Guest Services Supervisor - Whistler, Canada - Ziptrek

Ziptrek

Verified Company

Whistler, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Role Summary

The Guest Services Supervisor ensures the highest level of service at all times by meeting the individual needs of each guest and proactively anticipating problems before they arise.

This role assists with the training and shadowing of new Guest Service Agents.

Guest Services Supervisors use their knowledge of Ziptrek policies and procedures to help trainees get on-the-job experience and to continue to support and monitor the ongoing development.

Who we're looking for:

Proven leadership skills and decisionmaking skills

- a positive attitude and enthusiastic leader with ability to work productively as a team or with mínimal supervision

At least 1 season as a Guest Service Agent or similar role with an excellent performance history
Available and willing to work in peak periods (weekends, holidays)
Software proficiency: POS, Reservations, Gmail etc.
You thrive in a fastpaced, sales & service driven environment
Organizational and timemanagement are your middle names
Excellent interpersonal and communication skills; able to easily connect with others
Reliable and consistent in producing high quality & accurate work
Ability to communicate clearly, concisely, professionally and accurately both verbally and in written form
Keen to continue learning and pursue personal growth

Main Duties

Leadership

Adhere to Ziptrek core values
Oversee daily Guest Services team operations
Establish procedures and coordinate the dayof Guest Services schedule
Ensure that all Guest Services and Course Operations staff are supported to provide the highest possible level of customer service and a terrific guest experience
Lead by example, following proper policy and procedures
Support Guest Services Management, putting team objective above personal objectives
Assist with the recruitment, training and shadowing new staff, providing insightful and enthusiastic mentorship

Authorities

Carry out and record coaching, verbal, and written warnings (written warnings with support of Guest Services Manager)
Refuse anyone from the desk for reasons involving safety, eligibility criteria or customer experience
Optimize tour capacities in order to maximize tour revenue

Employee Experience

Spend 100% of time working the desk as an active presence to provide coaching and mentoring, particularly when Guest Services Manager or Assistant Guest Services Manager is not present
Assist with the management of daily breaks
Support technical and soft skills training for the GS team

- ensuring policies and procedures are understood and followed

Help motivate great results from the GS team
Support company recognition programs and celebrations
Provide ongoing coaching performance feedback to GS Staff (both constructive and positive feedback) in a timely and effective manner

Guest Services

Maintain a thorough knowledge of all aspects of the job, company policies, procedures and operations
Maintain a culture of going above and beyond customer's expectations create a customer experience based on compassion, passion and empathy
Issue refunds and administer rebooking fees according to current policies
Authorize product discounts (limited)
Maintain guest services documents, tracking sheets, databases and filing systems
Communicate updates
Ensure guest documentation is filled out accurately, completely and filed appropriately
Troubleshoot technology (phones, computers, POS systems, Moneris, internet, etc.)

Financial

Ensure Guest Service staff adhere to appropriate cash & credit card handling procedures
Ensure the accuracy of sales, discounts, commissions, referrals and payments
Administer refunds
Manage all aspects of cash handling, including opening and cashout procedures, with 100% accuracy

Communication

Respond to all guest complaints, dealing with highlevel complaints

- requesting supervisor intervention when necessary

Maintain and protect the confidentiality of guest/payment information
Ensure all company tools are updated to reflect changes in operations (tour availability, hours, groups, etc)
Communicate incidents (Level II and III) to the GS Manager, Assistant GS Manager and/or Course Managers

Hours, Training & Benefits:

Oncall schedule with possible irregular hours dependent on business levels
We work in a seasonal town, our staff work hard in the summer and book their holidays during the shoulder seasons (September midDecember) if you aim to take time off in July or August this role may not be the best fit
Hourly wage starting at $23.25 per hour
All job specific training is done in house

ADVENTURE - EDUCATION - INSPIRATION

We are a guest-focused business that is seasonal in nature - during peak times we may call on our team to get outside, work additional hours and do whatever it takes to deliver the experience we are renowned for.