Guest Services Team Lead

Grouse Mountain Resorts; North Vancouver; On-site; CAD 30,000 - 60,000; Full time

Job description

Team Lead, Guest Services

Location: North Vancouver

Department: Guest Services

Reports to: Manager, Guest Services

Role Status: Permanent Full-Time

ABOUT US
Grouse Mountain offers a challenging and enjoyable work environment with a world of career opportunity. Our team is dedicated to Grouse Mountain’s renowned excellence and its continued growth as Vancouver’s premier mountain resort. In exchange for employee excellence, we offer a professional atmosphere, fantastic growth opportunities, unlimited outdoor recreation (including skiing and snowboarding), an inspiring setting and many unique employee privileges.

JOB SUMMARY:
This position will be working in our Guest Services Department. The Team Lead will assist Supervisors and Managers with day-to-day operations of the Guest Services team. The Team Lead will also be the first point of contact for Guest Service Representatives.

ESSENTIAL JOB FUNCTIONS:

1. Leading a team of fellow staff members by maintaining an exciting, goal oriented, positive, communicative, and fun work environment.
2. Creating high levels of guest satisfaction through dedication to customer service in all guest interactions.
3. Processing of all Grouse Mountain Products and Services with a high sales drive and initiative for up selling.
4. Responding to guest inquiries, resolving guest concerns and comments efficiently to ensure that all guests enjoy a positive experience.
5. Acting as a liaison between guests and staff with other departments and assisting other departments with technical issues regarding systems.
6. Maintaining records and files.
7. Completing required guest service reports and projects as requested by management.
8. Handling cash, balancing floats and completing cash close out procedures daily.
9. Coordinating day to day operations of Guest Services, Ticket Centre, Shuttle Bus, Call Center, Alpine Guest Services, and Mountain Host Program.
10. Assisting with scheduling, training, and providing support with supervision of staff.
11. Emergency and Mountain dispatch operations.
12. External sales reporting as required.
13. Working as a liaison with Retail team to ensure stock and inventory is up to date and orderly in Essentials retail outlet.
14. Performing all other duties as assigned.

SUPERVISORY RESPONSIBILITY
The Team Lead will supervise the Guest Services Representatives on shift in the absence of the Guest Service Supervisors.

REQUIRED QUALIFICATIONS AND ABILITIES

1. Minimum 3 years customer service experience required.
2. Experience with Siriusware POS systems, Microsoft Word, Excel, and PowerPoint required.
3. Experience with staff training and supervision.
4. Background in Ski School operations and booking procedures preferred.
5. 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.
6. 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.
7. Proficiency with telephone, switchboard, and radio dispatch operations.
8. Must have a flexible schedule and be available evenings and weekends (shift work required).

WORKING CONDITIONS
The work takes place indoors primarily. The successful candidate must be comfortable working on their feet for long periods of time.

COMPENSATION AND BENEFITS
$18.30 to $22.50 depending on experience. 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 subsidies
• Free or discounted lift tickets at many other resorts (winter/summer)
• Access to free Employee and Family Assistance Program
• Excellent training and professional development
• Northland Properties friends and family discounts program including hotels, restaurants, and recreation.
• Full-time, year-round positions are also eligible for these:
• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans
• RRSP matching plan after 1 year of service
• Free access passes for dependents

DISCLAIMER
The prior statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

EQUAL OPPORTUNITY EMPLOYER
Northland Properties is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

NOC 64409