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Sales and Customer Service Team Lead

2 months ago

Courtenay, British Columbia, Canada Mount Washington Pacific, ULC Full time
Job Summary

We are seeking a highly skilled Sales and Customer Service Team Lead to join our team at Mount Washington Pacific, ULC. As a Sales and Customer Service Team Lead, you will be responsible for providing exceptional guest service while being the first point of contact between our guests and our sales team.

Key Responsibilities
  • Function as an on-floor point of contact for all sales team members, 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 IT when required for repairs.
  • Requisition supplies from the stores department as required while working within supplies budget.
  • Execute training program for new workers as directed by the supervisor, and continuously monitor team to identify training needs.
  • Answer guest inquiries accurately, professionally, and politely.
  • 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 and maintain a general knowledge of the resort.
  • Operate assigned POS system and perform daily cash procedures with accuracy.
  • Work independently, including as the sole sales team member when business volumes are low.
  • Communicate with sales supervisor and assistant sales supervisors for any cash discrepancies, ticket issues or guest care situations.
  • Move between workstations as business volumes require.
  • Liaise with 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 resort by adhering to set safety rules and regulations.
Requirements
  • 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 quickly and efficiently.
  • Previous knowledge of the sales program is a definite asset.