Job Title: Assistant Manager, Guest Experiences

Department: Guest Experiences Position Type: Hourly | Full-Time | Permanent

Position Summary

The Assistant Manager is responsible for supervising and scheduling all daily operations and team members in the Guest Experiences department including Supervisors and Lifeguards. They will ensure all areas are safe and welcoming to guests and staff by maintaining high safety and service levels. They will provide training, problem resolution, troubleshooting and leadership to staff in the Experiences department, and resort wide. 

Duties & Responsibilities

• Supervises operations within Guest Experiences and ensures that friendly, courteous, and efficient service is extended to all guests

• Recognizes and greets all guests and team members; provides exceptional and professional service

• Organizes department orientation for each season; maintains accuracy of onboarding training materials; provides ongoing training and support to staff in all roles

• Ensures the adherence to safe work practices and resort policies

• Communicates regularly with team members to source new ideas for services, products, and equipment

• Provide problem resolution while demonstrating empathy; record guests’ challenges to reduce future similar situations

• Coordinates the scheduling of shifts and responsibilities of staff members; reviews payroll

• Review safety and maintenance checks regularly; anticipate challenges and suggest solutions

• Facilitate guest programming, as well as group bookings

• Facilitate events with Adventures in Excellence as required

• Ensures the well-being of our guests and team members by being alert to and reporting potential hazards

• Comfortable making responsible decisions and develops recommendations for effective problem solving

• Trains staff in emergency response duties with confidence; responds with confidence

• Recognizes accomplishments and hard work of staff; encourages staff to recognize others 

• Review and update guest facing material based on season or offerings

• Assist guests with booking activities, arranging tours, and understanding resort information; is a confident seller of resort amenities

Skills & Attributes

• Guest oriented with a sincere, helpful and friendly personality

• Able to build morale and group commitment to goals and objectives

• Inspires respect and trust, while motivating team to perform well

• Able to take initiative within boundaries of policies and procedures

• Has exceptional energy, flexibility and professionalism 

• Enjoys offering exceptional service and meeting the needs of others

• Demonstrated ability to organise large groups

• Must be able to manage time and resources well

• Proven ability to maintain confidentiality

• Speaks clearly and persuasively in positive or negative situations

• Works ethically and displays integrity

• Treats others with respect and consideration regardless of their status or position

Qualifications

• Minimum 3 years experience in a hospitality or recreation environment

• Minimum of 1 year leadership experience

• Competent level of computer proficiency. Experience with Google Workspace is an asset

• Excellent communication and interpersonal skills

• Strong conflict resolution skills

• Results-oriented, analytical, entrepreneurial and proactive mindset

• Valid Ontario “G” driver’s license an asset

• First Aid & CPR-C; must be willing to obtain if not already certified

• Pleasure Craft License; must be willing to obtain if not already certified

Physical Aspects of Position (including but are not limited to)

• Comfortable working in and around water and in outdoor conditions (all seasons, all weather)

• Comfortable working in an office environment, sitting for periods of time on a computer

• Constant standing and walking throughout shift  

• Frequent lifting and carrying up to 50 lbs 

• Frequent kneeling, pushing, pulling, lifting 

• Occasional ascending or descending stairs and ramps