Operations Supervisor

4 weeks ago

North Vancouver, Canada Capilano Group Full time

Work in a West Coast rainforest Surround yourself with ancient trees, bridges, canyons, critters, and an incredible, fun-loving team who work together to build an amazing and authentic experience for guests from around the world. At Capilano Suspension Bridge Park, we pride ourselves at delivering a truly unique guest experience unlike any other, inspired by our natural setting. We share our passion about history, the wonder of nature and yummy eats & treats with over 1,000,000 annual guests

**Who we are**:

- On-going training and development opportunities
- Hourly wage, plus bonus incentives and discounts on retail and food
- Complimentary admission for friends & family to Capilano Suspension Bridge Park
- Complimentary admission to multiple other attractions within the Vancouver area
- Team Member parties and social events
- Flexible schedules and a fun work environment

**What you’ll do**:
The **Groups Supervisor** is responsible for the day-to-day management of all tour group arrival and transaction processes at **Capilano Suspension Bridge Park (CSBP)**. This position will be responsible for the training and development of the Groups and VIP team to ensure accuracy of all transactions. The **Groups Supervisor** works closely with the **Guest Services Manager **& Park Operations Manager(s)** in evaluating the quality and content of guest’s, tour guides, and team member’s experience. Through communication of ideas or concerns they are actively assisting in the development and implementation of our Groups department. Through their leadership and motivation, they will promote the principles, core values, and vision of CSBP.

**Other Duties and Responsibilities**:

- Oversee the daily operations of the Guest Service Department
- Assist the Group Sales & Marketing team to ensure group bookings are accurate and group transactions are entered correctly and efficiently
- Train and coach in all areas of group bookings within RTP systems
- Work with Operations (Guest Service) supervisor to ensure that department is appropriately staffed
- Respond in a calm and efficient manner to assist with guest concerns and questions, elevates concerns to ensure solutions are found and implemented for future,
- Collaborating with the Marketing and IT departments to correct errors in the POS system, and improve overall performance,
- Working closely with the reception team, and the Ticketing & Group Sales Assistant Manager, to report errors and test new POS (Galaxy) functions,
- Ensure effective queuing for gate (Admissions) and guest services areas,
- Assist with ongoing monitoring and tracking of Guest feedback (informal and formal guest surveys),
- Build and maintain professional and friendly relationships with all tour group representatives, industry peers, suppliers etc.
- Be actively involved in sourcing, recruiting, selecting and training all Guest Service Agents,
- Comply with all CGC policies and procedures and perform additional duties as required.

**Who you are**:

- Minimum one (1) year of experience working in Groups & Information at CSBP,
- Proven ability to handle stressful situations and meet fluctuating and demanding needs,
- Possess strong interpersonal and communication skills
- POS experience, knowledge of Galaxy system an asset,
- First Aid - Level 1, a strong asset,
- Second Language is an asset.

**Considerations**:

- Able to work a variety of shifts including evenings, weekends and holidays, to meet the needs of the business,
- While performing the duties of this position, required to be on your feet for extended periods of time,
- Occasionally required to lift and carry up to 20lbs, and
- Occasionally required to lift and climb a step ladder or step stool
- While performing the duties of this position, required to work in a variety of weather conditions including heat, rain and winter conditions.

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