Sales & Customer Service Lead Hand

3 weeks ago

Courtenay, Canada Mount Washington Pacific, ULC Full time

**POSITION: REC Sales Lead Hand**:
**REPORTS TO**:Sales Supervisor, Sales Assistant Supervisors, Snow School Manager

**LOCATION**:Rossignol Experience Centre (REC), Bradley Building

**YOUR OPPORTUNITY**:
**RESPONSIBILITIES**:

- Function as an on-floor point of contact for all Reservations Agents, assisting with questions and guest or program-related issues including refunds, technology issues, and general problem solving.
- Handle guest inquiries or problems that have been escalated.
- Assist with set up and end of day procedures for all workstations and sales terminals.
- Ensure smooth operation of all computer systems in assigned area and contact I.T. when required for repairs.
- Requisition supplies from Stores department as required while working within supplies budget.
- Execute training program for new workers as directed by Supervisor, and continuously monitor team to identify training needs.
- Take bookings for lessons and rentals, making sure to sell the best combination of products to suit each guest’s needs.
- Check-in guests on the day of their booking, including printing required waivers and paperwork, loading lift tickets, and providing directions to further activities.
- Have a thorough understanding of products in the Winter Recreation Guide and maintain a general knowledge of the resort (i.e. Hours of Business, Tube Park, Lifts, Nordic, etc.)
- Operate assigned POS system and perform daily cash procedures with accuracy.
- Work independently, including as the sole Reservations Agent when business volumes are low.
- Communicate with Sales Supervisor & Assistant Sales Supervisors for any cash discrepancies, ticket issues or guest care situations.
- Move between workstations including Call Centre, Mountain Kids, Demo Center, Ticket Windows and Snow School Sales areas as business volumes require.
- Liaise with Snow School Dispatch and other work units as required to co-ordinate lessons with applicable instructors.
- Assist with monetary tasks for the department such as ensuring all cash outs are submitted, correcting errors in transaction records, and recording and reporting all Cash Room-related concerns to the Sales Supervisor.
- Complete daily tasks such as filing, cleaning, stocking and sanitizing.
- Ensure the safety and security of the Rossignol Experience Centre by adhering to set safety rules and regulations.

**REQUIRED EXPERIENCE AND QUALIFICATIONS**:

- Minimum of 2 years’ Guest Service experience on a front desk or equivalent in a similar field.
- Demonstrated leadership qualities and the ability to make decisions that balance value to our guests and profitability to the resort.
- Passionate about snowsports and experience or willingness to learn skiing and snowboarding.
- Strong attention to detail and accuracy when handling cash.
- Excellent oral and written communication skills.
- The ability to remain calm under stressful and busy situations.
- Computer literate and prepared to learn program “Siriusware” quickly and efficiently.
- Previous knowledge of the sales program “Siriusware” is a definite asset.

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