Assistant Manager, Guest Services

2 weeks ago

Blue Mountains, Canada Blue Mountain Resort Full time

Year Round

**WHAT'S IN IT FOR ME?**

Resort Perks:

- Discounted recreation tickets you can share with your friends. Let them enjoy the zip lines, ropes courses and mountain coaster
- Staff priced meals & Starbucks treats;
- Staff room rates at all our hotels;
- Retail savings at Burton, Columbia, North Face, Red Devil, Hillside, and more

**ASSISTANT MANAGER, GUEST SERVICES**

The Assistant Manager, Guest Services will work in conjunction with the Manager of Guest Services and Senior Manager of Guest Experience to ensure strong and adequate leadership coverage for the department and all associated venues and roles. The Assistant Manager will focus on monitoring and maintaining daily operational processes and procedures as the Guest Service Department continues to develop and evolve.

This individual will play a key role in fostering an optimal sales and service culture in all Guest Services locations and functions and will ensure all related administrative responsibilities are managed accordingly. The Assistant Manager will collaborate with the leadership team to seasonally review and adapt the departmental training and orientation program to ensure effective instruction and inter-departmental cross training occurs.

The Assistant Manager will be growing and supporting the Subject Matter Expert program across the resort. The SME program supports any POS knowledge and upgrade roll outs. By supporting this program, the Assistant manager ensures that there is a standard set across the resort for all POS Sales.

The Assistant Manager is responsible for creating and managing the front-line and supervisory schedule for all seasons and assisting with budgetary labour alignment. The Assistant Manager serves as a mentor, leads by example, and provides support for all Guest Service staff, including participating in scheduled floor coverage if and as necessary.
- Full Time Hours, Year Round (Salary)
- Health and Dental Benefits

**WHAT**
**WILL I BE DOING?**
- Providing leadership and support to evaluate and manage performance of all supervisors, be knowledgeable of all aspects of the department and its products, services, policies and procedures, especially in all matters relating to interactive sales and service recovery. Leverage and involve other departments. Ensure Supervisor team has the appropriate training.
- Designated Skills Trainer
- Responsible for training and supporting all POS users (lodging, Rec Services and Groups) with the Subject Matter Expert program. Support and train departmental SME's through Winter and Summer seasons. Create and Run testing program and provide feedback to the BA team. Assist with new POS functionality roll out and trouble shoot as required.
- Support the frontline, act as Ambassador on busy days, deal with conflict resolution, guest complaints and service recovery as necessary. In cooperation with the Manager, Season Passes and Partner Benefits, oversee the transition of the department from season to season; the opening, closing and moving of locations for a smooth and efficient changeover, including proper storage of equipment and signage.
- In conjunction with the Manager, establish appropriate and comprehensive leadership coverage; work closely with the leadership team to ensure unity, cohesion and cooperation. Provides assistance to build the staff schedule; align business needs and labour budget requirements; make recommendations on hiring needs based on returning staff percentages, manage shift change request protocol.
- Assist HR Recruiter and Guest Experience Manager with hiring and on-boarding.
- Manage timekeeping software to ensure all discrepancies are addressed prior to payroll cut-off. Monitors budgeted hours against schedule. In conjunction with the Manager, complete all necessary change forms in a timely manner. Manage vacation requests and inputting of vacation hours for all Guest Services employees.

**WHAT DO WE NEED FROM YOU?**
- Previous supervisory, training, coaching, and performance management experience, preferably within the hospitality industry.
- Excellent service recovery and conflict resolution skills in order to bring both guest and employee concerns to satisfactory closure.
- Ability to monitor and influence the bigger picture and the bottom line through strategizing to improve existing systems and sales procedures.
- Weekend Availability Mandatory

**BLUE MOUNTAIN RESORT COMPANY OVERVIEW**

**ALTERRA COMPANY OVERVIEW**

Alterra Mountain Company is a family of 15 iconic year-round destinations, including the world's largest heli-ski operation, offering the Ikon Pass, the new standard in season passes. The company owns and operates a range of recreation, hospitality, real estate development, food and beverage, retail and service businesses. Headquartered in Denver, Colorado, with destinations across the continent, Alterra Mountain Company is rooted in the spirit of the mountains and united by a passion for outdoor adventure. Alterra Mountain C

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