Supervisor, Sport and Guest Services

Supervisor, Sport and Guest Services assists the Manager, Guest Services in all aspects of sport and guest service delivery including public and sport programs.  This Regular Full Time position requires flexibility to assist the team with other activities or initiatives including working evenings and weekends as required.  Ask about accommodation details.

Responsibilities

Guest Services Team Management

  • Supervise, lead, and train/develop a team to accomplish daily activities and provide consistent communication
  • Participate and supervise team to facilitate public and sport programs
  • Prepare weekly staff schedule, and process weekly timesheets
  • Deliver orientation sessions for athletes and public and sport programs
  • Develop ongoing high level of WSL product knowledge and services and cross-promote in all customer service initiatives when interacting with guests and athletes 
  • Proactively continue to evolve the Sport and Guest Services department to exceed the expectations of our guests
  • Responsible for supervising colleagues and volunteers according to established HR procedures with emphasis on the following areas:
    • Recruitment & selection
    • Orientation & ongoing training
    • Performance management and conflict resolution
    • Succession planning

Operational

  • Assist Manager, Guest Services to:
    • prepare reports, departmental budget, POS reporting as required
    • communicate important and time-sensitive operational and organizational messages to colleagues and other departments as required
    • support the execution of international, national, local sport competitions and other events
    • assist with race office duties as required
    • develop new business initiatives, In cooperation with the WSC management team
    • reconcile daily reports/deposits on a weekly basis and submit to Finance
    • complete data entry, tracking, and reconciliation of all sport and guest related Siriusware group accounts
  • Maintain required membership records including: data base, waivers, fees and forms
  • Liaise with volunteers, parents, coaches, the public, and athletes as required
  • Liaise with WSC Sport Department to prepare and administer athlete invoicing
  • Assist with other special initiatives:  friends and family days, public recruitment events, etc.
  • Adhere to all operational and safety procedures
  • Foster a strong culture of health & safety; work with Human Resources and Safety to ensure all WorkSafeBC and BC Safety Authority requirements are met; ensure that a strong relationship exists between the venue and the regulatory bodies and that all certification requirements are and continue to be met within the functional area
  • Engage proactively with IT and POS support staff to assist in troubleshooting hardware problems and addressing system issues, and work to improve overall efficiency of systems
  • Liaise with Sales team to support Concierge incentive programs, in-resort partners, 3rd party sales, and tour operators; assist with site visits as required
  • Perform website and social media maintenance and updates as required
  • Attend consumer snow/recreation shows and community events as directed
  • Administer and process all aspects of the POS system while liaising with the Finance and Sales departments
  • Flexibility to work weekends and evenings
  • Carry out Whistler Sport Legacies’ customer service philosophy AIM:  All Interactions Matter
  • Assist team with other duties as assigned or required

Sport

  • Collaborate with Sport Department to develop and maintain a Sport Operations Manual
  • Liaise with Sport and Venue Coordinator in response to all inquiries regarding athletes, volunteers, coaches, the public, recruiting, etc.
  • Liaise with Sport to maintain accounts payable and accounts receivable related to WSC sport programs
  • Collaborate with Sport to schedule, promote, and manage registration, collect fees, prepare and circulate information including lead up, follow-up, and next step details for recruitment camps/schools
  • Attend Sport meetings as required

Leadership and culture

  • Champion all Whistler Sport Legacies corporate policies, procedures, and contribute to the development of Whistler Sliding Centre policies and procedures
  • Develop ongoing high level of WSL product knowledge and services and cross-promote in all customer service initiatives when interacting with guests and athletes
  • Positive representative of Whistler Sport Legacies, both internally and externally
  • Take personal accountability and responsibility for actions; take initiative to find creative solutions to problems or issues
  • Lead by modeling Whistler Sport Legacies values
  • Resolve conflicts effectively and efficiently

Position Requirements

Education/Experience

  • 4-6 years Guest Service experience, specifically in sport management or tourism required
  • 2-3 years supervisory and customer service experience required
  • Annual satisfactory criminal record check is mandatory
  • Diploma or Degree in Recreation or Hospitality Management an asset
  • Database administration experience an asset
  • Knowledge, appreciation of recreation facility operation and siding sports an asset
  • Siriusware knowledge an asset
  • Class 5 driver’s license is mandatory
  • Unrestricted Class 4 BC Driver’s License an asset

Skills

  • Excellent interpersonal skills
  • Excellent written and verbal communication skills
  • Strong computer skills with particular strength in data base, scheduling, and reservation system software applications
  • Keen and can-do attitude
  • Ability to perform in high pressure, multi-tasking environments
  • Ability to express the needs of sport to all stakeholders
  • Passion for sport
  • Self-directed entrepreneurial spirit is essential
  • Flexible and adaptable to work efficiently in variety of settings
  • Willingness to assist other team members (at times outside of the department) as needed and requested
  • Passion for exceptional customer service is essential

Languages

  • Fluency in English required

Physical Requirements

  • Ability to work outdoors in variable weather conditions
  • Ability to stand for long periods of time
  • Ability to regularly lift 30lbs

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Whistler Sliding Centre 4910 Glacier Lane
Whistler BC V8E 0C2
Canada