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Guest Services Team Lead

2 months ago

Vancouver, British Columbia, Canada Accoravillage Full time
Job Title: Guest Services Team Lead - Operations Manager

About Us

Accoravillage is a leading hospitality company with a strong presence in the industry. We are committed to delivering exceptional guest experiences and providing our team members with opportunities for growth and development.

Job Summary:

This position will be working in our Guest Services Department, leading a team of Guest Service Representatives and assisting Supervisors and Managers with the day-to-day operations of the department. The Team Lead will be the first point of contact for Guest Service Representatives and will be responsible for maintaining a positive and productive work environment.

Key Responsibilities:

  • Leadership and Team Management: Lead a team of Guest Service Representatives, providing guidance, support, and coaching to ensure they have the skills and knowledge to deliver exceptional guest experiences.
  • Guest Satisfaction: Create high levels of guest satisfaction through dedication to customer service in all guest interactions, ensuring that all guests enjoy a positive experience.
  • Operations Management: Process all Grouse Mountain Products and Services with a high sales drive and initiative for upselling, responding to guest inquiries, resolving guest concerns and comments efficiently.
  • Communication and Liaison: Act as a liaison between guests and staff with other departments, assisting other departments with technical issues regarding systems, maintaining records and files, and completing required guest service reports and projects.
  • Financial Management: Handle cash, balance floats, and complete cash close-out procedures daily, coordinating day-to-day operations of Guest Services, Ticket Centre, Shuttle Bus, Call Centre, Alpine Guest Services, and Mountain Host Program.
  • Staff Development and Training: Assist with scheduling, training, and providing support with supervision of staff, performing all other duties as assigned.

Supervisory Responsibility:

The Team Lead will supervise the Guest Services Representatives on shift in the absence of the Guest Service Supervisors.

Requirements:

  • Customer Service Experience: Minimum 3 years 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 and booking procedures preferred.
  • Problem-Solving and Communication: Must have the ability to multi-task, be detail-oriented, and be able to problem-solve in order to effectively deal with internal and external customers.
  • Personality and Attitude: Must possess a 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.
  • Availability: Must have a flexible schedule and be available evenings and weekends (shift work required).

Compensation and Benefits:

$19.04 to $22.27 depending on experience.

All positions are eligible for the following benefits and perks:

  • Free Seasonal Access Pass
  • Discounts at the resort's restaurants, retail, and rental outlets
  • Referral Bonus Program
  • Public Transit subsidies
  • Free or discounted lift tickets at many other resorts (winter/summer)
  • Access to free Employee and Family Assistance Program
  • Excellent training and professional development
  • Northland Properties friends and family discounts program including hotels, restaurants, and recreation.

Full-time, year-round positions are also eligible for these:

  • Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans
  • RRSP matching plan after 1 year of service
  • Free access passes for dependents

Disclaimer:

The prior statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Equal Opportunity Employer:

Accoravillage is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.