Supervisor, Resort Experience

4 days ago

Blue Mountains, Canada Blue Mountain Resort Full time

Seasonal (Seasonal)

**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

The Supervisor of Resort Experience will be responsible for supervising the day-to-day operation of the Resort Experience Team and will report to the Assistant Manager of Resort Experience. The incumbent will oversee Ambassadors working in parking lots, Village routes, guest flow, capacity, and service locations and will work in these locations as required.

Hourly Rate of $20.09

**WHAT WILL I BE DOING?**
- Supervise, motivate, coach and recognize performance amongst the ambassador team
- Train and lead front line staff and ensure day-to-day operation and ongoing coaching and development are geared to deliver the highest degree of service, safety and guest experience. Leverage and involve other departments as necessary. Develop SOPs and other training documents.
- Be confident with managing guest expectations and seamlessly ensuring satisfactory service recovery.
- Develop and possess an extensive knowledge of activities, events, resort amenities and surrounding area information.
- Accountable for daily maintenance equipment, supplies and amenities for department areas.
- Support Security and Guest Services to ensure a comfortable and safe guest experience on-resort. This includes observing resort capacity, anticipating guest needs, and supporting a flow management plan.
- Maintain a standards system related to service quality levels and safety to frequently provide consistent feedback in accordance with the direction of the Assistant Manager, Resort Experience.
- With Security, support resort employees in de-escalating situations of conflict.
- Facilitate departmental training programs by upgrading and standardizing policies, Standard Operating Procedures (SOPs), and training processes.

**WHAT DO WE NEED FROM YOU?**
- Possess the knowledge and ability to set clear service expectations for staff.
- Self-motivated and energetic
- Current Blue Mountain guest service experience and knowledge of guest service operations an asset
- Strong communication skills
- Team oriented with a friendly, cheerful, positive, professional and animated demeanor
- Proven track record of producing tangible and measurable results
- Proven ability to coach, develop, mentor and recognize employees as required
- Recognizing areas of opportunity for improvement and taking self-direct action to correct
- Enjoy handling several tasks simultaneously
- Enjoy working in a very active environment

**BLUE MOUNTAIN RESORT COMPANY OVERVIEW**
Blue Mountain, Ontario’s largest mountain resort is nestled on the shores of Georgian Bay, located 90 minutes north of Toronto. Blue Mountain has become the four-season destination of the North, visited by more than 1.5 million guests a year. Winter at the resort boasts 43 ski and snowboard trails enhanced by a world-class snowmaking system. Summer months offer the largest downhill mountain biking facility in Ontario, Monterra Golf course, Ridge Runner Mountain Coaster, Cascade Putting Course, Timber Challenge Ropes Course, Wind Rider Triple Zips and a private beach property among other seasonal attractions. Year-round the resort attracts visitors to more than 1,000 luxury accommodation units and 45 unique concept restaurants, bars and retail stores in our pedestrian Village. 53,000 square feet of state

**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 Company’s family of diverse playgrounds spans six U.S. states and three Canadian provinces: Steamboat and Winter Park Resort in Colorado; Palisades Tahoe, Mammoth Mountain, June Mountain and Big Bear Mountain Resort in California; Stratton and Sugarbush Resort in Vermont; Snowshoe in West Virginia; Tremblant in Quebec, Blue Mountain in Ontario; Crystal Mountain in Washington; Deer Valley Resort and Solitude Mountain Resort in Utah; and CMH Heli-Skiing & Summer Adventures in British Columbia. Also included in the portfolio is Alpine Aerotech, a worldwide helicopter support and maintenance service center in British Columbia, Canada. Alterra Mountain Company honors each destination’s unique character and authenticity and celebrates the legendary adventures and enduring memories they bring to everyone.

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