Indoor Guest Services Supervisor

Whitewater Mountain Resort; Nelson; On-site; NZD 30,000 - 60,000; Part time

Job summary

A ski resort in New Zealand is seeking an Indoor Guest Services Supervisor to enhance guest experiences. Responsibilities include leading the Guest Services team, managing daily operations, and ensuring excellent customer service. The ideal candidate has 2 years of ski industry experience and strong leadership abilities. Compensation ranges from $20.50 to $22.00 per hour based on experience.

Qualifications

• 2 years relevant ski industry experience required.
• 2 years Supervisor experience required.
• Excellent computer and cash handling experience.

Responsibilities

• Act as a Brand Ambassador of the resort.
• Oversee hiring and performance management.
• Ensure smooth daily operations of Guest Services.

Skills

Outstanding customer service

Communication skills

Leadership

Time management

Cash handling

Education

Ski Resort Operations and Management Diploma

Business Administration or equivalent

Tools

Computer software for sales and inventory

Job description

• Open to International applicants with valid Canadian Work permits: Yes

Job Title: Indoor Guest Services Supervisor
Location: Whitewater Mountain Resort
Department: Indoor Guest Services
Reports to: Indoor Operations Manager
Employment Status/Type: Seasonal Part-Time (July-Sept), Full-Time (Oct-Mid April)
Compensation: $20.50 – $22.00 (DOE)

Overview

JOB SYNOPSIS: As the Indoor Guest Services Supervisor, you are responsible for enhancing the experience of our guests’ day at Whitewater. You are responsible for selling all passes, ticket products and lockers, reconciling daily sales, coordinating groups, organizing lost & found, and other duties to ensure our guests have a safe and enjoyable visit. You will act as an information resource for the mountain and the Nelson area. Your personal interaction with our guests will foster a friendly, knowledgeable relationship which they will look forward to renewing each time they visit Whitewater. Your primary goal is to ensure Whitewater guests have a safe and enjoyable experience.

Key areas of responsibility will often be the first point of contact and a broad knowledge base for guests. You lead the Indoor Guest Services team which includes assistant supervisor, on hill guest services staff, downtown office guest services staff, managing ticket sales and products, cash handling, guest inquiries, shuttle support, mountain host support and lost and found management.

IMMEDIATE REPORTS: Indoor Guest Services Assistant Supervisor; Guest Services Representative; Downtown Office Guest Service Representative; Shuttle Drivers; Mountain Hosts

Responsibilities

• Act as a Brand Ambassador of Whitewater Mountain Resort
• Oversee the hiring and performance management for Guest Services, Downtown Office Guest services, Shuttles and Mountain Hosts
• Ensure waivers are delivered based on the needs of the product
• Oversee training of the Guest Services department, which includes the downtown office and on hill ticket office, and continuous coaching throughout the season to ensure Whitewater service standards are met
• Ensure the smooth daily operation of the Guest Services department including scheduling, inventory management, lost & found management, daily product sales, cash handling and daily reconciliations
• Work with Sales & Marketing to manage the sales part of the business, including managing/coordination of groups, wholesalers and events co-ordination
• Provide reliable and responsive customer service, management of guest comments/complaints, and ensuring guests’ needs are met
• Manage guests’ information and privacy
• Ensure inter-departmental communication and cooperation in the interest of better guest satisfaction
• Ensure all staff members practice health and safety regulations and follow policies & procedures
• Perform general computer trouble shooting and POS support
• Ensure the operational budget is adhered to and all costs are controlled
• Ensure knowledge of crisis and emergency procedures
• Assist with Special Events, including promotion and execution
• Knowledge of the mountain, duties and responsibilities
• Provide a positive, memorable, and outstanding guest experience
• Oversee daily ticket sales, cash handling and daily reconciliation
• Resolve customer questions/complaints
• Oversee and coach staff in providing quality customer service, resolving customer complaints, and attending to their requests
• Provide reliable and responsive customer service
• Maintain sufficient inventories for IGS products and supplies (ski tags, ticket stock, card stock, etc.)
• Ensure opening and closing duties are performed daily in a high-quality manner
• Ensure the IGS building is kept clean, tidy, and presentable to guests
• Provide a positive, memorable, and outstanding guest experience
• General administrative duties
• Perform other related duties, tasks and responsibilities as required

Qualifications

• REQUIRED QUALIFICATIONS/EDUCATION: 2 years relevant ski industry experience
• 2 years Supervisor experience
• Ski Resort Operations and Management Diploma, Business Administration or equivalent (asset)
• Excellent computer and cash handling experience
• Experience in the customer services industry
• Experience in Sales is an asset

Skills & Abilities

• Outstanding customer service and communication skills with the ability to navigate high-pressure situations
• Excellent leadership, organization and time management skills
• Able to respond quickly, be flexible, adaptable and have good decision-making skills in a dynamic environment
• Willingness to travel to the mountain and work weekends and holidays as required
• Assertive, outgoing, and enthusiastic

Please note: A criminal record check will be required as part of the hiring process.

Compensation: $20.50 – $22.00

Job Application Process

Please apply directly to Whitewater’s website.