Guest Experience Representative, Kelowna

2 days ago

Vancouver, British Columbia, Canada CMH Heli-Skiing Part time
Seasonal (Seasonal)

Why join CMH? 
We work hard, we play hard, and we have the best time doing it. Our mission is to guide our staff and guests through life-changing mountain experiences, and our vision is to be recognized as the world leader of guided mountain experiences – by our guests, our employees, our partners, and our communities. We're all drawn to CMH for different reasons, but we stay for the people–both employees and guests–who are brought together by a unique shared passion for skiing, riding, the mountain world, and life in general. CMH is where mountain magic happens

Things that are important to us:

Safety as a cornerstone.

Share our passion – every day.

Always act with integrity .

We work as a team .

Aim for best .

Balance our social, fiscal, and environmental responsibilities. 

Things that are important to you:

The opportunity to build lifelong friendships with staff and guests from around the world.

Working for a company that stands behind its mission, vision, and values.

An inclusive and rewarding company culture where employees are valued and supported.

Explore and work at a world-class mountain destination.

Enjoy meals created by culinary professionals that incorporate fresh, local ingredients.

Work with hospitality professionals that take pride in providing a high-end guest experience.

An opportunity to grow and learn in a work environment that promotes feedback and development.

Discounts with brand partners and on CMH merchandise.

Opportunities to heli-hike and heli-ski, as available.

CMH is honored to operate in the traditional territories of the Ktunaxa, Secwépemc, Syilx, Sinixt, Carrier (Dakelh), and Stoney Nakoda Nations.

Visit to learn more.
 

Position Title: Guest Experience Representative, Kelowna

Company Name: CMH Heli-Skiing & Summer Adventures

Reports To: Manager, Guest Logistics

Locations of Work: Kelowna, British Columbia

Job Status: Seasonal from November to end of April

FLSA Status: Non-Exempt

Date of Last Review: August 2024

Desired Start Date: November 2024

Position Overview

The Representative, Guest Experience supports all logistics related to the transportation of guests between key meeting points and CMH staging areas. This role requires a keen eye for operational details, and an ability to problem-solve and adapt to unforeseen circumstances. The Representative, Guest Experience is a seasonal position. The CMH winter season runs from November to end of April.

Essential Duties and Responsibilities

Coordinate all exchanges and transfers to and from CMH staging areas and key meeting points. Perform administrative tasks pertaining to guest transfers and exchange day operations. Monitor and process guest and lodge communications related to transportation. Coordinate the on-coach food and beverage program. Act as a point-person for seasonal Coach Host staff accompanying guests on the coach. Follow-up on guest inquiries with a solution-focused mindset. Problem-solve logistical changes and impacts from road closures and delays. Create exceptional guest moments as the first and last point of contact for the CMH experience. Follow OH&S, food safe, and WHMIS best-practices. Participate in and provide support, as required, during emergency response situations. Support guests and employees in the field program as needed. 
 

Minimum Qualifications

Post-secondary education related to transportation and logistics, preferred. Practical, hands-on experience with logistics coordination. Experience with data entry, and a strong knowledge of Microsoft Excel, Outlook, and Word. Experience with high-end or luxury customer service, preferred.

Competencies, Knowledge, Skills, Abilities, and Other Qualities

Demonstrates integrity, discretion, and problem solving. Has clear attention-to-detail with a strong work ethic. Seeks and embraces new processes and ideas to help the company succeed. Willingness to work long days and flexible to assist in other roles at the lodge, as needed. Communicates in an effective and timely manner and incorporates diverse viewpoints into communications. Able to openly receive and act on feedback. Takes initiative and demonstrates the ability to make quick, informed decisions. Able to prioritize tasks in a complex and fast-paced environment with seasonal workload fluctuations and changing priorities. Trustworthy, goal-oriented, respectful, and self-directed in completing the core functions of the role. Sees tasks through to completion including follow-up on any identified issues. Uses industry and company expertise to advance CMH's goals and values while enhancing the guest experience. Is inclusive of differences in people and perspectives to best serve employees and guests. A passion for customer service excellence and providing a high-end guest experience. Take pride in hard work, strive for excellence, and anticipate guest needs. Positive and collaborative working style with an ability to build meaningful relationships with key internal and external stakeholders. Proven ability to maintain confidentiality and professional working relationships with peers. Strong sense of work ethic and accountability, with an ability to function well in a team environment and focus on team success.

Working Conditions

This position is required to work a variety of evenings, weekends, and holidays based on the needs of the business. This role will also require early mornings and/or late evenings during operating season(s). Able to lift, carry, or otherwise move and position a minimum of 40 pounds on a regular basis. Manual dexterity to operate a computer and other office equipment on a constant basis. CMH is committed to developing a rich culture, a diverse workforce, and a healthy work environment in which every employee is treated fairly and respected. Each employee will contribute to the company's success while also having the opportunity to achieve their full potential as individuals.
 

Other Duties as Assigned

This position description is an overview of the scope of responsibilities for the role described above. With the evolution of CMH, the responsibilities of this position may change, as may the details that are associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others.

Compensation

A competitive hourly rate will be provided, along with 4% vacation pay and potential opportunities to heliski and heli--hike as available after 160 days worked. Further details will be discussed in a personal interview.

Benefits and Perks:

Medical and dental benefit eligibility after 160 days worked. Group Savings Plan eligibility after 160 days worked. 6 paid sick days per year.

**CMH is an equal opportunity employer**

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