Lead, Guest Services

Lead, Guest Services provides daily guidance/leadership to the Guest Service team.  Responsibilities include excellent customer service as first point of contact for lessons and tours while assisting to deliver seamless public programs, products and services at Whistler Olympic Park.  Reporting to the Manager, Guest Services this role also assists with sales and bookings of programs and activities. This Seasonal Full Time role requires flexibility to work weekends and evenings.  Ask about accommodation, Incentive Bonus, Spirit Pass Financing (restrictions may apply).


  • Assist Manager, Guest Services to:
    • guide Guest Service team through daily activities while providing consistent communication
    • ensure bank deposits are prepared for depositing to financial institution
    • track and reconcile merchandise inventory with Siriusware and request reordering as required
    • prepare orientation and ongoing training
    • create departmental policies and procedures
  • Assist:
    • supervision of on-line program bookings/schedules and staff schedules
    • cashier reconciliations with day-end point of sale reports
    • processing end-of-day POS system reconciliation and cash-out reports; submit to Finance at end of each shift ensuring over/shorts are reconciled and explained
    • guest and client issues and/or complaints with empathy with a focus on guest satisfaction and use Supervisor/Manager support when necessary
    • operation of the rental/retail shop, instructional programs, or operational requirements
    • team with the execution of special events as required
    • general upkeep of Guest Service areas, including daily equipment set up, displays updating snow condition, trail and avalanche reporting
  • Provide high level customer service, with guest experience being the number one priority
  • Provide a leadership role and represent the organization’s mission, vision, and values to the Guest Services team
  • Develop and maintain a high level of product knowledge to promote and process rental and retail shop products, day-tickets, season passes and instructional programs
  • 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
  • Ensure coordination of in-person bookings through front line staff
  • Liaise with Sport School to ensure Sport Coaches are staffed optimally on a daily basis
  • Use point of sale processing system to process daily fees, tickets passes, invoices, programming, rental and retail sales
  • Generate Point-Of-Sale reports for Manager, as requested
  • Ensure appropriate retail/rental inventory and maintain appropriate stock for ski service operations
  • 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 Technical Safety BC requirements are met
  • Carry out Whistler Sport Legacies’ customer service philosophy AIM:  All Interactions Matter
  • Assist team with other duties as assigned or required

Position Requirements


  • Previous Guest Service experience required
  • Accurate cash handling and reconciliation experience with a keen eye-to-detail required
  • Excellent telephone manner, etiquette, and customer service skills required
  • 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
  • Working knowledge of a ski rental and retail department an asset
  • Previous retail and merchandising experience an asset
  • Class 5 BC Driver’s License required


  • Excellent “in person” customer service, organizational, and interpersonal skills
  • Excellent written and verbal communication skills; strong interpersonal skills
  • Keen and can-do attitude
  • Ability to perform in high pressure, multi-tasking environments
  • Self-directed entrepreneurial spirit is essential
  • Flexible and adaptable to work efficiently in variety of settings
  • 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
  • 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 30lbs

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Whistler Olympic Park 1500 Callaghan Valley Rd
Whistler BC V0N 1B8