GMR Guest Services Team Lead

7 days ago

Vancouver, British Columbia, Canada Grouse Mountain Resort Full time
About Grouse Mountain Resort

Grouse Mountain Resort is a leading hospitality group recognized for its commitment to exceptional guest experiences. As a 100% Canadian-owned company, we pride ourselves on our people-centric approach, fostering a culture of teamwork, growth, and customer satisfaction.

Job Summary

This role will be a key member of our Guest Services team, reporting to the Manager, Guest Services. The Team Lead will assist in the day-to-day operations of the team, ensuring seamless guest interactions and experiences.

Key Responsibilities
  • Lead by Example: Maintain a positive, communicative, and fun work environment, inspiring team members to deliver exceptional customer service.
  • Guest Satisfaction: Create high levels of guest satisfaction through dedication to customer service in all interactions.
  • Product and Service Knowledge: Process all Grouse Mountain Products and Services with a high sales drive and initiative for upselling.
  • Guest Inquiries and Concerns: Respond to guest inquiries, resolve guest concerns and comments efficiently to ensure a positive experience.
  • Team Support: Assist other departments with technical issues regarding systems and maintain records and files.
  • Operations Management: Coordinate day-to-day operations of Guest Services, Ticket Centre, Shuttle Bus, Call Center, Alpine Guest Services, and Mountain Host Program.
  • Staff Supervision: Assist with scheduling, training, and providing support with supervision of staff.
  • Emergency and Mountain Dispatch Operations: Participate in emergency and mountain dispatch operations.
  • Reporting and Analysis: Provide external sales reporting as required.
  • Inventory Management: Work with the Retail team to ensure stock and inventory is up to date and orderly in the Essentials retail outlet.
Requirements
  • Customer Service Experience: Minimum 3 years of customer service experience required.
  • Technical Skills: Experience with Siriusware POS systems, Microsoft Word, Excel, and PowerPoint required.
  • Leadership and Supervision: Experience with staff training and supervision.
  • Background in Ski School Operations: Background in Ski School operations and booking procedures preferred.
  • Problem-Solving and Communication: Ability to multi-task, be detail-oriented, and problem-solve in order to effectively deal with internal and external customers.
  • Positive Attitude and Flexibility: 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.
  • Communication and Interpersonal Skills: Proficiency with telephone, switchboard, and radio dispatch operations.
  • Availability: Must have a flexible schedule and be available evenings and weekends (shift work required).
Benefits and Perks
  • Free Seasonal Access Pass: Enjoy unlimited access to Grouse Mountain's slopes and attractions.
  • Discounts and Perks: Discounts at the resort's restaurants, retail, and rental outlets, as well as referral bonuses and public transit subsidies.
  • Employee Assistance Program: Access to a free Employee and Family Assistance Program.
  • Training and Development: Excellent training and professional development opportunities.
  • Northland Properties Friends and Family Discounts: Discounts at Northland Properties hotels, restaurants, and recreation facilities.

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