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. #J-18808-Ljbffr