Job Description

Whistler Olympic Park is a world-class destination for outdoor recreation activities & Nordic sports, located just south of Whistler in the stunning Callaghan Valley. Established for the 2010 Olympic & Paralympic Winter Games, the Park’s incredible facilities are now enjoyed by both high-performance athletes and recreational guests alike.

Supervisor, Guest Services provides daily guidance/direction to the Guest Service team and campground operations team while demonstrating a passion and commitment for sport and recreation.

Reporting to the Manager, Guest Services this role enables excellent customer friendly delivery of all WOP seasonal public programs, products and services. Duties include coordinating all sales and bookings of seasonal programs and activities, rental products, as well as summer visitor and campground bookings. Regular Full Time role requires flexibility to work weekends and nights.

Ask about accommodation in our new facility

Responsibilities & Qualifications

Operational
• Maintain a leadership role and represent the organization’s mission, vision, and values
• Ensure a high level of customer service, with guest experience being the number one priority
• Supervise on-line program bookings/schedules
• Support rental and retail operations by ensuring optimal inventory levels are maintained while implementing streamlined processes and organizational efficiency to elevate the overall guest service experience
• Report all maintenance issues related to facilities and campground operations and that they are reported to other departments for resolution
• Assist guests/campers as required as well as addressing feedback in a timely and cordial manner
• Ensure campground and associated facilities are clean, safe and enjoyable for the optimum guest experience.
• Follow and communicate to guests Whistler Olympic Park’s wildlife management program
• Work with operations team to ensure guest service and campground staff are trained
• Assist staff with reconciling day-end point of sale reports and assist with processing end-of-day POS system reconciliation and cash-out reports
• Support sales team with ad-hoc requests
• Attend consumer snow/recreation shows and community events
• Assist on-site event support as assigned
• Carry out telephone customer service call-centre, and front desk support and management duties when required
• Ensure general up-keep of the Guest Services areas, including the daily set up of equipment and displays indoors and outdoors
• Develop ongoing high level of WSL product knowledge and services
• Carry out Whistler Sport Legacies’ customer service philosophy AIM: All Interactions Matter
• Assist team with other duties as assigned or required

Administration
• Assist Manager Guest Services as directed with:
o routine retail and rental equipment physical inventory count and reconciliation while adhering to WSL PO system and purchasing policy
o data entry, tracking, and reconciliation
o bank deposits
• Oversee all staff and program scheduling
• Adhere to internal control of cash handling procedures and assist in developing procedures to ensure minimum exposure to error or misappropriation
• Provide back end support for the Point of Sale system
• Prepare Minutes at weekly staff meetings
• Support marketing and communications teams to prepare, promote and communicate WOP and Callaghan Country Wilderness Adventures (Ski Callaghan) programs and activities

Leadership and Culture
• Supervise, train, develop, and schedule colleagues for day-to-day operations
• Assist with volunteer recruitment, selection, scheduling and ensure inclusion in department team
• Foster a strong culture of health & safety ensuring all WSL policies and external regulations are met
• Assist Manager Guest Service with colleague leadership including emphasis on the following areas according to established HR procedures:
o Recruitment and selection
o Orientation and ongoing training
o Assist creation of departmental policies and procedures
o Performance management, ongoing feedback, reviews, and conflict resolution

Position Requirements
Education/Experience
• 2-3 years supervisory experience required including experience working in a customer service-oriented position
• Diploma or Degree in Recreation or Hospitality Management an asset
• Knowledge and appreciation of recreation facility operation and campground an asset
• Knowledge of a rental and retail operations an asset
• Knowledge of the Nordic sport an asset
• Annual satisfactory criminal record check is mandatory
• Class 5 BC Driver’s License required
• Unrestricted Class 4 BC Driver’s License an asset
• Reliable transportation (WOP is not serviced by transit)

Skills
• Excellent “in person” customer service and interpersonal skills
• Excellent written and verbal communication skills; strong interpersonal skills
• Strong computer skills with particular strength in data base, scheduling, and reservation system software applications
• Positive and pro-active attitude
• Ability to perform in high pressure, multi-tasking environments
• Ability to express the needs of sport to all stakeholders
• Avid skier and passion for sport
• Self-directed entrepreneurial spirit is essential
• Flexible and adaptable to work efficiently in variety of settings
• Passion for exceptional customer service is essential
• Willingness to assist other team members (at times outside of the department) as needed and requested

Physical Requirements
• Ability to work outdoors in variable weather conditions
• Ability to stand for long periods of time
• Ability to regularly lift 30lbs

Salary/Wage

$25 to $27.50 / hour dependent on experience

Other Perks/Benefits

Perks/Benefits on webstie

Job Application Process

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