Guest Services Assistant Manager

1 week ago

Whistler, British Columbia, Canada Whistler Blackcomb Full time
Job Summary:

As a Guest Services Assistant Manager at Whistler Blackcomb, you will play a key role in overseeing the daily operations of Product Sales and Services. This includes Guest Services, Snow School Sales, and Reservations. Your primary objective will be to provide exceptional service to our guests, promoting and selling mountain products, and resolving any challenges they may face.

Key Responsibilities:
  • Exceed guest expectations by continually striving to create a memorable mountain experience.
  • Encourage a culture of belonging and interdepartmental connection among employees, focusing on their experience.
  • Embody a safety-first mindset to ensure everyone's safety.
  • Be an active member of the Product Sales and Services Leadership team, supporting peers and contributing to the development of a cohesive team.
  • Treat guests and staff with the level of service and respect expected at a top-tier mountain resort destination.
  • Stay knowledgeable about all season's pass products and programs, including Ski School, ticket products, discounts, and promotional programs.
  • Supervise offices and ensure adherence to responsibilities and procedures.
  • Provide leadership, direction, coaching, and performance feedback to Guest Services, Snow School Sales, and Reservations teams.
  • Coordinate hiring, training, and professional development of Guest Services, Snow School Sales, and Reservations agents and supervisors.
  • Ensure service expectations, standards, and qualities are maintained throughout Product Sales and Services areas.
  • Follow up with guest issues in a timely manner, providing service coaching as needed.
  • Identify and assist in developing consistent procedures and systems to maximize productivity across all Product Sales and Services locations.
  • Actively seek opportunities to recognize supervisors, agents, and other employees.
  • Manage scheduling, payroll, mentoring, and development, employee reviews, and progressive discipline.
  • Monitor and be accountable for assigned business units' budget by tracking labor and expenses.
  • Assist with over/short follow-up and monthly/weekly financial general ledger reconciliation.
  • Develop and meet departmental objectives.
  • Develop annual and long-term strategic plans in each area.
  • Meet regularly with teams to ensure support and opportunity for growth and development.
  • Provide a focal point for scheduling liaison to maximize staff usage across Product Sales and Services.
  • Perform other duties as required.
Requirements:
  • Demonstrate core values: Be Inclusive, Be Safe, Do Good, Do Right, Serve Others, Drive Value, and Have FUN.
  • Team-player, calm, organized, attention to detail, and strong time management skills.
  • Ability to effectively manage a large, diverse team.
  • Concise, open, and honest communication skills.
  • Flexible (ability to work varying hours/days as business needs dictate).
  • Proven strength in problem-solving and decision-making.
  • Previous experience with computerized sales/reservations systems an asset.
  • Previous supervisory/managerial experience an asset.
  • Previous leadership experience in Guest Services an asset.
  • BC Driver's License required, clean drivers abstract required.
  • Knowledge of mountain operations and the Municipality of Whistler an asset.
  • Microsoft Word and Excel knowledge.
  • Proof of clear criminal record check.

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