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Ski and Snowboard School Sales Desk Manager

4 months ago

Kelowna, British Columbia, Canada Big White Ski Resort Full time

The Ski & Board School Sales Desk Manager heads the sales team within the Ski & Board School. Within this role, you must manage a team of roughly 10 members, including a sales desk supervisor. The manager must fulfil the role requirements below (as well as other duties that may be asked of them within the department), and to ensure a safe, fun and exciting experience for all team members. The Sales Desk Manager reports directly to the Director of Snowsports.

The team you will manage is the first point of contact between the Ski & Board School and the guest. Duties for these staff include selling lessons and packages, cash handling and balancing, using a computerized registration program for tracking guests, providing guests with resort information, and answering inquiries. The Sales Desk Agents rotate around three sales areas - Adult Desk, Kids Centre, and Call Centre.

General Duties and Responsibilities:

• Manage the day-to-day operations of the sales desk.

• Liaise with local companies and other departments, such as Groups, to ensure smooth bookings of large groups and special programs.

• Maintaining a comprehensive knowledge of in-house departments and products, other departments and their products, and general resort knowledge.

• Liaise with the marketing team to ensure coverage and market exposure of our products.

• Handle complaints and solve issues guests may be experiencing.

Specific Duties and Responsibilities:
This is a basic outline of day-to-day responsibilities. Adjustments will be made if necessary to reflect the needs and expectations of Big White Ski & Board School.

• See the hiring process from start to finish for all desk staff.

• Train new staff on all aspects of the job, the resort, and other departments.

• Schedule and approve staff paying throughout the season and deal with time off requests.

• Assist staff members with general knowledge of Big White Ski Resort plus in the critical areas of all product offerings, prices, specials, discounts, requirements for purchasing, promotion bookings, familiarization (FAM) tours, and all relevant software systems required for selling, booking, and registering guests within the Ski & Board School.

• Act as a critical support point for Sales staff members, assisting with telephone, email, and in-person queries and complaints.

• Bill and reconcile funds from companies with the accounts department.

• Ensure all systems are up to date and working correctly, and contact the IT Department to organize for systems/software fixes where required.

• Be aware of program numbers, and communicating staffing needs to the Schedulers and Managers when necessary.

• Process any refunds and credit letters for guests.

Preferred Experience/Skills:

• Previous management experience in a seasonal industry or park and recreation background is an asset

• Administration skills and experience using different software systems are required

• Having a working knowledge of Point of Sale (POS) software such as RTP1 or similar

• Background in customer service and experience in a call center/telephone environment.

• Ability to work efficiently and effectively during busy periods.

• Strong professional typing and writing skills.

• Organizational skills highly sought as this role involves an in-depth knowledge of the department's and resort's calendar of events throughout the year.

Wage: Full-time year-round role, Salary range $60,000 to $70,000 annually

Physical Demands:

• Must be able to sit and stand for the shift.

• Requires standing, sitting, repetitive motions, climbing, listening and hearing ability, and visual acuity.

Please note: All employment offers to foreign nationals are conditional upon individuals obtaining their own valid working holiday visas for the coming winter season. Due to the high volume of applications, only candidates selected for follow up interviews will be contacted.