Guest Services Team Lead

You will:

· Carry out administrative tasks to ensure effective and efficient management of the Guest Services team.

· Provide day-to-day, hands-on supervision for the Guest Services Agents, including assisting the manager in recruitment, scheduling, staff orientation, training, supervision and delegation of tasks.

· Maintain a positive working relationship and open line of communication with other Resort Departments to ensure high levels of guest and employee satisfaction.

· Be responsible for the smooth operation of the Guest Services desks, assisting agents in satisfying guest requests and ensuring guest satisfaction.

· Greet and assist guests in a manner that models exemplary conduct to other employees.

· Respond to customer complaints and comments through email and Zoho.

· Actively promote and support the mission, vision and core values of Kicking Horse Mountain Resort.

· Assist Guest Services Agents with the selling and promoting of KHMR/RCR products and services.

· Maintain proper staffing levels in absence of the Visitor Services Manager based on visitation and budget guidelines.

· Monitor and update employee payroll information through ADP.

· Assist the Manager with development of departmental training manuals.

· Be proactive in updating and improving department procedures and guidelines.

· Monitor daily and audit sales transactions and cash outs to ensure accuracy and assist with transaction corrections as needed.

· Assist the Manager in authorizing and ensuring the validity of customer return/refund requests.

· Help distribute up to date in-resort marketing materials to all departments and partners.

· Comply with and promote all safety regulations to ensure a safe working environment and assist with keeping the department up to date with OH&S regulations.

· Assist with other duties as required.

You:

· Have a minimum 2 years previous experience in a customer service, or retail supervisory role.

· Are proficient and fluent in Microsoft Windows and Office programs (Outlook, Word, Excel).

· Have previous experience in the resort, tourism, hotel, or recreation industry - an asset.

· Hold a post-secondary diploma, certificate, or degree in Sales, Business, Commerce, or related field - an asset.

· Have previous experience in a mountain or resort setting - an asset.

· Are able to work flexible hours, including weekends, evenings and holidays.

· Are able to stand for extended periods of time.

· Are fully bilingual (French, German, etc.) - an asset.

We offer:

• A staff season's pass for the resort and local mountains.
• A competitive wage with seasonal accident insurance.
• Discounts on food, retail and hotels.
• Pro-deals.
• Staff events - meet great people who share a passion for the mountain lifestyle!