Guest Services Assistant Manager

2 weeks ago

Lake Louise, Canada Lake Louise Ski Resort & Summer Gondola Full time

Come work with us in Lake Louise. Live, Work, Play surrounded by awe-inspiring views

The Lake Louise Ski Resort is a world-class ski area nestled in the heart of the Canadian Rockies. We are a year-round operation, operating as a ski resort in the winter months and as a wildlife interpretive centre and sightseeing gondola in the summer months.

Whether you want to work indoors or outdoors, no day will ever be the same. As an employee you can expect a great working environment, employee benefits, competitive wages and the experience of a lifetime.

**At present some of our Employee Perks include**:
LLSR lift pass (valued at approx. $1,200)
Reciprocal discounts with other Ski resorts
Free group lessons and discounted private lessons through snow school
Free LLSR recreational opportunities including guided hikes and sightseeing
Free employee transportation from Lake Louise, Banff and Canmore
Food and Beverage discounts at designated cafeterias and restaurants
Retail store discounts
Staff rates at Skoki Backcountry Lodge
Complimentary tea, coffee and hot chocolate at designated cafeterias when you provide your own reusable mug
Employee recognition programs
Long Service Award programs
Opportunity for educational growth and development
Optional subsidized staff housing for full-time employees
Awesome staff events, activities, and team building events throughout the season
Employee discounts at Lake Louise Ski Area Daycare, eligibility criteria apply
Spousal and family passes

**Responsibilities**:
Providing high standards of service, exceeding customer expectations and leading by example
Assist in the daily opening and closing procedures of guest services, ticket windows, switchboard
Ensure adequate staff coverage in all working areas so there is mínimal line-ups and queues.
Communicate changes in policy, procedures, products, services, promotions, or any other alterations that affect delivery of customer service
Assist with hiring, training and ongoing coaching of staff
Ensure accuracy of all daily cash outs and that they are completed in an efficient and timely manner
Oversee and approve product returns, refunds, exchanges, voids, customer credits, reports, and other transactions
Assist the Guest Services Manager with scheduling as well as ensuring adequate coverage during peak periods while optimizing efficiency during quieter times
Conduct seasonal employee performance reviews and evaluations - ensure to address poor performance related issues, if required
Provide assistance to the Guest Services Manager, Accounting and Payroll as required
Assist the GS Manager in maintaining open lines of communication with other departments such as ski school, rentals, and food services to ensure seamless coordination of guest experiences
Ensure adherence by team members of company and departmental policies and procedures
Design and implement strategies to motivate the Guest Services & Mountain Greeting Team to achieve departmental goals
Oversee and approve product returns, refunds, exchanges, voids, customer credits, reports, and other transactions
Assist with the planning and implementing of monthly staff incentives in order to achieve departmental goals

**Job Requirements/Qualifications**:
Ability to analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required
Able to deal with staff and guests sensitively, tactfully, diplomatically, and professionally at all times
Ability to supervise employees, including organizing, prioritizing and scheduling work assignments
Exceptional conflict resolution, negotiation and objection handling skills
Able to respond quickly in a dynamic and changing environment
Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
The ability to multitask in a fast-paced environment
Service orientated, assertive, flexible, outgoing and enthusiastic
Able to work outside in all weather conditions
Strong communication skills
High level of proficiency with Microsoft Word & Excel, Outlook and Internet
Cash handling experience required
Switchboard experience / good phone etiquette
2 years+ of previous customer service experience in a supervisory role or similar preferred

**Work Schedule**:
Summer - 4 days on/3 days off (will vary based on business levels)

Winter - 5 days on/2 days off

**Dress Code**:
Uniform shirt provided (at cost), black pants

**Note**: This job description is intended to convey information essential to understanding the scope of the position. It is not an exhaustive list of skills, efforts, duties, or responsibilities associated with the role. Management reserves the right to modify, add, or remove duties as necessary.

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