Job Description

CLOSING DATE: June 25, 2025

Job Title: Indoor Guest Services Supervisor
Location: Whitewater Ski Resort
Department: Indoor Guest Services
Reports to: Indoor Operations Manager
Employment Status/Type: Seasonal Part-Time (July-Sept), Full-Time (Oct – Mid April)

Compensation: $20.50 – $22.00 DOE alongside other perks & benefits

JOB SYNOPSIS

As the Indoor Guest Service Supervisor, you are responsible for enhancing the experience of our guests’ day at Whitewater. You are responsible for selling all passes, ticket products and lockers, reconciling daily sales, coordinating groups, organizing lost & found, and other duties to ensure our guests have a safe and enjoyable visit. You will act as an information resource for the mountain and the Nelson area. Your personal interaction with our guests will foster a friendly, knowledgeable relationship which they will look forward to renewing each time they visit Whitewater. Your primary goal is to ensure Whitewater guests have a safe and enjoyable experience.

Key areas of responsibility will often be the first point of contact and a broad knowledge base for guests. You lead the Indoor Guest Services tea which includes assistant supervisor, on hill guest services staff, downtown office guest services staff, managing ticket sales and products, cash handling, guest inquiries, shuttle support, mountain host support and lost and found management.

IMMEDIATE REPORTS

Indoor Guest Services Assistant Supervisor
Guest Services Representative
Downtown Office Guest Service Representative
Shuttle Drivers
Mountain Hosts

Responsibilities & Qualifications

SUMMARY OF RESPONSIBILITIES
Act as a Brand Ambassador of Whitewater Ski Resort.
Oversee the hiring and performance management for Guest Services, Downtown Office Guest services, Shuttles and Mountain Hosts.
Ensuring waivers are delivered based on the needs of the product.
Oversee training of the Guest Services department, which includes the downtown office and on hill ticket office, and continuous coaching throughout the season to ensure Whitewater service standards are met.
Ensuring the smooth daily operation of the Guest Services department including scheduling, inventory management, lost & found management, daily product sales, cash handling and daily reconciliations.
Work with Sales & Marketing to manage the sales part of the business, including managing/coordination of groups, wholesalers and events co-ordination.
Provide reliable and responsive customer service, management of guest comments/complaints, and ensuring guests’ needs are met.
Being responsible for managing guests’ information and privacy.
Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction.
Ensure all staff members practice health and safety regulations and follow policies & procedures.
Performing general computer trouble shooting and POS support.
Ensure that the operational budget is adhered to and all costs are controlled.
Ensuring a working knowledge of crisis and emergency procedures.
Assist with Special Events, including promotion and execution.
Knowledge of the mountain, duties and responsibilities.
Provide a positive, memorable, and outstanding guest experience.
Oversee daily ticket sales, cash handling and daily reconciliation.
Resolve customer questions/complaints.
Oversee, assist, and provide coaching for staff members in providing quality customer service, resolving customer complaints, and attend to their requests.
Provide reliable and responsive customer service.
Ensuring sufficient inventories for all IGS products and supplies (ski tags, ticket stock, card stock, etc.)
Ensure opening and closing duties are appropriately done each day in a high-quality manner.
Ensure the IGS building is kept clean, tidy, and presentable to guests.
Provide a positive, memorable, and outstanding guest experience.
General administrative duties.
Perform other related duties, tasks and responsibilities as required from time to time.

REQUIRED QUALIFICATIONS/EDUCATION
2 years relevant ski industry experience.
2 years Supervisor experience.
Ski Resort Operations and Management Diploma, Business Administration or equivalent an asset.
Excellent computer and cash handling experience.
Experience in the customer services industry.
Experience in Sales is an asset.

SKILLS & ABILITIES
Outstanding customer service and communication skills with the ability to navigate high-pressure situations.
Excellent leadership, organization and time management skills.
Able to respond quickly, be flexible, and adaptable and have good decision-making skills in a dynamic and changing environment.
Must be willing to travel to the mountain as well as work weekends and holidays as required.
Assertive, outgoing, and enthusiastic.
Please note: A criminal record check will be required as part of the hiring process.

Salary/Wage

20.50 - $22.00

Job Application Process

Please apply directly to Whitewater’s website.

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