Job Description

Your job is primarily one of guest service and satisfaction, with a healthy dose of administration and follow-through. From our Adventure Desk, you will be a key personality that engages both our potential customers and confirmed guests. In this role, you will monitor and action a variety of communication channels including phone, email inbox, property management system, and SMS. It is your friendly, genuine, and caring attitude that turns inquiring people into customers, and furthermore your eye for detail, follow-through and product knowledge will turn our customers into “forever Callaghan Country fans”.
As Client Relations Specialist you will be responsible for aligning customer expectations with their upcoming adventure experiences. Utilizing our cloud-based property management and reservation system (www.webrezpro.com ) you will be responsible for securing and organizing our hospitality services, then coordinating the necessary logistics with the greater team to deliver meaningful and memorable guest experiences on-site. You are also the key personality that prepares guests for their adventure and keeps in contact with our guests after their stay. You will email pre-arrival updates, thank you letters, and you will diligently maintain our client database and work to increase our repeat and referral business. You will support all administrative procedures involved in sales and reservations (sales pipelines, calendar updates, sales deposit forms, guest profiles, etc.) while effectively communicating program and guest information to all relevant team members as needed for conducting operations. In short, you are the person who is responsible for ensuring that every detail of the guest’s vacation is organized to the letter and that they leave with memories that will last a lifetime.

In addition to your Client Relations role, you will be responsible for warmly welcoming and registering guests upon their arrival at our staging area, coordinating overnight parking, presenting waivers, showing maps, offering weather information, taking photos and generally building the anticipation of the adventure that is about to begin.

Responsibilities & Qualifications

Key Accountabilities/Deliverables

Journeyman Lodge Guest Service (50%)
• Employ expert product knowledge and respond knowledgably to guest questions related to their respective adventure
• Estimate or quote prices, policies, itineraries, and travel information
• Counsel customers on terms and conditions of reservations e.g. cancellation policies
• Book reservations in the webrezpro property management system
• Act as in-house concierge, addressing incoming guest questions, updating reservations notes, adding incidental charges as they are incurred
• Process payments and refunds; reconcile accounts and ensure comprehensive record keeping with company’s finance team
• Diligent maintenance of customer relations systems working to increase our repeat and referral business (ie. email templates, guest expectations, key webpages)
• Communicate with Sales Lead about accepted reservations and guest expectations ensuring appropriate transfer of guest profile in CRMS
• Communicate with Lodge Host team about upcoming reservations and guest expectations
• Administer ‘Thank you’ emails and select ‘Guest Loyalty Program’ invites to checked out guests

Daily Operations Manifest (35%)
• Act as an operational expert, communicating program and guest information to all applicable team members as needed for conducting operations
• Preparing daily manifests and check-in records as defined by property management system *will have to prepare Sunday and Monday manifests on Fridays
• Coordinate changes, additions, or problems with Journeyman Lodge guests and applicable team members
• Supporting the day-to-day strategic coordination and execution of service delivery & operational details
• Understand, fully utilize, and continuously improve processes and systems as they relate to CCWA programs and business objectives
• Maintain cleanliness and aesthetics of Alexander Falls Base facilities, ensuring proper storage of all equipment, and restocking supplies
• Maintain office and facility supplies, communicating with designated team members to order and replenish as required
• Ensure that any required building maintenance is taken care of (snow-shoveling)
• Participate in creative and innovative solutions to accommodate the every-day complexities of delivering dynamic and high-volume wilderness adventure experiences

Frontline Service (15%)
• Act as ambassador and liaison for company with partners, associations, guests, and potential guests
• Warmly welcoming and registering guests upon their arrival at our staging area, coordinating overnight parking, presenting waivers, showing maps, offering weather information, taking photos, and generally building the anticipation of the adventure that is about to begin
• Respond to a high volume of emails and phone calls in a timely manner
• Handle in-person and digital complaints or concerns with care leading to corrective action and follow-up
• Accept lunch guest payments in POS and relay daily reservations to Lodge team

Position Requirements
• Must have own transportation (#1000 Callaghan Valley Rd. is not serviced by transit)
• Previous experience in reception, dispatch, office administration, and/or customer service an asset
• Excellent written and verbal communications skills
• Strong time management and administrative skills
• Essential to personally enjoy/have familiarity with outdoor pursuits such as Nordic Skiing, Snowshoeing, and Alpine Touring
• Must be a self-starter with the ability to work in a team environment, take initiative, assess priorities and multi-task, competently
• Will perform a variety of activities with a high level of accuracy within an, often, high-stress and fast-paced work setting (reliably, during peak periods such as the Christmas Holidays)
• Agreement to abide by all company health and safety policies & protocols
• A collection of professional references will be required prior to final interviews
• Personal time commitment to a full season contract with Callaghan Country

Education/Experience
• A college diploma or university degree in business administration, tourism & hospitality , and/or ski area management may be an asset
• Previous experience in guest service, hospitality, and / or adventure tourism an asset
• Strong computer skills with experience using MS office computer applications (Word, Excel, Outlook) and contact management systems
• Familiarity with Webrezpro Property Management system an asset
• Demonstrated initiative in community and volunteer endeavors

Salary/Wage

20-23 hrly

Other Perks/Benefits

Benefits Entitlement: • 5 Sick days per calendar year • Charitable giving match • Industry discount on regular in-store retail pricing • A complimentary Nordic Season Pass for Ski Callaghan • Complimentary overnight for 2 at Journeyman Lodge Perks: • Casual work environment • Access to supplier staff deals • Free personal usage of Rental Equipment including Salomon classic and skate packages + demo line, and snowshoes • Team ride days and events • Eligible for participation in Whistler Chamber’s Spirit Pass Program

Recommended Training

SuperHost Foundations of Service Quality, SuperHost Service For All

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