Supervisor, Guest Services

Seasonal (Seasonal)

**WHAT'S IN IT FOR ME?**

Resort Perks:

- Discounted recreation tickets you can share with your friends. Let them enjoy the zip lines, ropes courses and mountain coaster
- Staff priced meals & Starbucks treats;
- Staff room rates at all our hotels;
- Retail savings at Burton, Columbia, North Face, Red Devil, Hillside, and more

The Supervisor, Guest Services is the living, breathing example of the energy, positivity and proactivity that is required for promoting and selling Blue Mountain Resort products, services and activities.

Hourly Rate of $21.81

**WHAT WILL I BE DOING?**
- Possess the knowledge and ability to set clear sales and service expectations for staff.
- Supervise, motivate, coach and recognize performance amongst the guest service team at multiple Guest Services and Ticket Booth locations. Address, manage and document performance shortfalls as they happen. Conduct performance evaluations and initiate/suggest plans to help motivate workers to achieve goals.
- Train and lead front line staff and ensure day-to-day operation and ongoing coaching and development are geared to deliver the highest degree of sales, service, safety and guest experience. Leverage and involve other departments as necessary. Develop SOPs and other training documents.
- Oversee and, when necessary, handle sales transactions for season passes, tickets, rentals, lessons and attractions; manage a cash float, balance and reconcile daily sales, balance safes, complete daily reporting and be familiar with and responsible for opening/closing all Guest Service locations.
- Be confident with managing guest expectations and seamlessly ensuring satisfactory service recovery.
- Develop and possess an extensive knowledge of activities, events, resort amenities and surrounding area information.
- Accountable for daily maintenance equipment, supplies and amenities for department areas.
- Be an integral part of a Guest Services Supervisory Team in assisting the Manager, Assistant Manager and other Guest Services Supervisors, to ensure responsibilities are covered according to days off, Guest Service locations, orders, inventory, hours of operation and changing weather patterns.
- Monitoring and supporting online communication platforms such as Alto and QLess

**WHAT DO WE NEED FROM YOU?**
- Previous supervisory, training, coaching and performance management experience, preferably within the hospitality industry.
- Excellent customer service, interpersonal and communication skills.
- Experience with handling money.
- Excellent service recovery and conflict resolution skills in order to bring both guest and employee concerns to satisfactory closure.
- Computer skill required.
- Ability to monitor and impact the bigger picture and the bottom line through strategizing to improve existing systems and sales procedures with a proactive mindset

**BLUE MOUNTAIN RESORT COMPANY OVERVIEW**
Blue Mountain, Ontario's largest mountain resort is nestled on the shores of Georgian Bay, located 90 minutes north of Toronto. Blue Mountain has become the four-season destination of the North, visited by more than 1.5 million guests a year. Winter at the resort boasts 43 ski and snowboard trails enhanced by a world-class snowmaking system. Summer months offer the largest downhill mountain biking facility in Ontario, Monterra Golf course, Ridge Runner Mountain Coaster, Cascade Putting Course, Timber Challenge Ropes Course, Wind Rider Triple Zips and a private beach property among other seasonal attractions. Year-round the resort attracts visitors to more than 1,000 luxury accommodation units and 45 unique concept restaurants, bars and retail stores in our pedestrian Village. 53,000 square feet of state

**ALTERRA COMPANY OVERVIEW**

Alterra Mountain Company is a family of 15 iconic year-round destinations, including the world's largest heli-ski operation, offering the Ikon Pass, the new standard in season passes. The company owns and operates a range of recreation, hospitality, real estate development, food and beverage, retail and service businesses. Headquartered in Denver, Colorado, with destinations across the continent, Alterra Mountain Company is rooted in the spirit of the mountains and united by a passion for outdoor adventure. Alterra Mountain Company's family of diverse playgrounds spans six U.S. states and three Canadian provinces: Steamboat and Winter Park Resort in Colorado; Palisades Tahoe, Mammoth Mountain, June Mountain and Big Bear Mountain Resort in California; Stratton and Sugarbush Resort in Vermont; Snowshoe in West Virginia; Tremblant in Quebec, Blue Mountain in Ontario; Crystal Mountain in Washington; Deer Valley Resort and Solitude Mountain Resort in Utah; and CMH Heli-Skiing & Summer Adventures in British Columbia. Also included in the portfolio is Alpine Aerotech, a worldwide helicopter support and maintenance service center in British Columbia, Canada. Alterra Mountain Company honors each destination's unique c