Guest Services

5 months ago

North Vancouver, Canada Grouse Mountain Full time

Everyday we aim to provide a high quality, dynamic and authentic mountain playground where locals and tourists can escape, have fun, learn and challenge themselves, embracing the outdoors and key elements of BC culture. Our friendly and informative staff will help guests to create enduring memories based on remarkable experiences.

**Job Title**: Guest Services Team Lead

**Department**: Guest Services

**Reporting Manager**: Manager, Guest Services

**Role Status**: full-time, seasonal

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.

**Duties and Responsibilities**:

- Leading a team of fellow staff members by maintaining an exciting, goal oriented, positive, communicative, and fun work environment.
- Creating high levels of guest satisfaction through dedication to customer service in all guest interactions.
- Processing of all Grouse Mountain Products and Services with a high sales drive and initiative for up selling.
- Responding to guest inquiries, resolving guest concerns and comments efficiently to ensure that all guests enjoy a positive experience.
- Acting as a liaison between guests and staff with other departments and assisting other departments with technical issues regarding systems.
- Maintaining records and files.
- Completing required guest service reports and projects as requested by management.
- Handling cash, balancing floats and completing cash close out procedures daily.
- Coordinating day to day operations of Guest Services, Ticket Centre, Shuttle Bus, Call Center, Alpine Guest Services, and Mountain Host Program.
- Assisting with scheduling, training, and provide support with supervision of staff.
- Emergency and Mountain dispatch operations.
- External sales reporting as required.
- Working as a liaison with Retail team to ensure stock and inventory is up to date and orderly in Essentials retail outlet.
- Perform all other duties as assigned

**Qualifications**:

- Minimum 3 years customer service experience required
- Experience with Siriusware POS systems, Microsoft Word, Excel, and PowerPoint required.
- 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.
- Proficiency with telephone, switchboard, and radio dispatch operations.
- Must have flexible schedule and be available evenings and weekends (shift work required).

Innovative. Nature-Loving. Safe. Passionate. Inspiring. Real. Entrepreneurial.

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