Supervisor, Guest Services

4 months ago

North Vancouver, Canada Grouse Mountain Resort Full time

Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests.

**Job Title**: Supervisor, Guest Services

**Location**: North Vancouver

**Department**: Guest Services

**Reports to**: Manager, Guest Services

**Role Status**: Full Time Permanent

ABOUT US
Grouse Mountain offers a challenging and enjoyable work environment with a world of career opportunity. Our team is dedicated to Grouse Mountain's renowned excellence and its continued growth as Vancouver's premier mountain resort. In exchange for employee excellence, we offer a professional atmosphere, fantastic growth opportunities, unlimited outdoor recreation (including skiing and snowboarding), an inspiring setting and many unique employee privileges.

**JOB SUMMARY**:
The Guest Services Supervisor is directly responsible for ensuring that our guests enjoy their time at the mountain, and that the department is well supported to make this happen. With a challenging, fast pace environment, the Guest Services Supervisor is responsible for the sale of variety of products in a multiple sub department. This guest facing role is dynamic and ever changing with the seasonality of the mountain, and the ongoing growth of the company.

**ESSENTIAL JOB FUNCTIONS**:

- Maintaining an exciting, goal orientated, positive, communicative, and fun work environment.
- Creating high levels of guest satisfaction through dedication to customer service in all guest interactions.
- Enthusiastically greeting guests, anticipating questions & needs, and offering assistance.
- Processing of all Grouse Mountain products and services with a high sales drive and initiative for up selling.
- Provide coaching and training to employees on telephone performance & key performance indicators.
- Drive daily sales activities both internally and via inbound and outbound calling campaigns.
- Work effectively together with other managers and supervisors to create maximum synergy, coordination and cooperation.
- Acting as a liaison between guests and staff with other departments and assisting other departments with technical issues regarding systems.
- Responding to guest inquiries, resolving guest concerns and comments efficiently to ensure that all guests enjoy a positive experience.
- Maintaining records and files.
- Completing required guest service and sales related reports and projects as required.
- Handling cash, balancing floats and completing cash close out procedures daily.
- Coordinating day to day operations of Guest Services, Ticket Centre, Hosting, Shuttle bus services, Call Center, and Alpine Guest Services.
- Overseeing scheduling, payroll, interviewing, hiring, conducting orientations, on-going coaching, and completes probationary reports and annual performance reviews.
- Maintain high standards of training and up to date information regarding operations of the department.
- Other duties as required

SUPERVISORY RESPONSIBILITY
Duties for this role include the direct supervision of up to 50 Guest Services Representatives, their training, ongoing coaching and support. You will work effectively with a variety of other departments and team members.

REQUIRED QUALIFICATIONS AND ABILITIES
- Minimum 3 years customer service experience and dealings with international guests preferred.
- Experience with Siriusware POS systems, Microsoft Word, Excel, and PowerPoint, are necessary.
- Experience with staff training and supervision.
- Background in Ski School operations and booking procedures preferred.
- Must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
- Must possess a positive and upbeat personality with a desire to deliver outstanding customer sales and service to our guests, while continuing to motivate and lead fellow staff.
- Must be a self starter with common sense and a desire to work in an ever-changing environment as part of a team and as an individual in all weather conditions.
- Proficiency with telephone, switchboard, and radio dispatch operations.
- Successful applicants over the age of 19 will be required to provide results of a clear background check before starting work. Grouse Mountain will assist with this process if the applicant does not have a valid background check.

WORKING CONDITIONS
The right team member is able to work 40 hours a week, which will include weekends and some evening shifts. You will be able to multi task, and have a strong self initiative. While the majority of the shifts are indoors in an office settin

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