Guest Services Team Lead
Top Benefits
About the role
Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests.
Job Title: Team Lead, Guest Services
Location: North Vancouver
Department: Guest Services
Reports to: Manager, Guest Services
Role Status: Permanent / Hourly / Full-Time
ABOUT US
As Vancouver’s premier attraction we offer truly rewarding and memorable experiences! Our team members get to work in a challenging and cooperative environment where everyone comes together to create memories of a lifetime. We offer a professional atmosphere, fantastic growth opportunities, unlimited outdoor recreation, an inspiring setting, and many unique employee privileges. We are seeking new team members who embody our core values that focuses on people, connection, growth and challenge. We foster a work environment where diversity is valued, quality of life is enhanced, and individual aspirations are fulfilled. Applicants who thrive in a positive atmosphere where service excellence is top priority are encourages to apply.
JOB SUMMARY:
This position will be working in our Guest Services Department. The Team Lead will assist Supervisors and Managers with day-to-day operations of the Guest Services team. The Team Lead will also be the first point of contact for Guest Service Representative.
ESSENTIAL JOB FUNCTIONS:
- Leading a team of fellow staff members by maintaining an exciting, goal oriented, positive, communicative, and fun work environment.
- Creating high levels of guest satisfaction through dedication to customer service in all guest interactions.
- Processing of all Grouse Mountain Products and Services with a high sales drive and initiative for up selling.
- Responding to guest inquiries, resolving guest concerns and comments efficiently to ensure that all guests enjoy a positive experience.
- Acting as a liaison between guests and staff with other departments and assisting other departments with technical issues regarding systems.
- Maintaining records and files.
- Completing required guest service reports and projects as requested by management.
- Handling cash, balancing floats and completing cash close out procedures daily.
- Coordinating day to day operations of Guest Services, Ticket Centre, Shuttle Bus, Call Center, Alpine Guest Services, and Mountain Host Program.
- Assisting with scheduling, training, and provide support with supervision of staff.
- Emergency and Mountain dispatch operations.
- External sales reporting as required.
- Working as a liaison with Retail team to ensure stock and inventory is up to date and orderly in Essentials retail outlet.
- Perform all other duties as assigned
SUPERVISORY RESPONSIBILITY
The Team Lead will supervise the Guest Services Representatives on shift in the absence of the Guest Service Supervisors.
REQUIRED QUALIFICATIONS AND ABILITIES
- Minimum 3 years customer service experience required
- Experience with Siriusware POS systems, Microsoft Word, Excel, and PowerPoint required.
- Experience with staff training and supervision.
- Background in Ski School operations and booking procedures preferred.
- Must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
- Must possess a positive and upbeat personality with a desire to deliver outstanding customer sales and service to our guests, while continuing to motivate and lead fellow staff.
- Proficiency with telephone, switchboard, and radio dispatch operations.
- Must have flexible schedule and be available evenings and weekends (shift work required).
WORKING CONDITIONS
The work takes place indoors primarily. The successful candidate must be comfortable working on their feet for long periods of time.
COMPENSATION AND BENEFITS
$19.51 to $22.82 depending on experience
All positions are eligible for the following benefits and perks:
- Free Seasonal Access Pass
- Discounts at the resort’s restaurants, retail, and rental outlets
- Referral Bonus Program
- Public Transit subsidies
- Free or discounted lift tickets at many other resorts (winter/summer)
- Access to free Employee and Family Assistance Program
- Excellent training and professional development
- Northland Properties friends and family discounts program including hotels, restaurants, and recreation.
Full-time, year-round positions are also eligible for these:
- Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans
- RRSP matching plan after 1 year of service
- Free access passes for dependents
DISCLAIMER
The prior statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
EQUAL OPPORTUNITY EMPLOYER
Northland Properties is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.
At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/.
About Grouse Mountain
Located just 15 minutes from downtown, Grouse Mountain is Vancouver's premier four-season destination. Grouse Mountain's Super Skyride whisks you 1,250 metres (4,100 feet) above the city to a stunning alpine environment offering a variety of cultural, educational and outdoor experiences.
Guests can enjoy thrilling activities like Mountain Ziplines and Mountain Ropes Adventure™, visit the Grouse Mountain Refuge for Endangered Wildlife and explore an expansive network of hiking trails in the summer.
In winter, Grouse Mountain transforms into a snow-covered playground featuring varied terrain for all levels of downhill skiers and snowboarders, several snowshoe trails and a mountaintop ice rink.
From fine dining at The Observatory to the best patio views in the city at Altitudes Bistro, Grouse Mountain offers a vast selection of incredible dining options year-round.
Guest Services Team Lead
Top Benefits
About the role
Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests.
Job Title: Team Lead, Guest Services
Location: North Vancouver
Department: Guest Services
Reports to: Manager, Guest Services
Role Status: Permanent / Hourly / Full-Time
ABOUT US
As Vancouver’s premier attraction we offer truly rewarding and memorable experiences! Our team members get to work in a challenging and cooperative environment where everyone comes together to create memories of a lifetime. We offer a professional atmosphere, fantastic growth opportunities, unlimited outdoor recreation, an inspiring setting, and many unique employee privileges. We are seeking new team members who embody our core values that focuses on people, connection, growth and challenge. We foster a work environment where diversity is valued, quality of life is enhanced, and individual aspirations are fulfilled. Applicants who thrive in a positive atmosphere where service excellence is top priority are encourages to apply.
JOB SUMMARY:
This position will be working in our Guest Services Department. The Team Lead will assist Supervisors and Managers with day-to-day operations of the Guest Services team. The Team Lead will also be the first point of contact for Guest Service Representative.
ESSENTIAL JOB FUNCTIONS:
- Leading a team of fellow staff members by maintaining an exciting, goal oriented, positive, communicative, and fun work environment.
- Creating high levels of guest satisfaction through dedication to customer service in all guest interactions.
- Processing of all Grouse Mountain Products and Services with a high sales drive and initiative for up selling.
- Responding to guest inquiries, resolving guest concerns and comments efficiently to ensure that all guests enjoy a positive experience.
- Acting as a liaison between guests and staff with other departments and assisting other departments with technical issues regarding systems.
- Maintaining records and files.
- Completing required guest service reports and projects as requested by management.
- Handling cash, balancing floats and completing cash close out procedures daily.
- Coordinating day to day operations of Guest Services, Ticket Centre, Shuttle Bus, Call Center, Alpine Guest Services, and Mountain Host Program.
- Assisting with scheduling, training, and provide support with supervision of staff.
- Emergency and Mountain dispatch operations.
- External sales reporting as required.
- Working as a liaison with Retail team to ensure stock and inventory is up to date and orderly in Essentials retail outlet.
- Perform all other duties as assigned
SUPERVISORY RESPONSIBILITY
The Team Lead will supervise the Guest Services Representatives on shift in the absence of the Guest Service Supervisors.
REQUIRED QUALIFICATIONS AND ABILITIES
- Minimum 3 years customer service experience required
- Experience with Siriusware POS systems, Microsoft Word, Excel, and PowerPoint required.
- Experience with staff training and supervision.
- Background in Ski School operations and booking procedures preferred.
- Must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
- Must possess a positive and upbeat personality with a desire to deliver outstanding customer sales and service to our guests, while continuing to motivate and lead fellow staff.
- Proficiency with telephone, switchboard, and radio dispatch operations.
- Must have flexible schedule and be available evenings and weekends (shift work required).
WORKING CONDITIONS
The work takes place indoors primarily. The successful candidate must be comfortable working on their feet for long periods of time.
COMPENSATION AND BENEFITS
$19.51 to $22.82 depending on experience
All positions are eligible for the following benefits and perks:
- Free Seasonal Access Pass
- Discounts at the resort’s restaurants, retail, and rental outlets
- Referral Bonus Program
- Public Transit subsidies
- Free or discounted lift tickets at many other resorts (winter/summer)
- Access to free Employee and Family Assistance Program
- Excellent training and professional development
- Northland Properties friends and family discounts program including hotels, restaurants, and recreation.
Full-time, year-round positions are also eligible for these:
- Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans
- RRSP matching plan after 1 year of service
- Free access passes for dependents
DISCLAIMER
The prior statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
EQUAL OPPORTUNITY EMPLOYER
Northland Properties is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.
At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/.
About Grouse Mountain
Located just 15 minutes from downtown, Grouse Mountain is Vancouver's premier four-season destination. Grouse Mountain's Super Skyride whisks you 1,250 metres (4,100 feet) above the city to a stunning alpine environment offering a variety of cultural, educational and outdoor experiences.
Guests can enjoy thrilling activities like Mountain Ziplines and Mountain Ropes Adventure™, visit the Grouse Mountain Refuge for Endangered Wildlife and explore an expansive network of hiking trails in the summer.
In winter, Grouse Mountain transforms into a snow-covered playground featuring varied terrain for all levels of downhill skiers and snowboarders, several snowshoe trails and a mountaintop ice rink.
From fine dining at The Observatory to the best patio views in the city at Altitudes Bistro, Grouse Mountain offers a vast selection of incredible dining options year-round.