Rental Services Tech

Job Location: 
Whistler Olympic Park

The Rental Services Tech delivers optimum service and technical excellence to guests at Whistler Olympic Park.  This role assists guests in ski-fitting, product, and/or service expertise including selection that most appropriately meets their needs.  In addition, the customer service portion of this role endeavors to maximize sales by facilitating sales promotion to drive business by targeting WSL products, and improving customer feedback.  This seasonal full time role requires ability to work weekends, evenings, and holidays.

Responsibilities: 
  • Assist guest to identify their needs and determine selection of WOP rental fleet products ensuring satisfaction and safe use
  • Interact with guest to ensure they are well equipped to participate in sport of all types at WOP
  • Bind, wax and prepare skis
  • Carry-out efficient rental equipment distribution process
  • Ensure the preparation and ongoing maintenance of all rental equipment
  • Ensure appropriate inventory of retail/rental items and maintain appropriate inventory stock for ski service operations
  • Demonstrate and maintain industry knowledge of Nordic products, new products and trends including care and use of product(s)
  • Develop and maintain a high level of product knowledge to promote and process rental and retail shop products and services including day-tickets, season passes and instructional programs using POS system at the ticket booth and Day Lodge Guest Service/Retail locations
  • Achieve set targets for sales and customer satisfaction
  • Actively generate and follow up leads to finalize sales of all WSL products
  • Answer and assist all incoming telephone, e-mail and online inquiries
  • Develop and maintain full working knowledge of WOP and Ski Callaghan to assist in guest selection of product or service
  • Ensure coordination of in-person bookings delivered through guest services to rental and other front line staff
  • Ensure all bookings adhere to WSL payment and cancellation policies
  • Ensure accurate information is provided to guests with respect to all products including lesson, equipment rental, tours, and activities including associated venue safety responsibilities
  • Verify payment by obtaining required credit information
  • Assist guest and client issues and/or complaints with empathy and a focus on guest satisfaction and use Supervisor/Manager support when necessary
  • Liaise with Sport School to ensure Sport Coaches are staffed optimally on a daily basis
  • Assist with instructional programs, or operational requirements such as snow clearing
  • Use point of sale processing system to process daily fees, tickets passes, invoices, programming, rental and retail sales
  • Generate Point-Of-Sale reports as requested
  • Process cash reconciliation at the end of each shift and submit to Supervisor, Guest Services for bank deposit with explanation of any over/short issues
  • Adhere to internal control of cash handling procedures
  • Support staff to assist in troubleshooting hardware problems and addressing system issues, and work to improve overall efficiency of systems
  • Assist team with the execution of special events as required
  • Assist in general upkeep of Guest Service areas, including daily equipment set up, displays updating snow condition, trail and avalanche reporting
  • Interact with volunteers to ensure their inclusion in department team
  • Foster a strong culture of health & safety; work with Human Resources and Safety to ensure all WorkSafeBC and BC Safety Authority requirements are met
  • Carry out Whistler Sport Legacies’ customer service philosophy AIM:All Interactions Matter
  • Assist team with other duties as assigned or required
Education/Experience: 
  • Working knowledge of a ski rental department
  • Accurate cash handling and reconciliation experience with a keen eye to detail
  • Excellent telephone manner and etiquette required as are customer service skills
  • Experience working in a customer service position preferred
  • Knowledge and appreciation of cross-country skiing, snowshoeing, biathlon, ski jumping, or sport and recreation facility operations preferred
  • Computer competence including scheduling and booking software preferred
  • POS System experience an asset
  • Working knowledge of all Social Media platforms an asset
  • Previous retail and merchandising experience an asset
  • Familiarity with Whistler and surrounding area an asset
  • Cash handling and time management skills desirable
  • Class 4 Unrestricted Driver’s License and driving experience required if assigned the duty of guest transportation via WSL owned vehicle

Skills:

  • Strong and positive interpersonal and organizational skills
  • Excellent listening and comprehension skills required
  • Maintain control and composure in challenging situations
  • Ability to do detailed work
  • Ability to establish quick rapport to build relationships and network
  • Ability to work in a dynamic environment
  • Ability to multi-task and effectively meet deadlines
  • Willingness to assist other team members (perhaps outside the department) as needed and requested
  • Passion for exceptional customer service is essential

Physical Requirements:

  • Reliable winter transportation (WOP is not serviced by transit)
  • Ability to work outdoors in variable weather winter conditions
  • Ability to stand for long periods of time
  • Ability to regularly lift 50lbs
Applications Open/Close: 
Tuesday, September 19, 2017 to Wednesday, October 18, 2017
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