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.