Lead, Guest Services – Whistler Olympic Park

go2HR; Whistler; On-site; CAD 80,000 - 100,000; Full time

Job summary

A recreational facility in Whistler is seeking a Lead, Guest Services to deliver excellent customer service and manage day-to-day operations. This role involves guiding a team, processing bookings, and ensuring guest satisfaction. Ideal candidates will have strong customer service skills and experience in a similar role. The position offers a start wage of $23.00 per hour, flexible working hours, and opportunities for staff accommodation.

Benefits

Seasonal accommodation

Staff discounts

Qualifications

• Previous Guest Service experience required.
• Excellent customer service skills required.
• Knowledge of cross-country skiing or related sports preferred.

Responsibilities

• Provide daily guidance and leadership to team members.
• Assist with supervision of bookings and schedules.
• Ensure high levels of customer service and satisfaction.

Skills

Customer service skills

Organizational skills

Interpersonal skills

Communication skills

Ability to multitask

Education

Class 5 BC Driver’s License

Tools

Scheduling and booking software

Job description

Lead, Guest Services – Whistler Olympic Park

• Whistler Sport Legacies
• Front-line
• Full Time|
• Seasonal
• 1500 Callaghan Valley Road, Whistler
• Accessible Employer: No
• Open to International applicants with valid Canadian Work permits: Yes

Whistler Olympic Park is a world-class destination for outdoor recreation activities & Nordic sports, located just south of Whistler in the stunning Callaghan Valley. Established for the 2010 Olympic & Paralympic Winter Games, the Park’s incredible facilities are now enjoyed by both high-performance athletes and recreational guests alike.

Lead, Guest Services plays a key role in delivering exceptional customer service while supporting the day-to-day operations of the Guest Services team at Whistler Olympic Park. The role provides daily guidance and leadership to team members while assisting with the delivery of seamless public programs, products, and services. Reporting to the Supervisor and Manager, Guest Services, the role supports the sales and booking of activities and programs, ensuring that guests receive accurate information and timely service. Seasonal Full Time role requires flexibility to work weekends and evenings.

Start Wage: $23.00 per hour

Winter season 2025/2026 commences November 2025 to April 2026

Ask about staff accommodation in our new facility for full time role

Responsibilities & Qualifications

• Assist Manager and Supervisor, Guest Services to / with:
o guide Guest Service team through daily activities while providing consistent communication
o track and reconcile merchandise inventory with Siriusware and request reordering as required
o ongoing training when required
• Assist:
o supervision of on-line program bookings/schedules and staff schedules
o supervision and monitoring of custodial duties within the day lodge. Including, but not limited to inspecting communal areas, assisting with washroom cleaning and supply top ups, floor cleaning, garbage removal, updating checklists and assisting with continual custodial training when required
o cashier reconciliations with day-end point of sale reports
o liaise with other departments to ensure daily operations run smoothly
o processing end-of-day POS system reconciliation and cash-out reports; submit to Finance at end of each shift ensuring over/shorts are reconciled and explained
o guest and client issues and/or complaints with empathy and a focus on guest satisfaction and use Supervisor/Manager support when necessary
o operation of the rental/retail shop, instructional programs, or operational requirements
o team with the execution of special events as required
o general upkeep of Guest Service areas, including daily equipment set up, updating snow condition displays, trail and avalanche reporting
• Provide high level customer service, with guest experience being the number one priority
• Provide a leadership role and represent the organization’s mission, vision, and values to the team
• Develop and maintain a high level of product knowledge to promote and process rental and retail shop products, day-tickets, season passes and instructional programs
• Achieve set targets for sales and customer satisfaction
• Actively generate and follow up leads to finalize sales of all WSL products
• Answer and assist all incoming telephone, e-mail and online inquiries
• Ensure coordination of in-person bookings through front line staff
• Use point of sale processing system to process daily fees, ticket passes, invoices, programming, rental and retail sales
• Generate Point-Of-Sale reports for Manager, as requested
• Ensure appropriate retail/rental inventory and maintain appropriate stock for ski service operations
• Interact with volunteers to ensure their inclusion in department team
• Foster a strong culture of health & safety; work with Human Resources and Safety to ensure all WorkSafeBC and Technical Safety BC requirements are met
• Carry out Whistler Sport Legacies’ customer service philosophy AIM: All Interactions Matter
• Assist team with other duties as assigned or required

Position Requirements
Education/Experience
• Previous Guest Service experience required
• Excellent telephone manner, etiquette, and customer service skills required
• Experience working in a customer service position preferred
• Knowledge and appreciation of cross-country skiing, snowshoeing, biathlon, ski jumping, or sport and recreation facility operations preferred
• Computer competence including scheduling and booking software preferred
• Working knowledge of ski rental and retail departments an asset
• Previous retail and merchandising experience an asset
• Class 5 BC Driver’s License required

Skills
• Excellent “in person” customer service, organizational, and interpersonal skills
• Excellent written and verbal communication skills; strong interpersonal skills
• Keen and can-do attitude
• Ability to:
o perform in high pressure, multi-tasking environments
o do detailed work
o establish quick rapport to build relationships and network
o work in a dynamic environment
o multi-task and effectively meet deadlines
• Self-directed entrepreneurial spirit is essential
• Flexible and adaptable to work efficiently in variety of settings
• Maintain control and composure in challenging situations
• Willingness to assist other team members (perhaps outside the department) as needed
• Passion for exceptional customer service is essential

Physical Requirements
• Reliable winter transportation (WOP is not serviced by transit)
• Ability to work outdoors in variable winter weather conditions
• Ability to stand for long periods of time
• Ability to regularly lift 30lbs

23.00 per hour

Other Perks/Benefits

See website for perks and benefits

Job Application Process

To apply, visit our website https://www.whistlersportlegacies.com/careers and follow the employment prompts.