Supervisor, Guest Insight

Year Round

**WHAT’S IN IT FOR ME?**
Resort perks:

- Free Alterra Mountain Pass for employees; ski or ride for free at 14 Alterra owned destinations
- Pass benefits for your family and discounted lift tickets you can share with your friends;
- Free rentals;
- 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 of Guest Insight will monitor and report on service quality as it relates to NPS, identifying and communicating guest feedback for trends, opportunities for improvements, and celebrating successes. They will be responsible for supporting the Manager in ensuring all departments resolve customer issues to drive increased guest satisfaction as measured by NPS and OSAT. The Supervisor, Guest Insight will work with the manager in support of the leadership team to develop and grow the accountability measures. that will help this program succeed across the resort. This employee will focus on supporting lifetime value and collaboration, using the metrics of Net Promoter Scores, Employee Engagement Scores and OSAT to grow an environment of purpose and fun for internal and external guests. As our mailing program may evolve, this person will help in the development and roll out of the process to our team of coordinators. The supervisor will also help define targets and set achievable goals that the team will work towards.

**Full Time, Year Round with Benefits**

**WHAT WILL I BE DOING?**
- Analyze Net Promoter Scores and OSAT scores for Recreation and Lodging.
- Working in collaboration with the manager to develop and coach coordinators in recognizing Guest Feedback that may constitute a trend and create action plans to support resort operations.
- Lead Communication Coordinators during their daily duties
- Action changes and trends identified by Manager, Guest Insight to support growth of service culture on resort.
- Help grow and evolve the program as our pass mailing system changes through seasons.
- Assist the development of our Lifetime Value program as it pertains to Guest Relations and Passholders
- Support Coordinator team with correspondence to guests via various resort communication platforms

**WHAT DO WE NEED FROM YOU?**
- Experience leading and supporting teams. Preference given to those who have experience in the Tourism/Hospitality industries.
- Excellent customer service, interpersonal and communication skills
- Excellent service recovery and conflict resolution skills to bring both guest and employee concerns to satisfactory closure
- Computer and technology skill required
- Ability to monitor and impact the bigger picture and the bottom line through strategizing to improve existing systems and sales procedures
- Maintain an analytic mindset to measure trending feedback and implement change

**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 uniq