Lesson Supervisor - Guest Experience

MT Seymour; North Vancouver; On-site; CAD 25,000 - 34,000; Full time

Benefits offered by this job

Discounts on Industry products and a

Staff events

Friendly work environment

Family owned mountain

City + rural feel

Job summary

Mt Seymour is seeking a Lesson Supervisor to bridge Guest Experience and Snow School, ensuring smooth check-ins and coordination for single-day and multi-day lessons. You will oversee the frontline Lesson Check-in team and resolve guest feedback while maintaining high service standards.

Reporting to the Guest Experience Managers, you will organize daily shifts, communicate updates to staff, and support training.

Qualifications

• Previous lead or supervisory customer service experience.
• Experience as ski/snowboard instructor or lesson coordinator is a plus.
• Strong understanding of winter recreation and lesson structures.
• Proficient with Microsoft Office.
• Knowledge of Siriusware (POS) is an asset.

Responsibilities

• Provide exceptional customer service and resolve guest queries quickly.
• Lead daily team shift meetings and motivate staff.
• Oversee Lesson Check-in and coordination for single and multi-day lessons.
• Be liaison between Guest Experience and Snow School.
• Oversee cash handling and reports for lesson check-in.
• Assist training and development of frontline staff.

Skills

Customer service leadership

Supervisory experience

Team leadership

Communication skills

Conflict resolution

Time management

Interpersonal skills

Tools

Microsoft Office

Siriusware (POS)

Job description

SUMMARY OF RESPONSIBILITIES:

Reporting to the Guest Experience Managers, the Lesson Supervisor serves as the primary link between the Guest Experience and Snow School departments. This role ensures smooth and efficient check-in and coordination for all single-day and multi-day Ski & Snowboard School lessons. The Lesson Supervisor is responsible for ensuring that all lesson and camp programs are delivered appropriately based on guest volume and instructor availability. They will also oversee the guest experience on lesson days, address any guest feedback related to the process, and supervise the Lesson Check-in frontline team. On low-volume days, the Lesson Supervisor may assume the responsibilities of a Guest Experience Supervisor as needed.

RESPONSIBILITIES:

Provide exceptional customer service, handle customer queries and complaints quickly and efficiently, and make informed decisions to resolve guest situations

Assisting with development and implementation of Mt Seymour policies, and explaining policies in place to Supervisors, staff, and guests

Handle guest emails, phone calls and chats as required

Participate and/or lead daily team shift meetings to inform, direct and motivate your team

Ensure that day to day operation, product and service updates are communicated to all frontline staff for them to provide accurate information to guests

Supervise the Lesson Check-in staff overseeing the check-in and coordination of all Single Day and Multi Day lesson bookings - Effectively delegate tasks and ensure all check-ins are handled promptly and professionally

Be the main liaison between the Guest Experience and Snow School departments to ensure that both departments are working together to provide a positive guest experience.

Oversee that Single Day Lesson check-in sheets and camp masters are produced/updated for each day of operation

Manage the Lesson Feedback that is received from guests, and liaise with the Snow School to address accordingly

Oversee cash outs for Lesson Check-in areas, ensuring any cash registers are closed properly and that the cash and related reports are properly deposited

Assist the Managers with initial and ongoing training and development of Frontline staff

Take ownership of other related administrative duties & additional tasks assigned as required.

QUALIFICATIONS AND EXPERIENCE:

• Previous customer service and sales experience in a Lead or Supervisory position preferred
• Prior experience as a ski/snowboard instructor or lesson coordinator considered an asset
• Solid understanding of the winter recreation industry, particularly of lesson structures preferred
• Proficient with Microsoft Office
• Knowledge of Siriusware (POS) is considered an asset
• The ability to work well under pressure in a high-volume environment
• The ability to reason and react quickly with thoughtful judgement within business policies
• Strong interpersonal skills, including active listening, empathy, and the ability to understand different perspectives
• Strong conflict resolution skills with the ability to remain calm and patient even when handling more than one conflict per day
• Exceptional attention to detail and organizational skills
• Goal-oriented, with strong time management skills
• Growth mindset & accountability
• Ability to be a supportive and motivated team leader, leading your team by example

GENERAL REQUIREMENTS:

• Available for 5 shifts per week (8 hours per day )
• Flexibility in scheduling, with a strong commitment to your agreed availability
• Excellent verbal and written communication skills
• Not someone who is easily overwhelmed by a changing workload
• Strong computer and technology proficiency
• Ability to work at a desk/computer for most of your time
• Ability to dress appropriately for walking between buildings in all weather and working with an open window in all weather
• Ability to maintain a customer service focused demeanor for the entirety of their shift

what we offer:

• Hourly Wage of $21.00 per hour
• Perks & discounts on a variety of Industry Products and Services
• An exciting program of staff events
• A friendly and supportive work environment
• Vancouver's only family owned & operated mountain
• A unique combination of city experience combined with a rural mountain feel

TERMS OF EMPLOYMENT:

• Seasonal Full time: October to April.
• Must hold a valid work VISA, Permanent Residency, or Canadian Citizenship.
• Must be available to work weekend, holiday, and a combination of evening & day shifts.
• Must be available to attend all on-hill training dates (mid-October through early December).

Mt Seymour is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.