Guest Services Team Lead

at  Resorts of the Canadian Rockies

YOU WILL:

• Carry out administrative tasks to ensure effective and efficient management of the Guest Services team.
• Provide day-to-day, hands-on supervision for the Guest Services Agents, including assisting the manager in recruitment, scheduling, staff orientation, training, supervision and delegation of tasks.
• Maintain a positive working relationship and open line of communication with other Resort Departments to ensure high levels of guest and employee satisfaction.
• Be responsible for the smooth operation of the Guest Services desks, assisting agents in satisfying guest requests and ensuring guest satisfaction.
• Greet and assist guests in a manner that models exemplary conduct to other employees.
• Respond to customer complaints and comments through email and Zoho.
• Actively promote and support the mission, vision and core values of Kicking Horse Mountain Resort.
• Assist Guest Services Agents with the selling and promoting of KHMR/RCR products and services.
• Maintain proper staffing levels in absence of the Visitor Services Manager based on visitation and budget guidelines.
• Monitor and update employee payroll information through ADP.
• Assist the Manager with development of departmental training manuals.
• Be proactive in updating and improving department procedures and guidelines.
• Monitor daily and audit sales transactions and cash outs to ensure accuracy and assist with transaction corrections as needed.
• Assist the Manager in authorizing and ensuring the validity of customer return/refund requests.
• Help distribute up to date in-resort marketing materials to all departments and partners.
• Comply with and promote all safety regulations to ensure a safe working environment and assist with keeping the department up to date with OH&S regulations.
• Assist with other duties as required.

Please refer the Job description for details