Guest Services Supervisor - North Vancouver, Canada - Grouse Mountain

Grouse Mountain

Verified Company

North Vancouver, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Everyday we aim to provide a high quality, dynamic and authentic mountain playground where locals and tourists can escape, have fun, learn and challenge themselves, embracing the outdoors and key elements of BC culture.

Our friendly and informative staff will help guests to create enduring memories based on remarkable experiences.

Supervisor, Guest Services

Job Title:
Supervisor, Guest Services

Department:
Sales, Guest Services

Reporting Manager:
Manager, Guest Services

Role Status:
Full time, permanent

Our team is dedicated to Grouse Mountain's renowned excellence and its continued growth as Vancouver's premier mountain resort. Grouse Mountain offers a challenging and enjoyable work environment and career development.

In exchange for employee excellence, we offer a professional atmosphere, fantastic growth opportunities, unlimited outdoor recreation (including skiing, snowboarding and a variety of summer activities) an inspiring setting and many unique employee privileges.

Duties and Responsibilities:

Maintaining an exciting, goal orientated, 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 with other departments and 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.
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 Centre, Hosting, Shuttle bus services, Call Center, and Alpine Guest Services.
Overseeing scheduling, payroll, interviewing, hiring, conducting orientations, ongoing coaching, and completes 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

Qualifications:

Minimum 3 years customer service experience and dealings with international guests preferred.
Experience with Siriusware POS systems, Microsoft Word, Excel, and PowerPoint, are necessary.
Experience with staff training and supervision.
Background in Ski School operations and booking procedures preferred.
Must have the ability to multitask, be detailoriented, 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 everchanging environment as part of a team and as an individual in all weather conditions.
Proficiency with telephone, switchboard, and radio dispatch operations.

Innovative. Nature-Loving. Safe. Passionate. Inspiring. Real. Entrepreneurial.