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Guest Services Assistant Manager

2 months ago

Whistler, British Columbia, Canada Vail Resorts Full time

Job Summary:

To assist the Product Sales and Services (PSS) Managers and work with the PSS Supervisors to oversee the daily operations of the PSS departments, including Guest Services, Snow School Sales, and Reservations. The PSS departments provide exceptional customer service to guests by promoting and selling mountain products and services, and by resolving guest challenges.

Key Responsibilities:

  • To continually strive to exceed guest expectations and create a memorable mountain experience.
  • To encourage a culture of belonging and interdepartmental connection among employees, focusing on the Employee Experience of a Lifetime.
  • To embody a safety-first mindset to ensure everyone's safety, every day.
  • To be an active member of the PSS Leadership team, supporting peers and working to build a cohesive team that works effectively and efficiently.
  • To treat guests and staff with the level of service and respect expected at a world-class mountain resort destination.
  • To be knowledgeable and up-to-date on all season's pass products and programs, including Ski School, ticket products, discount and promotional programs, as well as Bike Park and summer programs.
  • To supervise the offices and ensure that all responsibilities and procedures are adhered to and performed accurately.
  • To provide leadership, direction, coaching, and performance feedback to Guest Services, Snow School Sales, and Reservations teams.
  • To coordinate the hiring, training, and professional development of Guest Services, Snow School Sales, and Reservations Agents and Supervisors.
  • To ensure that all service expectations, standards, and qualities are being maintained throughout the PSS areas.
  • To follow up with guest issues in a timely manner, providing service coaching as needed.
  • To identify and assist in the development and implementation of consistent procedures and systems that maximize productivity across all PSS locations.
  • To actively seek opportunities to recognize Supervisors, Agents, and other employees.
  • To ensure that scheduling, payroll, mentoring, and development, Employee reviews, and progressive discipline are managed appropriately and documented accordingly and confidentially.
  • To monitor and be accountable for your assigned business units' budget by properly tracking all labor and expenses, recording and explaining all issues of overtime or extra labor incurred above budget.
  • To assist with over/short follow-up and monthly/weekly financial general ledger reconciliation.
  • To assist in developing and meeting the departmental objectives.
  • To assist in developing annual and long-term strategic plans in each area.
  • To meet regularly with the team in your areas to ensure support and opportunity for their growth and development.
  • To provide a focal point for scheduling liaison to maximize usage of staff across PSS, ensuring that schedules are organized to maximize service for our guests.
  • To perform other duties as required.
  • To maintain a professional, neat, clean, and tidy appearance and adhere to the grooming policy.

Requirements:

  • To demonstrate our core values: Be Inclusive, Be Safe, Do Good, Do Right, Serve Others, Drive Value, and Have FUN.
  • To be a team player, calm, organized, with attention to detail, and strong time management skills.
  • To effectively manage a large, diverse team.
  • To possess concise, open, and honest communication skills.
  • To be flexible, with the ability to work varying hours and days as business needs dictate.
  • To have proven strength in problem-solving and decision-making.
  • To have previous experience with computerized sales/reservations systems, such as Guest Connect, an asset.
  • To have previous supervisory/managerial experience, an asset.
  • To have previous leadership experience in Guest Services, an asset.
  • To hold a BC Driver's License and have a clean driver's abstract.
  • To have knowledge of mountain operations and the Municipality of Whistler, an asset.
  • To have Microsoft Word and Excel knowledge.
  • To have a clear criminal record check.