Guest Services Supervisor

ABOUT US

As Vancouver’s premier attraction we offer truly rewarding and memorable experiences! Our team members get to work in a challenging and cooperative environment where everyone comes together to create memories of a lifetime. We offer a professional atmosphere, fantastic growth opportunities, unlimited outdoor recreation, an inspiring setting, and many unique employee privileges. We are seeking new team members who embody our core values that focuses on people, connection, growth and challenge.

We foster a work environment where diversity is valued, quality of life is enhanced, and individual aspirations are fulfilled. Applicants who thrive in a positive environment where service excellence is top priority are encouraged to apply.

The Guest Services Supervisor is directly responsible for ensuring that our guests enjoy their time at the mountain, and that the department is well supported to make this happen. With a challenging, fast paced environment, the Guest Services Supervisor is responsible for the sale of a variety of products including within multiple sub department locations. This guest facing role is dynamic and ever changing within the seasonality of the mountain, and the ongoing growth of the company.

• Maintaining an exciting, goal oriented, positive, communicative and fun work environment
• Creating high levels of guest satisfaction through dedication to customer service in all guest interactions
• Enthusiastically greeting guests, anticipating questions & needs and offering assistance
• Processing of all Grouse Mountain products and services with a high sales drive and initiative for up selling
• Provide coaching and training to employees on telephone performance & key performance indicators
• Drive daily sales activities both internally and via inbound and outbound calling campaigns
• Work effectively together with other managers and supervisors to create maximum synergy, coordination and cooperation
• Acting as a liaison between guests and staff within other departments, assisting other departments with technical issues regarding systems
• Responding to guest inquiries, resolving guest concerns and comments efficiently to ensure that all guests enjoy a positive experience
• Receiving and responding to telephone calls and emails from guests enquiring about Grouse Mountain products and services
• Maintaining records and files
• Completing required guest service and sales related reports and projects as required
• Handling cash, balancing floats and completing cash close-out procedures daily
• Coordinating day to day operations of Guest Services, Ticket Center, Hosting, Shuttle bus services, Call Center, and Alpine Guest Services
• Overseeing scheduling, payroll, interviewing, hiring, conducting orientations, ongoing coaching, and completion of probationary reports and annual performance reviews
• Maintain high standards of training and up to date information regarding operations of the department
• Other duties as required

This position provides direct supervision to a team of up to 50 Guest Services Representatives and includes training, ongoing coaching and support. You will work effectively with a variety of other departments and team members.

• Minimum 3 years customer service experience and dealings with international guests preferred
• Experience with Siriusware POS systems, Microsoft Word, Excel, PowerPoint and Triple Seat are preferred
• Experience with staff training and supervision
• Background in Snow School operations and booking procedures preferred
• Must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers
• Must possess a positive and upbeat personality with a desire to deliver outstanding customer sales and service to our guests, while continuing to motivate and lead fellow staff
• Must be a self starter with common sense and a desire to work in an ever-changing environment as part of a team and as an individual in all weather conditions
• Proficiency with telephone, switchboard and radio dispatch operations
• Successful applicants over the age of 19 will be required to provide results of a clear background check before starting work. Grouse Mountain will assist with the process if the applicant does not have a valid background check.

Hours of Operation are weather dependent. Due to the nature of the business, this position requires flexibility in terms of your work schedule. A variety of work schedules may include a variety of start times, including shifts on weekends and statutory holidays. Shifts require standing for long periods of time, lifting, twisting, and other forms of manual tasks.

$45,718.40 to $53,393.60 annually

All positions are eligible for the following benefits and perks:

• Free Seasonal Access Pass
• Discounts at the resort’s restaurants, retail, and rental outlets
• Referral Bonus Program
• Public Transit…