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Season Passes Lead Hand

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Courtenay, Canada Mount Washington Pacific, ULC Full time

**Job Title**: Season Passes Lead Hand

**Location**: In Person, Comox Valley

**Wage Rate**: $20.00/hour

**Position**: Year-round, Variable Hours

**Reports to**:Season Pass Supervisor & Sales Manager

**Job Summary**: Are you the kind of person who thrives in a fast-paced environment, loves helping people, and can juggle tasks like a pro? Do you enjoy the mountain lifestyle and want to be part of the team that makes winter magic happen? As the Season Passes Lead Hand, you’ll be the go-to guru for all season pass-related questions, guiding guests, supporting staff, and keeping operations running smooth.

This role is perfect for someone who’s organized, upbeat, and ready to lead by example while keeping the stoke high for both guests and team members.

**Key Responsibilities**:
**Daily Operations & Support
- Assist the Season Pass Supervisor in keeping the pass office humming along.
- Keep things flowing during busy times and hold down the fort solo when it’s quiet.
- Tackle daily tasks like filing, cleaning, stocking, and sanitizing — because a tidy space is a happy space

Staff Supervision & Training
- Train and mentor Season Pass cashiers with patience and positivity.
- Monitor performance and ensure top-tier guest service is always on the menu.

**Sales & Transactions
- Process seasons pass sales in person and online with accuracy.
- Handle upgrades, changes, and daily transactions like a pro.
- Redeem online orders and make sure every guest gets their pass with a smile.

Customer Service & Communication
- Be the friendly face (or voice) guests turn to for questions, concerns, and complaints.
- Clearly explain policies and procedures to guests and staff.
- Communicate with supervisors about any cash discrepancies or guest care issues.

**Cash Handling & Reporting
- Ensure all sales, refunds, and voids are accurate and accounted for.
- Prepare financial reports and assist with reconciliation.
- Safeguard company assets and help manage the cash room with precision.

**Data & Systems Management
- Keep season pass databases up-to-date and squeaky clean.
- Ensure POS systems and online portals are functioning properly - call in the tech cavalry when needed.
- Generate reports for internal departments and audits.

**Operational Support
- Maintain inventory of supplies, pass materials, and printed products.
- Coordinate distribution of passes to staff and guests before and during the season.
- Float between workstations (Pass Office, Call Centre, Mountain Kids, Demo Center, Ticket Windows, Snow School Sales) as needed.
- Take on additional duties as assigned — flexibility is key

**Qualifications**:

- Previous experience in guest services, retail, or hospitality is considered an asset.
- Familiarity with ski resort operations or a love for mountain life.
- Leadership chops: You know how to guide a team and lead by example.
- Customer service wizardry: Friendly, patient, and solution oriented.
- Detail-oriented mindset: Accuracy matters, especially with data and cash.
- Tech-savvy: Comfortable with POS systems, online portals, and basic troubleshooting.
- Adaptability: You stay cool under pressure and roll with the changes.
- Professionalism: You represent the resort with pride and positivity.
- Confidentiality: You handle sensitive info with care and discretion.
- Initiative: You spot problems before they snowball and take action

**Why Mount Washington**
- A FREE Seasons Pass for you, and family passes
- Bonuses for referring new staff
- Daily staff shuttle bus from town and the base for easy transportation
- On-the-job training Learn transferrable skills in a fun, fast-paced environment
- Resort discounts, including retail, rentals, lessons, and food
- Access to pro deals and other ski resort reciprocal ticket deals