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Guest Services Assistant Manager

2 months ago

Whistler, British Columbia, Canada Whistler Blackcomb Full time
Create Your Experience of a Lifetime

Come work and play in the mountains Whether it's your first-time seeing snow or you were born on the slopes, joining our team means discovering (or re-discovering) a passion for the outdoors while building lifelong connections with teammates and guests from around the world.

With 40+ resorts across 3 continents, you can join our team for a season or stay to build a career. From day one, you'll receive some of the highest compensation rates in the industry, free Epic pass(es) along with free ski and snowboard lessons, 40% retail discounts, the chance to grow through Epic Service - our leading training and development experience, and wellness benefits to fuel your success.

Job Benefits
  • Ski/Mountain Perks Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons
  • MORE employee discounts on lodging, food, gear, and mountain shuttles
  • RSP Options (after 12 months or 2000 cumulative hours of service)
  • Employee Assistance Program
  • Excellent training and professional development
  • Referral Program
Full Time roles are eligible for the above, plus:
  • Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
  • Free ski passes for dependents
  • Critical Illness and Accident plans
Job Summary:

To assist the PSS Managers and work with the PSS supervisors to oversee the daily operations of Product Sales and Services (to include Guest Services, Snow School Sales and Reservations). The Product Sales and Services departments generously assist all guests by providing information on the mountain/resort activities and amenities by promoting and selling mountain products, and by providing solutions to any challenges guests may face.

Job Specifications:
  • Outlet: Whistler Blackcomb
  • Housing: May Be Available
  • Expected Pay: $52,000
  • Shift & Schedule Availability: Full Time, Winter Seasonal
Job Responsibilities:
  • To continually strive to exceed our Guests' expectations, and to help create the best possible mountain experience again and again for all our Guests
  • Encourage a culture of belonging and interdepartmental connection for employees with a focus on our Employees Experience of a Lifetime.
  • Embody a safety first mindset to ensure everyone is home safe, every day.
  • To be an active member of the Products Sales and Services Leadership team, supporting peers & continually working at building a cohesive team that works effectively and efficiently; offering suggestions to continually improve overall operations and the work environment
  • To treat Guests and Staff with the level of service and respect expected at a Number One Mountain Resort destination
  • To be knowledgeable and up-to-date on all season's pass products and programs including Ski School, ticket products, discount and promotional programs, as well as Bike Park and summer program. To actively participate in the ongoing development and implementation of a sales and service culture which continually strives to promote and sell mountain products
  • To supervise the offices and ensure that all responsibilities and procedures are adhered to and performed accurately
  • To provide leadership, direction, coaching & performance feedback to Guest Services, Snow School Sales and Reservations
  • To coordinate the hiring, training and professional development of Guest Services, Snow School Sales and Reservations Agents and Supervisors; to provide support for, and focus on, succession development of Agents and Supervisors
  • To ensure that all service expectations, standards, and qualities are being maintained throughout the PSS areas; to ensure that all information and procedural changes are communicated in a timely manner
  • To follow-up with guest issues in a timely manner, providing service coaching as needed
  • To identify and assist in the development and implementation of consistent procedures and systems which will maximize productivity across all Product Sales and Services locations
  • To actively seek opportunities to recognize Supervisors, agents and other employees
  • To ensure that scheduling, payroll, mentoring and development, Employee reviews and progressive discipline are managed appropriately and documented accordingly and confidentially
  • To monitor and be accountable for your assigned business units' budget by properly tracking all labor and expenses, recording and explaining all issues of overtime or extra labor incurred above budget.
  • To assist with over/short follow-up and monthly/weekly financial general ledger reconciliation
  • To assist in developing and meeting the departmental objectives
  • To assist in developing annual and long-term strategic plans in each area
  • To meet regularly with the team in your areas to ensure support and opportunity for their growth and development.
  • To provide a focal point for scheduling liaison to maximize usage of staff across PSS; ensuring that schedules are organized to maximize service for our guests
  • To perform other duties as required
  • Always show up on time, with a professional, neat, clean and tidy appearance and adhere to the grooming policy
Job Requirements:
  • Demonstrate our 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 communications skills
  • Flexible (ability to work varying hours/days as business needs dictate)
  • Proven strength in problem solving and an ability to make decisions
  • Previous experience with computerized sales/reservations (Guest Connect) systems an asset
  • Previous supervisory/managerial experience an asset
  • Previous leadership experience in Guest Services
  • 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.
Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 504164
Reference Date: 08/12/2024
Job Code Function: [[customString7]]