience. 
• Alberta Class 5 (Full) Driver’s License.
• Standard First Aid certificate.
• Final candidates will be required to provide a standard 3-Year Driver’s Abstract prior to commencement. 

Equivalency: Directly related education or experience considered on the basis of: 1 year of education for 1 year of experience or 1 year of experience for 1 year of education.

Assets:

• An understanding of Alberta Parks’ responsibilities, mandate, organizational structure, and program goals.
• Strong supervisory skills and experience and an ability to motivate a variety of staff in an intense and demanding work environment.
• Knowledge of the tourism and recreation industry.
• Understanding of financial administration.
• Experience and knowledge of business planning, strategic planning, project planning and management.
• Knowledge of the retail industry.
• Working knowledge of Microsoft Office Suite (Excel, Word, Power Point, Outlook).
• Strong communication skills.
• Good judgement and ability to handle sensitive information discreetly.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Terms of Employment:

• Year round on site in Cypress Hills Provincial Park.
• Flexibility to adjust shifts to seasonal demands.
• Evening and weekend work will be required; a premium is paid for these shifts.
• Require reliable transportation to and from place of work.
• Valid Class 5 Driver’s License.
• Final candidates will be required to provide an acceptable driver's abstract.
• Final candidates may be required to provide a Criminal Records Check.
• Recognized current Standard First Aid and CPR Level "C"/AED Certificate, or willing to acquire.
• Adherence to Alberta Parks Uniform Policy.
• This position may require some outdoor work in a variety of weather conditions.

Additional information:

• Those selected for an interview will need to supply three work related references.
• Training will be provided to the successful candidate.
• Hours of employment are up to 36.25 hours per week, with shifts scheduled up to 7.25 hours per day.
• Position is until March 31, 2026, with the possibility of extensions.
• Rental accommodation may be available.

Additional information

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in. 

What the GoA has to offer:

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement.
• Leadership and mentorship programs.