Position: Owner Relations Coordinator

Reports to: Owner Relations Manager/s

Employment: Full Time Year Round

Start Date: May 1, 2025

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 Owner Relations Team, you are the on-mountain contact for all Big White Central Reservations property owners and stake-holders; you interact with and assist owners from all around the world. Whether it be supporting prospective buyers, counselling current owners on how to increase their revenue, or assisting on-mountain owners with their TV and Internet needs, we help owners with all aspects of owning and renting a property at Big White. We are looking for someone who can provide Big White owners with friendly, efficient and professional customer service while working in this fast-paced environment.

Ideal Candidate

• Previous administrative and/or customer service experience
• Excellent communication skills
• Reliable and responsible
• Ability to follow instruction
• 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
• Ability to work well under pressure in a fast-paced environment, handling high volumes of challenging owner-related interactions with professionalism
• Possess time-management and organizational skills
• Is able to work independently as well as part of a team

Responsibilities of this position include but are not limited to:

• Ensure accurate information is provided to all clients with respect to all Big White and Big White Central Reservations products and services.
• Answer and direct a high volume of incoming calls in a professional, consistent, and time sensitive manner, while promptly returning all e-mails and voice messages.
• Troubleshoot all owner issues/problems and assist in the handling of owner complaints with genuine care to attention and detail.
• Liaison with other Big White departments when necessary to ensure owner requests and/or concerns are addressed.
• Ensure that all contracts, agreements, and relevant documents from owners are gathered in a timely and efficient manner.
• Maintaining an organized system for tracking and storing contracts, documents and owner correspondences.
• Conduct Unit Inspections for current and prospective Central Reservations rental units following all correct procedures.
• Co-ordinate with maintenance and housekeeping to confirm all necessary repairs and upgrades and unit inventories are met, ensuring this is done in a timely manner.
• Ensure all rental unit information is up to date.
• Assist renting owners with their personal bookings.
• Develop a good working relationship with Realtors, ensuring they have our owner packages and that they understand them.
• Have knowledge of Strata involvement and rules in the buildings where we provide rentals.
• Fielding TV and Internet queries for all Big White community members.
• Assist with maintaining our current TV and Internet customer base by liaising between TELUS and the end users, escalating customer concerns, ensuring customer satisfaction, and supplying invoices.
• Develop a good understanding of the village layout and be able to give directions to all units in the rental pool.
• Become familiar with all units in the rental pool.
• Develop and maintain a positive relationship with Big White Central Reservations property owners.
• Fulfill tasks in a time sensitive manner and adhere to deadlines.
• Communicate effectively with all departments, including Housekeeping, Maintenance and Front Desk.
• Follow all Health & Safety protocols and procedures.
• Any other request as made by a Owner Relations 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 - May 1, 2025
• Must be available to work a variety of shifts, including weekends and holidays during the winter operating season
• Wage - starting at $22.00 per hour
• Staff accommodation may be available for approved applicants
• Must be legally entitled to work in Canada

Perks from Day 1!

• Free Winter and Summer 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
• 2 weeks paid vacation after a year's employment
• 5 days paid sick leave per annum
• Long Term Disability
• Life Insurance
• Dental & Extended Health Care
• Company Pension Plan

Physical Demands:

• Must be able to walk short distances from building to building in snow, when needed

Location:

• Big White Ski Resort