Nordic Operations Supervisor

1 week ago

Comox Valley, Canada Mount Washington Alpine Resort Full time
Job Summary

We are seeking a highly skilled and experienced Nordic Operations Supervisor to join our team at Mount Washington Alpine Resort. As a key member of our management team, you will be responsible for overseeing the daily operations of our Nordic lessons, tours, programs, and rental areas.

Key Responsibilities
  • Delegate daily staff assignments and attend departmental meetings to ensure seamless operations.
  • Assist in training and development of new employees to ensure they have the necessary skills to provide exceptional customer service.
  • Supervise cashiers and rental technicians, providing guidance and support as needed.
  • Function as an on-floor point of contact for frontline staff, addressing guest and program-related issues.
  • Assist in the organization and implementation of Nordic lessons, tours, programs, and events.
  • Delegate and/or perform general janitorial duties as needed.
  • Assist with daily timecard approvals and maintain accurate records.
  • Monitor staffing levels to achieve budgeted results and adjust to business volumes as needed.
  • Communicate and liaise with other supervisors and lead hands to ensure guest service excellence.
  • Deal with monetary tasks, including cash handling and record-keeping.
  • Maintain inventory of stationery, gift cards, trail passes, maps, and pamphlets.
  • Monitor Nordic email and phone lines, responding to guest inquiries and booking lessons.
  • Provide regular and timely feedback to team members.
  • Ensure staff breaks are covered and the operation runs smoothly, even during peak periods.
  • Deal with unique guest inquiries or problems that have been escalated.
  • Proficiently use the POS system, Siriusware, to process sales and complete payments.
  • Stay up-to-date on all prices, programs, events, and policies of Mount Washington Alpine Resort.
  • Lead morning meetings in the absence of the manager.
  • Perform additional duties as required, including assisting in the retail, rentals, and cafe areas.
Requirements
  • Minimum of 2 years' guest service experience on a front desk or equivalent in a similar field.
  • Post-secondary education in tourism, hospitality, and/or business administration is an asset.
  • Demonstrated leadership qualities and the ability to make decisions that balance value to our guests and profitability to the resort.
  • Scheduling flexibility and the ability to work more than 8 hours a day is required.
  • Exceptionally knowledgeable of all resort-related information, including hours of operation, events, promotions, and Nordic programs.
  • Previous experience providing leadership and coaching to employees.
  • Excellent knowledge of the Comox Valley and surrounding area, as well as a passion for people and the outdoors.
  • The ability to build and maintain strong relationships with our guests.
  • Strong attention to detail and accuracy when handling cash.
  • Excellent oral and written communication skills.
  • The ability to remain calm under stressful and high-volume situations.
  • Computer literate and able to learn large amounts quickly.
  • Mature, friendly, and well-groomed.
  • Knowledge of the sales program Siriusware and payroll program ADP Workforce Now is an asset.
Desirable Traits and Competencies
  • Business Acumen: ability to understand the business implications of decisions and strive to improve organizational performance.
  • Improving Operations: ability and motivation to apply knowledge and past experience to improve current modes of operation.
  • Leadership: desire to lead others, including diverse teams, and set direction in line with industry, political climate, market dynamics, and business priorities.
  • Empowerment: ability to share responsibility with individuals and groups, promoting commitment and ownership.
  • Change Management: ability to support a change initiative and provide ongoing guidance and support.
  • Holding People Accountable: ability to set high standards of performance and hold team members accountable for results and actions.
  • Communications: ability to openly communicate in an honest, persuasive, and articulate manner.
  • People Skills: ability to treat people fairly, with dignity and integrity, and promote commitment and productivity.
  • Relationships/Guest Focus: ability to seek and build internal/external relationships and collaborations, focusing on discovering and meeting guest needs.
  • Results Focus: ability to focus efforts on achieving quality results consistent with the resort's current and future business strategies.

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