Guest Experience Supervisor

Title: Guest Experience Supervisor
Department: Guest Experience
Reports to: Guest Experience Managers

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

• 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 rate: $20/hour
• 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).