Nordic Indoor Operations Lead Hand

3 months ago

Courtenay, Canada Mount Washington Pacific, ULC Full time

**POSITION**:Lead Hand, Indoor Operations

**REPORTS TO**:Supervisor, Indoor Operations

**LOCATION**:Nordic Centre at Mt. Washington Alpine Resort

**YOUR OPPORTUNITY**

Are you a people leader with experience in guest service? Come join our team As a Lead Hand in our Nordic Indoor Operations, you will assist with the daily operations of our winter-loving team. Working with your supervisor, you will delegate daily staff assignments, attend departmental meetings, assist with training, and enforce all rules, regulations and policies of Mount Washington Alpine Resort. You will become knowledgeable of all resort-related information including hours of operation, events, promotions, and Nordic programs. You must have a flexible schedule and be able to work more than 8 hours a day.

**RESPONSIBILITIES**
- Train new employees ensuring they have all the tools they need to be able to provide exceptional customer service.
- Assist in the daily supervision of Cashiers and Rental Techs with assistance from the Supervisor when needed.
- Function as an on-floor point of contact for all frontline staff, assisting with questions as well as guest, program, and rental-related issues.
- Assist in the organization and implementation of Nordic lessons, tours, programs, and events.
- Delegate and/or perform general janitorial duties as needed.
- Maintain appropriate staffing levels to achieve budgeted results and adjust to business volumes as needed while ensuring guests are being served quickly and efficiently.
- Communicate and liaise with other Supervisors/Lead Hands for guest service issues and/or program/lesson/tour/rental-related questions.
- Deal with monetary tasks/issues such as ensuring all cash outs are correct and submitted, collect change when required as well as record and report all Cash Room-related concerns to the Supervisor.
- Maintain proper inventory of stationary, gift cards, trail passes, maps, and pamphlets.
- Provide regular and timely feedback to team members.
- Ensure staff breaks are covered and ensure the operation runs smoothly even if guest numbers exceed what was planned.
- Deal with unique guest inquiries or problems that have been escalated.
- Proficiently use the POS system, Siriusware, to process all sales and complete payment
- Stay up to date on all prices, programs, events and policies of Mt. Washington Alpine Resort and ensure team members are up to date as well.
- Perform additional duties such as assisting in the Retail, Rentals and Cafe areas as required.
- Be prepared to switch location at no notice depending on guest volume and weather.

**PREFERRED EXPERIENCE & QUALIFICATIONS**
- Minimum of 2 years’ guest service experience at a front desk or equivalent.
- Previous experience providing leadership and coaching to employees.
- Demonstrated leadership qualities and the ability to make decisions that balance value to our guests and profitability to the resort.
- Excellent knowledge of the Comox Valley and surrounding area as well as a passion for people and the outdoors.
- Able to build and maintain strong relationships with our guests.
- Demonstrated attention to detail and accuracy when handling cash.
- Excellent oral and written communication skills.
- Able to remain calm under stressful and high-volume situations.
- Computer literate, and able to learn quickly.
- Post-secondary education in Tourism, Hospitality and/or Business Administration would be an asset.
- Knowledge of the sales program “Siriusware” would be an asset.

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