Position: Central Mountain Check-In - Duty Manager

Reports to: Accommodations Manager - CMCI

Employment: Full Time Seasonal

Work and explore the mountains with us!

Big White Ski Resort, or simply Big White, is a mountain resort located 56 km southeast of Kelowna in the Southern Interior of British Columbia. Just 45 minutes away from the town of Kelowna, Big White offers a unique opportunity for those who want to live, work, and explore in some of the most amazing natural attractions and activities Canada has to offer. Boasting 16 lifts, Western Canada's largest resort night skiing area, 119 runs, North America's highest outdoor skating rink, and a ski-in/ski-out village, it's easy to see why we are Canada's Favorite Family Resort!

Our Mission Statement is "To go the extra mile to ensure our visitors enjoy a memorable alpine experience in a positive, safe and friendly environment."

If this sounds like your kind of workplace, you love the outdoors and are passionate about sharing an amazing Canadian experience with our guests from around the world, then we want you to join our team!

Job Description:

As part of the Central Mountain Check-In Front Desk Team, you are the face of the resort; you will greet and register guests from all around the world. The 24-hour desk is the hub of our condo accommodations department, and is consistently busy with direct and group arrivals. We are looking for someone who can provide our guests with friendly, efficient and professional customer service while working in this fast-paced environment.

As a Duty Manager, you are responsible to lead and direct the Front Desk team to aid in the smooth operations of the Front Desk and to ensure that we are providing our guests a level of service that exceeds their expectations.

Ideal Candidate

• Previous Management or Supervisor experience in Accommodation, Hotels or other fields
• Customer service experience
• Excellent communication skills
• Reliable and responsible
• Quick thinker and strong ability to problem solve
• Complaint handling and resolution skills
• Team Management skills
• Detail orientated
• Professional appearance and manner
• 100% guest service oriented, having excellent people skills
• Energetic and upbeat personality, contributing to the to the positive work atmosphere

Responsibilities of this position include but are not limited to:

• Supervise Front Office staff, including Front Desk, Drivers, Night Auditors & Bellpersons ensuring a high level of customer service is maintained at all times
• Assist in training new hires
• Handle all guest interactions with the highest level of hospitality and professionalism
• Fulfill tasks in a time sensitive manner
• Troubleshoot all guest issues / problems, determine resolves and process all guest compensation issues
• Ensure open communication with Housekeeping, Owners, and all Central Reservations departments
• Have knowledge of the Strata involvement/rules in the buildings with Strata issues reported appropriately
• Work with Management to access and improve procedures and policies
• Develop a good understanding of village layout and be able to give directions to all units in rental pool and amenities on mountain
• Ensure accurate information is provided to all clients with respect to all Big White and Big White Central Reservations products
• Ensure high level of customer service is maintained at all times with genuine care to attention and detail
• Handle all guest interactions with the highest level of hospitality and professionalism
• Uphold and enforce company policies
• Follow all Health & Safety protocols and procedures, emergency response procedures and WHMIS
• Conduct Direct, Travel Trade and Group guest check in and check outs following all correct procedures
• Make walk-in reservations ensuring all bookings made adhere to Big White Central Reservations payment and cancellation policies
• Build a strong relationship with all departments, including Call Centre, Groups, Transportation, Housekeeping, Maintenance and Owners Relations
• Ensure accurate information is provided to all clients with respect to all Big White and Central Reservations products and services
• Assist guests with all questions and reasonable requests, keeping up to date on all current mountain events and conditions
• Answer and direct a high volume of incoming calls in a professional and consistent manner
• Take cash, credit card and debit card payments when necessary
• Ensure a professional appearance is maintained by yourself and all staff
• Ensure Front Office and Lobby area is clean and tidy at all times
• Any other reasonable requests made by the Accommodations Manager or Central Reservations Manager

Job Specifications:

• Must have full-privileged BC driving license (no L's, N's or P's) or be willing to obtain one with our guidance
• Must have had a driving license for 3 years with a clean driving record
• Full-time - working up to 40 hours per week
• Start date late October
• Must be available to work a variety of shifts, including mornings, nights, weekends and holidays
• Wage - $22.00 per hour
• Staff accommodation may be available for approved applicants
• Must be legally entitled to work in Canada
• Ability to work well under pressure in a fast-paced environment, handling high volumes of challenging guest-related interactions with professionalism

Perks from Day 1!

• Free Winter Season Pass providing unlimited riding at Big White!
• Free and discounted lift tickets for Family and Friends
• Free ski and snowboard lessons
• Free and discounted Lift tickets at other approved Mountain Resorts
• Free access to the staff fitness facilities (weight room and aerobics room)
• Family & Friends discounts in our accommodations
• Discounts at Big White operated restaurants
• Discounts in our retail stores
• Discounts on rentals
• Ongoing Employee events, incentives & recognition

Physical Demands:

• Must be able to help out in all aspects of housekeeping and cleaning of common areas when required
• Must be able to shovel snow/ice
• Must be able to deal with difficult guests
• Must be able to stand for long periods of time

Location:

• Big White Ski Resort