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Sales & Customer Service Lead Hand

2 months ago

Courtenay, Canada Mount Washington Pacific, ULC Full time
POSITION: REC Sales Lead Hand

REPORTS TO: Sales Supervisor, Sales Assistant Supervisors, Snow School Manager

LOCATION: Rossignol Experience Centre (REC), Bradley Building

YOUR OPPORTUNITY:

The Rossignol Experience Centre provides exceptional guest service while being the first point of contact between our guests, the Snow School and Alpine Rentals. As a Lead Hand, duties include creating bookings for lessons, rentals, and tickets using a computerized registration program, answering phone and email inquiries accurately and efficiently, and providing in-person assistance to guests as needed. Further, Lead Hands provide leadership and problem solving for other Reservations Agents working in their assigned area. You would assist the Supervisor and Assistant Supervisors in the daily operation of the Call Center and in-person sales areas and be responsible for daily opening and closing duties in your assigned area.


RESPONSIBILITIES:

  • Function as an on-floor point of contact for all Reservations Agents, assisting with questions and guest or program-related issues including refunds, technology issues, and general problem solving.
  • Handle guest inquiries or problems that have been escalated.
  • Assist with set up and end of day procedures for all workstations and sales terminals.
  • Ensure smooth operation of all computer systems in assigned area and contact I.T. when required for repairs.
  • Requisition supplies from Stores department as required while working within supplies budget.
  • Execute training program for new workers as directed by Supervisor, and continuously monitor team to identify training needs.
  • Answer guest inquires accurately, professionally, and politely over the phone, in person and via email.
  • Take bookings for lessons and rentals, making sure to sell the best combination of products to suit each guest’s needs.
  • Check-in guests on the day of their booking, including printing required waivers and paperwork, loading lift tickets, and providing directions to further activities.
  • Have a thorough understanding of products in the Winter Recreation Guide and maintain a general knowledge of the resort (i.e. Hours of Business, Tube Park, Lifts, Nordic, etc.)
  • Operate assigned POS system and perform daily cash procedures with accuracy.
  • Work independently, including as the sole Reservations Agent when business volumes are low.
  • Communicate with Sales Supervisor & Assistant Sales Supervisors for any cash discrepancies, ticket issues or guest care situations.
  • Move between workstations including Call Centre, Mountain Kids, Demo Center, Ticket Windows and Snow School Sales areas as business volumes require.
  • Liaise with Snow School Dispatch and other work units as required to co-ordinate lessons with applicable instructors.
  • Assist with monetary tasks for the department such as ensuring all cash outs are submitted, correcting errors in transaction records, and recording and reporting all Cash Room-related concerns to the Sales Supervisor.
  • Complete daily tasks such as filing, cleaning, stocking and sanitizing.
  • Ensure the safety and security of the Rossignol Experience Centre by adhering to set safety rules and regulations.


REQUIRED EXPERIENCE AND QUALIFICATIONS:

  • Minimum of 2 years’ Guest Service experience on a front desk or equivalent in a similar field.
  • Demonstrated leadership qualities and the ability to make decisions that balance value to our guests and profitability to the resort.
  • Passionate about snowsports and experience or willingness to learn skiing and snowboarding.
  • Strong attention to detail and accuracy when handling cash.
  • Excellent oral and written communication skills.
  • The ability to remain calm under stressful and busy situations.
  • Computer literate and prepared to learn program “Siriusware” quickly and efficiently.
  • Previous knowledge of the sales program “Siriusware” is a definite asset.
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