Guest Services, Vacation Planner

Year Round

Why join CMH? 
We work hard, we play hard, and we have the best time doing it. Our mission is to guide our staff and guests through life-changing mountain experiences, and our vision is to be recognized as the world leader of guided mountain experiences – by our guests, our employees, our partners, and our communities. We're all drawn to CMH for different reasons, but we stay for the people–both employees and guests–who are brought together by a unique shared passion for skiing, riding, the mountain world, and life in general. CMH is where mountain magic happens!

Things that are important to us:

• Safety as a cornerstone.

• Share our passion – every day.

• Always act with integrity.

• We work as a team.

• Aim for best.

• Balance our social, fiscal, and environmental responsibilities. 

Things that are important to you:

• The opportunity to build lifelong friendships with staff and guests from around the world.

• Working for a company that stands behind its mission, vision, and values.

• An inclusive and rewarding company culture where employees are valued and supported.

• Explore and work at a world-class mountain destination.

• Enjoy meals created by culinary professionals that incorporate fresh, local ingredients.

• Work with hospitality professionals that take pride in providing a high-end guest experience.

• An opportunity to grow and learn in a work environment that promotes feedback and development.

• Discounts with brand partners and on CMH merchandise.

• Opportunities to heli-hike and heli-ski, as available.

CMH is honored to operate in the traditional territories of the Ktunaxa, Secwépemc, Syilx, Sinixt, Carrier (Dakelh), and Stoney Nakoda Nations.
 

Position Title: Vacation Planner, Guest Services

Company Name: CMH Heli-Skiing & Summer Adventures

Reports To: Manager, Guest Services

Location of Work: Banff, Alberta

Job Status: Full-time, Year-Round

FLSA Status: Non-Exempt

Number of Positions: 1

Direct Reports: 0

Date of Last Review: April 2026

Desired Start Date: June 01, 2026

Posting Close Date: This posting will remain open until a suitable candidate is found. The earliest posting close date would be May 5, 2026.

Position Overview

The Vacation Planner is responsible for arranging personalized travel experiences for guests beyond our core program — with a primary focus on hotel bookings, alongside ski packages, airport transfers, and other travel needs. This role manages the full process from itinerary creation and supplier negotiation to invoicing and payment follow-up, while building and maintaining our partner network and supporting both guest services and internal teams with training and quoting resources.

Essential Duties and Responsibilities

• Assist guests in arranging additional bookings outside of our program, including and primarily hotel nights, ski packages, airport transfers, and further travel needs.
• Create and communicate clear, personalized itineraries tailored to each guest's travel plans, if requested.
• Handle invoicing accurately and efficiently, following up to ensure payments are collected on time.
• Build and maintain relationships with existing partners while identifying and onboarding new partnerships to expand our offering.
• Train internal and external teams with resources and tools to assist with quoting.
• Negotiate preferred rates, value-adds, and booking terms to optimize guest value and company margins.
• Prepare, review, and execute vendor agreements and contracts in accordance with company standards.
• Develop and maintain Excel-based rate models to calculate vendor pricing, apply company margins, and support accurate guest quoting.

Minimum Qualifications

• Post-secondary education in a related field.
• 1-2 years of experience in a professional office setting.
• Experience in a Guest Services role, preferred.
• Experience in the Outdoor industry, preferred.
• Ability to manage multiple guests and bookings simultaneously.
• A proactive approach with a fast response time.
• A genuine passion for going above and beyond for guests.
• Background in travel planning, hospitality, or a related field is an asset.
• Experience negotiating rates and administering contracts is a strong asset.

All CMH employees will demonstrate integrity, discretion, and critical thinking, along with adaptability and effective problem-solving skills. A positive, collaborative working style is essential, with 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 be able to communicate clearly, effectively, and in a timely manner, maintaining professionalism and confidentiality in all interactions. Proficiency in Microsoft Office and the ability to quickly learn other relevant software platforms 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. Additionally, the candidate must have the confidence to interact with all levels of the company, including those in 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.
• This position is required, at times, to work on evenings, weekends, and holidays based on the needs of the business. 
• This position may require occasional travel to CMH areas, as well as some travel to industry functions on an occasional basis. 
• CMH is committed to developing a rich culture, a diverse workforce, and a healthy work environment in which every employee is treated fairly and respected. Each employee will contribute to the company's success while also having the opportunity to achieve their full potential as individuals.

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, the responsibilities of this position may change, as may the details that are associated with many of the tasks. During these times of change, this position requires the 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-day probationary period.
• Group Savings Plan eligibility after the 90-day probationary period.
• Paid personal/sick and vacation days.
• CMH Ski Pass Program.
• IKON Pass Benefits.
• Pro deal affiliations with Brand Partners.
• Opportunities to heli-hike and heli-ski, as available.