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Gmr Guest Services Team Lead

2 months ago

Vancouver, British Columbia, Canada Grouse Mountain Full time
Job Title: Team Lead, Guest Services

Join our team as a Team Lead, Guest Services, and be part of a dynamic and customer-focused team at Grouse Mountain Resort.

About the Role

This is a fantastic opportunity to lead a team of Guest Service Representatives and contribute to delivering exceptional guest experiences.

Key Responsibilities
  • Lead a team of Guest Service Representatives and maintain a positive, goal-oriented work environment.
  • Create high levels of guest satisfaction through dedication to customer service in all guest interactions.
  • Process Grouse Mountain Products and Services with a high sales drive and initiative for up-selling.
  • Respond to guest inquiries, resolve guest concerns and comments efficiently to ensure a positive experience.
  • Act as a liaison between guests and staff with other departments and assist with technical issues.
  • Maintain records and files, complete guest service reports and projects as requested by management.
  • Handle cash, balance floats and complete cash close-out procedures daily.
  • Coordinate day-to-day operations of Guest Services, Ticket Centre, Shuttle Bus, Call Centre, Alpine Guest Services and Mountain Host Program.
  • Assist with scheduling, training and provide support with supervision of staff.
  • Emergency and Mountain dispatch operations.
  • External sales reporting as required.
  • Work with the Retail team to ensure stock and inventory is up to date and orderly in Essentials retail outlet.
  • Perform all other duties as assigned.
Supervisory Responsibility

The Team Lead will supervise the Guest Services Representatives on shift in the absence of the Guest Service Supervisors.

Required Qualifications and Abilities
  • Minimum 3 years customer service experience required.
  • Experience with Siriusware POS systems, Microsoft Word, Excel and PowerPoint required.
  • Experience with staff training and supervision.
  • Background in Ski School operations and booking procedures preferred.
  • Ability to multi-task, be detail-oriented and problem-solve to effectively deal with internal and external customers.
  • Positive and upbeat personality with a desire to deliver outstanding customer sales and service to guests.
  • Proficiency with telephone, switchboard and radio dispatch operations.
  • Flexible schedule and availability to work evenings and weekends (shift work required).
Working Conditions

The work takes place indoors primarily. The successful candidate must be comfortable working on their feet for long periods of time.

Compensation and Benefits
  • Competitive hourly rate.
  • Free Seasonal Access Pass.
  • Discounts at the resort's restaurants, retail and rental outlets.
  • Referral Bonus Program.
  • Public Transit subsidies.
  • Free or discounted lift tickets at many other resorts.
  • Access to free Employee and Family Assistance Program.
  • Excellent training and professional development.
  • Northland Properties friends and family discounts program.
Full-time, Year-round Positions
  • Health Insurance.
  • Dental Insurance.
  • Vision Insurance.
  • RRSP matching plan after 1 year of service.
  • Free access passes for dependents.
About Northland Properties

We are a 100% Canadian-owned company recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction and asset management.

Our Values

We value people, connection, growth and challenge. We foster a work environment where diversity is valued, quality of life is enhanced and individual aspirations are fulfilled.