Guest Services Manager

Benefits:

Dental insurance

Employee discounts

Health insurance

Vision insurance

About Borealis Basecamp

Borealis Basecamp is a northern lights-focused adventure resort in Fairbanks, AK. We are the premier winter destination in Alaska and provide a unique experience with sky-view igloos for viewing the aurora from the comfort of your bed.

Borealis Basecamp is part of Stellar Collection, a group of leading travel and tourism companies in Alaska. All brands under Stellar Collection share a mission of creating lifelong memories. We are driven by a passion for sharing the wonder of Alaska with our guests and delivering outstanding customer experiences. We look for opportunities to exceed expectations and provide our guests with memories that they will tell their friends and family about and remember for the rest of their lives.

Position Details

Job Title: Guest Service Manager

Location: Borealis Basecamp – Fairbanks, AK

Department: Guest Services

Reports To: General Manager

Employment Type: Full-time Seasonal (Exempt)

Start Date: August 1st, 2026

End Date: April 30th, 2027

Job Summary

The Guest Service Manager is a seasonal, exempt position responsible for the day-to-day operations of the front-of-house and guest experience functions, including arrival and departure experiences, guest communication, reservation coordination, and service recovery. This position reports to General Manager leadership and is a key member of the leadership team.

All team members at Borealis Basecamp are expected to maintain a team-first mindset, assist across departments when needed, and communicate confidently and professionally with guests from around the world.

Key Responsibilities

Guest Experience & Front Desk Operations

Manage all aspects of the guest journey from pre-arrival communication through checkout

Oversee front desk operations, ensuring warm, professional, and efficient guest interactions

Ensure consistent delivery of Borealis Basecamp service standards and SOPs

Coordinate with housekeeping, activities, and food & beverage teams to align on guest needs

Identify and resolve guest concerns promptly, professionally, and in alignment with company standards

Other duties as assigned

Team Leadership

Recruit, onboard, train, schedule, and supervise guest services staff

Provide ongoing coaching, performance feedback, and corrective action as needed

Maintain clear role definitions, job descriptions, and team organization

Lead regular staff meetings and training sessions to reinforce service standards

Reservation & Communications Management

Coordinate reservations, special requests, and pre-arrival communications in partnership with the sales team

Manage guest inquiries via phone, email, and in-person with accuracy and professionalism

Maintain up-to-date knowledge of resort offerings, activities, packages, and policies

Ensure accurate guest records and notes are maintained in reservation systems

Service Recovery & Escalation

Serve as the primary escalation point for guest concerns across all departments

Address service failures with urgency, empathy, and creative problem-solving

Follow up with guests post-resolution to ensure satisfaction

Document and report recurring service issues to drive continuous improvement

Inventory, Systems & Compliance

Manage departmental supplies, printed materials, and guest amenity inventory

Follow established ordering procedures and budget guidelines

Maintain and utilize systems including: ADP, Flybook, MaintainX, and Microsoft Office Suite

Track and maintain key performance indicators (KPIs) and department budget

Capacity Planning & Department Operations

Maintain appropriate staffing levels based on occupancy and operational demand

Plan for seasonal fluctuations, group bookings, and special events

Ensure consistent adherence to Borealis Basecamp policies and SOPs

Qualifications

Preferred 3+ years of supervisory or management experience in guest services, front desk operations, hospitality, or related roles

Genuine passion for delivering exceptional guest experiences and creating memorable moments

Proven ability to manage staff, schedules, and daily operations

Excellent problem-solving, de-escalation, and decision-making skills

Ability to maintain a professional, solution-oriented demeanor under pressure

Strong communication, organizational, and interpersonal skills

Ability to hold crucial conversations and manage performance issues

Proficiency in Microsoft Office (Excel, Word, Teams) and reservation or hospitality management systems

High school diploma or equivalent preferred; hospitality degree a plus

Previous resort, hotel, or wilderness lodge guest services management experience preferred

Physical Demands

Ability to stand and walk for extended periods

Ability to lift, carry, and move items up to 50 lbs

Ability to work in a fast-paced environment with frequent activity

Ability to navigate uneven terrain and outdoor/low-light conditions as needed

Flexibility to work weekends, holidays, and varying schedules

Compensation & Benefits

Performance Bonus

The Guest Service Manager is eligible for a semi-annual performance bonus of up to 10% annually of the manager's base salary:

Up to 5% end-of-season

Up to 5% end-of-year

Bonus eligibility and amounts are determined at the discretion of Borealis Basecamp based on financial performance, achievement of goals, guest satisfaction scores, and operational metrics. Bonuses are paid following May 15 or December 15, respectively.

Additional Benefits

PTO (per company policy)

Medical benefits

Company phone and computer

On-site meals through staff housing program

Participation in Basecamp activities

Last-minute stay in Basecamp accommodations – 2 per year

Employee Housing

Single occupancy room provided on-site at no cost. Amenities include shared common areas with TV, Wi-Fi, dining space, and an exercise area. Housing also includes shared private bathroom, laundry facilities, staff-prepared lunch and dinner, and a self-serve continental breakfast (oatmeal, cereal, fruit, etc.).

Borealis Basecamp Core Values

Safety | Safety is our #1 priority. We do not compromise when it comes to ensuring the safety of our employees and guests. Hospitality | Hospitality is more than customer service; it's about building genuine connections that make guests feel valued and welcomed. Continuous Improvement | We strive to get better every day in everything we do. Earn Trust | We honor commitments, communicate openly and honestly, and treat each other with respect. Teamwork | We share responsibility—everyone contributes, and no task is beneath anyone.

Pre-Employment Requirements

Borealis Basecamp is committed to maintaining a safe and professional work environment. All offers of employment are contingent upon the successful completion of a background check conducted by a third-party provider.

Employees may be subject to drug testing conducted by a third-party provider, including pre-employment, random, reasonable suspicion, and post-incident testing, in accordance with company policy and applicable law.