Job Description

SUMMARY OF RESPONSIBILITIES:
Reporting to the Guest Experience Managers, the Guest Experience Supervisor is responsible for overseeing the day-to-day operation of the Guest Experience Department and supervision of all frontline Guest Experience staff, assuring that all guest queries are handled, and information is communicated in a prompt and professional manner.
Guest Experience Supervisors will be assigned to Supervise either:
A) Call Center staff
B) On-hill staff
C) A blend of both Call Center and On-hill staff (dependent on the candidate and their experience)

Responsibilities & Qualifications

RESPONSIBILITIES:
To uphold Mt Seymour’s mission “To excite and engage everyone in mountain recreation by providing fun, safe and enriching experiences”
Assisting with the development and implementation of Mt Seymour policies, and explaining these to staff and customers
Assist the Guest Experience Managers with initial and ongoing training and development of frontline staff
Opening the Guest Experience locations, ensuring that your working area and all frontline staff working areas are tidy and set up safely
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 in order for them to provide accurate information to guests
Provide exceptional customer service, handle customer queries and complaints quickly and efficiently, and make informed decisions to resolve guest situations
Directly supervise the Guest Experience frontline staff and be on hand to assist with the processing of any transactions that may need the authority of a Supervisor
Oversee close-outs, ensuring all sales points are closed properly and that the reports are properly deposited
Ensure that all frontline equipment and POS systems are maintained and in good working order on a daily basis
Take ownership of other related administrative duties & additional tasks assigned as required

WHAT WE REQUIRE FROM YOU:
Please note: this role is an optional hybrid role of work from home & on-hill if supervising Call Center staff
Candidates MUST be able to commute to and work the mandatory minimum of 3 shifts per week on-site at Mt Seymour
Available for 5 shifts per week – 8hrs per day
Previous customer service and sales experience in a lead or supervisory position required
Previous Call Center experience is required for those wishing to supervise the Call Center team
Knowledge of the winter recreation industry is considered an asset
Proficient with MS Office
Knowledge of Siriusware POS is considered an asset
Excellent oral and written communication skills
Strong people skills – listening, perspective, and empathy
Strong conflict resolution skills with the ability to remain calm and patient
The ability to make fair and informed decisions within the business policies
Excellent phone and email etiquette
Fantastic attention to detail
Outstanding organizational skills
Money reconciliation experience is an asset
Goal-orientated with good time management skills
Ability to be a supportive and motivated team leader, leading your team by example
Ability to work well as a team, under pressure, and in a busy environment
Ask for help when you need it, own your mistakes, and always be open to corrections
Flexibility in your schedule during high volume periods of the winter season, and a commitment to your agreed availability

TERMS OF EMPLOYMENT:

Seasonal full-time – Mid-October to April
Hourly wage: $20
Opportunities for continued work throughout the summer may be available
Must hold a valid work VISA, Permanent Residency, or Canadian Citizenship
Must be available to work weekends, holidays, and some evening shifts
Must be available to attend all on-hill training dates (mid-October through early December)

Salary/Wage

20/hour

Job Application Process

Please send resume with cover letter to: recruitment@mtseymour.ca

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