Team Lead, Guest Services

**What the role is all about**

As a pivotal leader within WinSport’s Guest Services Team, the Guest Services Team Lead is responsible for overseeing daily operations and ensuring that the highest standards of guest service are met. This role involves supervising Guest Services Team Members, fostering a culture of excellence, and enhancing the overall guest experience. We seek a motivated and adaptable individual who thrives in a dynamic environment.

You will strive to approach your work to align with our four key behaviours which are at the core of who we are and what we do at WinSport.

We are **Safe**

We are **Welcoming**

We are **Inspiring**

We are **Creative**

**What you will be doing**:
Operational:

- Ensure professionalism and quality is maintained throughout the day-to-day operation of the Guest Services areas
- Opening and closing of venues and ensure staff are completing daily checklists.
- Ensure maintenance of floats and balanced check/batch outs.
- Maintain accurate records of guest interactions and team performance metrics
- Monitoring of the daily schedules, ensuring adequate staff coverage day-to-day in all areas and ensure staff breaks are being taken at the correct times.
- Reconciling of monthly accounting in Resort Suite/RTP
- Other duties as assigned

Leadership:

- Coach, mentor and provide leadership to all Guest Services staff, conduct regular performance reviews, quality assurance checks, provide feedback, monitor progress, identify weaknesses, help set goals, and provide additional training to help staff develop and succeed.
- Responsible for implementing and maintaining team member training programs and manuals, facilitate training of all new staff members and making any updates to training that is required.
- Communicate regularly with team members from other departments to stay up to date on key operational information
- Clear, regular communication to frontline team members
- Foster a guest focused culture by addressing and resolving customer concerns, conflict and make operational decisions within the organization
- Demonstrate a safe work practice at all times by adhering to all WinSport safety policies and procedures and ensuring one’s own safety is preserved along with the safety of fellow team members, direct reports, and WinSport guests

**_This position is a temporary seasonal position beginning in November and requires open availability from December 22nd - January 6th._**

**What you bring**:

- Strong interpersonal and communication skills
- Proven leadership experience
- Strong background in customer service or hospitality
- Strong computer skills with experience with various computer systems and programs such as Microsoft Office
- Positive, pro-active attitude and ability to multi-task
- Able to problem solve and have able to make decisions
- Excellent written and verbal communication for interaction with guests and Team Members
- Excellent organizational abilities to manage team schedules and performance metrics
- Training and development experience is considered an asset

**You will be**:

- Standing for long periods of time
- Working long hours at a computer
- Working in conditions that may include cold or hot environment
- Working shifts including daytime, evening, weekend and holidays on a scheduled basis
- Able to lift, carry, push, or pull objects up to 20lbs occasionally.

**What we can offer you**:
If an unforgettable experience working alongside an amazing team wasn’t enough, as a WinSport Team Member you also receive the added benefits of:

- Free WinSport Winter Season Hill Pass
- Free parking
- Reciprocals at other ski resorts
- Discounts on food, beverage, retail, and programs
- Access to our world-class gym facility

**Discover, Develop, and Excel with WinSport**:
Working with WinSport means you will be part of one of the most unique sport institutes in the world. You will be rubbing shoulders with athletes of all levels and disciplines, and you will be working in a world-class facility that showcases exceptional services to support our guests in training and maintaining an active lifestyle. You will thrive and be supported as you discover, develop and excel in your role at WinSport.