Guest Services Supervisor

2 weeks ago

North Vancouver, Canada Grouse Mountain Full time

Supervisor, Guest Services

**Job Title**: Supervisor, Guest Services

**Department**: Sales, Guest Services

**Reporting Manager**: Manager, Guest Services

**Role Status**: Full time, permanent

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

**Duties and Responsibilities**:

- 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

**Qualifications**:

- 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.

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