Nordic Indoor Operation Lead Hand

Priority Dispatch Corp.; Comox; On-site; CAD 27,000 - 29,000; Full time

Benefits offered by this job

Free Seasons Pass for you and family

Referral bonuses

Shuttle service daily December–April

Resort discounts

Pro deals and reciprocal ticket offers

Mentoring and training

Job summary

Mount Washington Alpine Resort is seeking a Nordic Indoor Operations Lead Hand for the Mt Washington Nordic Centre with a focus on supervising frontline staff, organizing Nordic lessons and ensuring smooth daily operations during the winter season from December to April.

The role requires at least 2 years of guest service experience, strong leadership, and excellent knowledge of resort operations, events and Nordic programs.

Qualifications

• Minimum of 2 years’ Guest Service experience on a front desk or equivalent in a similar field.
• Demonstrated leadership qualities and the ability to make decisions that balance guest value and profitability.
• Scheduling flexibility and the ability to work more than 8 hours a day is required.
• Excellent knowledge of resort-related information including hours of operation, events, promotions, and Nordic programs.

Responsibilities

• Train new employees ensuring they have all the tools they need to provide exceptional customer service.
• Assist in the daily supervision of Cashiers, Rental Techs and Café Baristas with assistance from the Supervisor.
• Function as an on-floor point of contact for all frontline staff, assisting with questions as well as guest, program, and rental-related issues.
• Assist in the organization and implementation of Nordic lessons, tours, programs, and events.
• Delegate and/or perform general janitorial duties as needed.
• Maintain appropriate staffing levels to achieve budgeted results and adjust to business volumes as needed while ensuring guests are served quickly and efficiently.
• Communicate and liaise with other Supervisors/Lead Hands for guest service issues and/or program/lesson/tour/rental-related questions.
• Deal with monetary tasks/issues such as ensuring all cash outs are correct and submitted, collect change when required as well as report Cash Room-related concerns.
• Maintain proper inventory of stationary, gift cards, trail passes, maps, and pamphlets.
• Monitor the Nordic email and phones lines; return messages, provide answers to guest inquiries, book lessons, etc.
• Provide regular and timely feedback to team members.
• Assist in the booking and invoicing process of Nordic School and Corporate groups.
• Ensure staff breaks are covered and operation runs smoothly even if guest numbers exceed expectations.
• Deal with unique guest inquiries or problems that have been escalated.
• Proficiently use the POS system, Axess, to process all sales and complete payment.
• Stay up to date on all prices, programs, events and policies of Mt. Washington Alpine Resort and ensure team members are up to date as well.
• Perform additional duties in Retail, Rentals and Cafe areas as required.
• Be prepared to switch location at no notice depending on guest volume and weather.

Skills

Guest service

Leadership

Cash handling

Communication

Education

Tourism/Hospitality

Job description

Job Details

Job DetailsJob Location: Mt Washington - Strathcona - COMOX-STRATHCONA C, BC V9J 1L0Salary Range: $19.50 - $21.00 HourlyJob Title: Nordic Indoor Operations Lead hand

Status: Seasonal: December-April

Reports to: Nordic Indoor Operations Supervisor

Wage: $19.50-$21

About Mount Washington

At Mount Washington Alpine Resort, we’re more than a workplace. We’re a mountain community brought together by a shared love of adventure, the outdoors and creating unforgettable experiences. Guided by our vision of Adventure with Purpose, we put people first, look out for one another and have plenty of fun along the way. Our values of Passion, People First, Accountability, Teamwork, Fun and Resilience shape everything we do. If you’re ready to bring your energy, embrace the mountain lifestyle and help create a place where both our team and guests can thrive, there’s a place for you here.

What We Offer

• Supportive team environment with mentoring and training.
• A FREE Seasons Pass for you, and family passes
• Bonuses for referring new staff
• Daily staff shuttle bus, during winter season December to April, from town and the base for easy transportation
• Resort discounts, including retail, rentals, lessons, and food
• Access to pro deals and other ski resort reciprocal ticket deals

Job Summary

Delegate daily staff assignments, attend departmental meetings, assist in training. Enforce all rules, regulations and policies of Mount Washington Alpine Resort and assist with the daily operation of the Nordic Indoor Operations in conjunction with the Supervisor, Indoor Operations. The Lead Hand, Indoor Operations is expected to adhere to the policies and procedures of the Nordic Centre and Mount Washington Alpine Resort at all times.

Role Responsibilities

• Train new employees ensuring they have all the tools they need to be able to provide exceptional customer service.
• Assist in the daily supervision of Cashiers, Rental Techs and Café Baristas with assistance from the Supervisor.
• Function as an on-floor point of contact for all frontline staff, assisting with questions as well as guest, program, and rental-related issues.
• Assist in the organization and implementation of Nordic lessons, tours, programs, and events.
• Delegate and/or perform general janitorial duties as needed.
• Maintain appropriate staffing levels to achieve budgeted results and adjust to business volumes as needed while ensuring guests are being served quickly and efficiently.
• Communicate and liaise with other Supervisors/Lead Hands for guest service issues and/or program/lesson/tour/rental-related questions.
• Deal with monetary tasks/issues such as ensuring all cash outs are correct and submitted, collect change when required as well as record and report all Cash Room-related concerns to the Supervisor.
• Maintain proper inventory of stationary, gift cards, trail passes, maps, and pamphlets.
• Monitor the Nordic email and phones lines; return messages, provide answers to guest inquiries, book lessons, etc.
• Provide regular and timely feedback to team members.
• Assist in the booking and invoicing process of Nordic School and Corporate groups.
• Ensure staff breaks are covered and ensure the operation runs smoothly even if guest numbers exceed what was planned.
• Deal with unique guest inquiries or problems that have been escalated.
• Proficiently use the POS system, Axess, to process all sales and complete payment
• Stay up to date on all prices, programs, events and policies of Mt. Washington Alpine Resort and ensure team members are up to date as well.
• Perform additional duties such as assisting in the Retail, Rentals and Cafe areas as required.
• Be prepared to switch location at no notice depending on guest volume and weather.

QualificationsQualifications:

• Minimum of 2 years’ Guest Service experience on a front desk or equivalent in a similar field.
• Post-secondary education in Tourism, Hospitality and/or Business Administration is an asset.
• Demonstrated leadership qualities and the ability to make decisions that balance value to our guests and profitability to the resort.
• Scheduling flexibility and the ability to work more than 8 hours a day is required.
• Exceptionally knowledgeable of all resort-related information including hours of operation, events, promotions, and Nordic programs.
• Previous experience providing leadership and coaching to employees.
• Excellent knowledge of the Comox Valley and surrounding area as well as a passion for people and the outdoors.
• The ability to build and maintain strong relationships with our guests and staff.
• Strong attention to detail and accuracy when handling cash.
• Excellent oral and written communication skills.
• The ability to remain calm under stressful and high-volume situations.
• Computer literate and able to learn large amounts quickly and to ‘think on your feet’.
• Mature, friendly
• Serving it Right Required

Resort Conditions:

Working at a Winter Resort means no two days are the same—and that’s part of the adventure! You’ll get to experience a variety of unique locations, from cozy lodges to scenic mountain-top venues only accessible by chairlift. Be prepared to embrace the elements; whether it's bluebird skies, fresh snowfall, or the infamous coastal rain. Expect to navigate multi-level lodges, steep stairways, and outdoor areas where the terrain can be sloped, snowy, or slippery, so good footwear is essential, indoors and out. Walking through large, icy parking lots is also part of the daily journey. If you love fresh air, stunning views, and a workplace that keeps you on your toes, this is the spot for you!