Guest Services Assistant Manager
The Lake Louise Ski Resort is a world-class ski area nestled in the heart of the Canadian Rockies. We are a year-round operation, operating as a ski resort in the winter months and as a wildlife interpretive centre and sightseeing gondola in the summer months.
Whether you want to work indoors or outdoors, no day will ever be the same. As an employee you can expect a great working environment, employee benefits, competitive wages and the experience of a lifetime.
At present some of our Employee Perks include:
- LLSR lift pass (valued at approx. $1,200)
- Reciprocal discounts with other Ski resorts
- Free group lessons and discounted private lessons through snow school
- Free LLSR recreational opportunities including guided hikes and sightseeing
- Free employee transportation from Lake Louise, Banff and Canmore
- Food and Beverage discounts at designated cafeterias and restaurants
- Retail store discounts
- Staff rates at Skoki Backcountry Lodge
- Complimentary tea, coffee and hot chocolate at designated cafeterias when you provide your own reusable mug
- Employee recognition programs
- Long Service Award programs
- Opportunity for educational growth and development
- Optional subsidized staff housing for full-time employees
- Awesome staff events, activities, and team building events throughout the season
- Employee discounts at Lake Louise Ski Area Daycare, eligibility criteria apply
- Spousal and family passes
Job Description:
The Guest Services Assistant Manager is responsible for providing professional, quality customer service through the leadership of our Guest Services team. The Assistant Manager is responsible for dealing with customer inquiries and complaints and will support staff in handling difficult situations that may arise. The successful candidate will have excellent communication skills, strong leadership abilities and a passion for driving positive experiences.
Job Responsibilities:
- Providing high standards of service, exceeding customer expectations and leading by example
- Assist in the daily opening and closing procedures of guest services, ticket windows, switchboard
- Ensure adequate staff coverage in all working areas so there is minimal line-ups and queues.
- Communicate changes in policy, procedures, products, services, promotions, or any other alterations that affect delivery of customer service
- Assist with hiring, training and ongoing coaching of staff
- Ensure accuracy of all daily cash outs and that they are completed in an efficient and timely manner
- Oversee and approve product returns, refunds, exchanges, voids, customer credits, reports, and other transactions
- Assist the Guest Services Manager with scheduling as well as ensuring adequate coverage during peak periods while optimizing efficiency during quieter times
- Conduct seasonal employee performance reviews and evaluations - ensure to address poor performance related issues, if required
- Provide assistance to the Guest Services Manager, Accounting and Payroll as required
- Assist the GS Manager in maintaining open lines of communication with other departments such as ski school, rentals, and food services to ensure seamless coordination of guest experiences
- Ensure adherence by team members of company and departmental policies and procedures
- Design and implement strategies to motivate the Guest Services & Mountain Greeting Team to achieve departmental goals
- Oversee and approve product returns, refunds, exchanges, voids, customer credits, reports, and other transactions
- Assist with the planning and implementing of monthly staff incentives in order to achieve departmental goals
Job Requirements/Qualifications:
- Ability to analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required
- Able to deal with staff and guests sensitively, tactfully, diplomatically, and professionally at all times
- Ability to supervise employees, including organizing, prioritizing and scheduling work assignments
- Exceptional conflict resolution, negotiation and objection handling skills
- Able to respond quickly in a dynamic and changing environment
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
- The ability to multitask in a fast-paced environment
- Service orientated, assertive, flexible, outgoing and enthusiastic
- Able to work outside in all weather conditions
- Strong communication skills
- High level of proficiency with Microsoft Word & Excel, Outlook and Internet
- Cash handling experience required
- Switchboard experience / good phone etiquette
- 2 years+ of previous customer service experience in a supervisory role or similar preferred
Work Schedule:
Summer - 4 days on/3 days off (will vary based on business levels)
Winter - 5 days on/2 days off
Dress Code:
Uniform shirt provided (at cost), black pants
Note: This job description is intended to convey information essential to understanding the scope of the position. It is not an exhaustive list of skills, efforts, duties, or responsibilities associated with the role. Management reserves the right to modify, add, or remove duties as necessary.