Supervisor, Guest Services

Job Location: 
Whistler Olympic Park

The Supervisor, Guest Services coordinates all sales and bookings of seasonal programs and activities, including retail and rental products at Whistler Olympic Park.  Responsibilities include supervising the point-of-sale system while ensuring appropriate financial controls are carried out, and that processes are adhered to. 

Reporting to the Manager, Guest Services this role enables excellent seamless customer friendly delivery of all WOP seasonal public programs, products and services.  This Regular Full Time role requires flexibility to work weekends and nights.

Responsibilities: 

Operational

  • Provide high level customer service, with guest experience being the number one priority
  • Supervise rental and retail area Guest Services Hosts (8-15)
  • Supervise on-line program bookings/schedules and staffing schedules
  • Assist with the weekly, bi weekly, and annual retail, rental and Biathlon equipment physical inventory count and reconciliation while adhering to WSL PO system and purchasing policy
  • Engage proactively with IT and POS support staff to assist in troubleshooting hardware problems and addressing system issues, and work to improve overall efficiency of systems
  • Support Manager, Guest Services with budgeting process as requested
  • Assist cashiers with reconciling day-end point of sale reports
  • Manage stock control of all retail and rental
  • Educate and instruct participants in our “Biathlon Experience” when required
  • Manage and maintain summer season range, firing line, rifles and targets in a safe and efficient manner when required
  • Foster a strong culture of health & safety; work with Human Resources and Safety to ensure all WorkSafeBC and BC Safety Authority requirements are met; ensure that a strong relationship exists between the venue and the regulatory bodies and that all certification requirements are and continue to be met within the functional area
  • Assist Manager, Guest Services in the preparation of month-end stock inventory reports and submission to Finance as required
  • Conduct monthly audit print-out of each photocopy machine/printer within WOP and submit to Finance
  • Assist with data entry, tracking, and reconciliation of all Sport and Recreation Services Siriusware group accounts, financial recordings, sales updates, sales department documentation, along with submissions to Finance on a scheduled basis
  • Assist with 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
  • Assist Manager, Guest Services to ensure a minimum of three (3) bank deposits are prepared for depositing to financial institution
  • Prepare and maintain specialized Siriusware statistical reports as requested
  • Assist Manager, Guest Services to track and reconcile merchandise inventory with Siriusware and request reordering as required
  • Assist Manager, Guest Services with accounts receivable and payable as required
  • Adhere to internal control of cash handling procedures and assist in developing procedures to ensure minimum exposure to error or misappropriation
  • Liaise with Sales team to support Concierge incentive programs, in-resort partners, 3rd party sales, and tour operators; assist with site visits as required
  • Attend consumer snow/recreation shows and community events
  • Cross-promote WSL products in all customer service initiatives when interacting with guests and athletes
  • Assist on-site event support as assigned
  • Telephone customer service call-centre, and front desk support and management when required
  • Prepare Minutes at weekly staff meetings
  • Assist in general up-keep of the Guest Services areas, including the daily set up of equipment and displays indoors and outdoors
  • Proactively evolve customer service to exceed guest expectations
  • Assist with volunteer recruitment, selection and ensure inclusion in department team
  • Assist Manager, Guest Services with volunteer scheduling, training, and weekly communication as assigned
  • Develop ongoing high level of WSL product knowledge and services
  • Carry out Whistler Sport Legacies’ customer service philosophy AIM:All Interactions Matter
  • Assist team with other duties as assigned or required

Administration

  • Provide back end support for the Point of Sale system
  • Oversee all staff and program scheduling including public, corporate, and event programs and activities
  • Support WSL marketing and communications teams to prepare and promote WOP and Callaghan Country Wilderness Adventures (Ski Callaghan) programs and activities such as:
    • prepare program content for marketing initiatives
    • compile content for social media initiatives
    • fulfill contest promotion/sponsorship initiatives
    • prepare website updates, pass holder e-newsletter and e-blasts, in-resort communications, and promotional contests

Team Management

  • Provide on-going training, supervision, and staff development
  • Provide on-going feedback and conduct seasonal performance reviews as assigned
Education/Experience: 
  • 2-3 years supervisory experience required including experience working in a customer service oriented position
  • PAL certification (Firearms Acquisition License) required post 6 months hire
  • Diploma or Degree in Recreation or Hospitality Management an asset
  • Database administration experience an asset
  • Knowledge and appreciation of recreation facility operation an asset
  • Knowledge of a ski /snowshoe rental and retail department an asset
  • Knowledge of the Olympic Nordic disciplines (cross-country skiing,biathlon, ski jumping, and Nordic combined) an asset
  • Unrestricted Class 4 BC Driver’s License an asset
  • Reliable transportation (WOP is not serviced by transit)

Skills:

  • Excellent “in person” customer service and interpersonal skills
  • Excellent written and verbal communication skills; strong interpersonal skills
  • Strong computer skills with particular strength in data base, scheduling, and reservation system software applications
  • Keen and can-do attitude
  • Ability to perform in high pressure, multi-tasking environments
  • Ability to express the needs of sport to all stakeholders
  • Avid skier and passion for sport
  • Self-directed entrepreneurial spirit is essential
  • Flexible and adaptable to work efficiently in variety of settings
  • Passion for exceptional customer service is essential
  • Willingness to assist other team members (at times outside of the department) as needed and requested

 

Physical Requirements: 
  • Ability to work outdoors in variable weather conditions
  • Ability to stand for long periods of time
  • Ability to regularly lift 30lbs
Applications Open/Close: 
Monday, May 1, 2017 to Thursday, June 1, 2017
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