Mt Seymour is Vancouver’s family owned and operated ski area delivering a relaxed West Coast feel only 30 minutes’ drive from downtown Vancouver. Work and play in one of the world’s premier cities on the mountain with the best community atmosphere while meeting new awesome people just like you along the way!
Title: Guest Experience Supervisor
Department: Guest Experience
Reports to: Guest Experience Managers

SUMMARY OF RESPONSIBILITIES

Reporting to the Guest Experience Managers, the Guest Experience Supervisor is responsible for overseeing the day-to-day operation of the Guest Experience Department and supervision of all frontline Guest Experience staff, assuring that all guest queries are handled, and information is communicated in a prompt and professional manner.
Guest Experience Supervisors will be assigned to Supervise either:
A) Call Center staff
B) On-hill staff
C) A blend of both Call Center and On-hill staff (dependent on the candidate and their experience).

RESPONSIBILITIES

• To uphold Mt Seymour’s mission “To excite and engage everyone in mountain recreation by providing fun, safe and enriching experiences”.
• Assisting with the development and implementation of Mt Seymour policies, and explaining these to staff and customers.
• Assist the Guest Experience Managers with initial and ongoing training and development of frontline staff.
• Opening the Guest Experience locations, ensuring that your working area and all frontline staff working areas are tidy and set up safely.
• Daily team shift meetings to inform, direct and motivate your team.
• Ensure that day-to-day operation, product, and service updates are communicated to all frontline staff in order for them to provide accurate information to guests.
• Provide exceptional customer service, handle customer queries and complaints quickly and efficiently, and make informed decisions to resolve guest situations.
• Directly supervise the Guest Experience frontline staff and be on hand to assist with the processing of any transactions that may need the authority of a supervisor.
• Oversee close-outs, ensuring all sales points are closed properly and that the reports are properly deposited.
• Ensure that all frontline equipment and POS systems are maintained and in good working order on a daily basis.
• Take ownership of other related administrative duties & additional tasks assigned as required.