Guest Services Supervisor - Winter

Full Time
- Winter
- Hourly Guest Services Resort, Lake Louise, AB, CA

The Guest Services Supervisor is responsible for providing professional, quality customer service through the leadership of our Guest Services team. The supervisor is responsible for dealing with customer inquiries and complaints and will support staff in handling difficult situations that may arise. The successful candidate will strive to provide a positive brand experience for all guests.

• Providing high standards of service, exceeding customer expectations and leading by example
• Assist in the daily opening and closing procedures of guest services, ticket windows, switchboard and season pass desk
• Ensure adequate staff coverage in all working areas so there is minimal line-ups and queues.
• Communicate changes in policy, procedures, products, services, promotions, or any other alterations that affect delivery of customer service
• Assist with hiring, training and ongoing coaching of staff
• Ensure accuracy of all daily cash outs and that they are completed in an efficient and timely manner
• Oversee and approve product returns, refunds, exchanges, voids, customer credits, reports, and other transactions
• Assist the Guest services supervisor with scheduling and e-time
• Conduct seasonal employee performance reviews and evaluations – ensure to address poor performance related issues, if required
• Provide assistance to the Guest Services Manager, Accounting and Payroll as required
• Ensure adherence by team members of company and departmental policies and procedures
• Design and implement strategies to motivate the Guest Services Team to achieve departmental goals
• Assist with the planning and implementing of monthly staff incentives

• Ability to analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required
• Able to deal with staff and guests sensitively, tactfully, diplomatically, and professionally at all times
• Ability to supervise employees, including organizing, prioritizing, and scheduling work assignments
• Exceptional conflict resolution, negotiation, and objection handling skills
• Able to respond quickly in a dynamic and changing environment
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
• The ability to multi task in a fast paced environment
• Service oriented, assertive, flexible, outgoing and enthusiastic
• High level of proficiency with Microsoft Word & Excel, Outlook and Internet
• Cash handling experience preferred
• Switchboard experience / good phone manner
• 2 years previous customer service experience in supervisor role or supervisor experience

• LLSR lift pass (valued at approx. $1,600)
• Reciprocal discounts with other ski resorts
• Free group lessons and discounted private lessons through snow school
• Free LLSR recreational opportunities including tubing and sightseeing gondola rides
• Free employee transportation from Lake Louise, Banff and Canmore
• Food and Beverage discounts at designated cafeterias and restaurants
• Friend and Family discounted day passes
• Retail, Rental and Repair discounts
• Staff rates at Skoki Backcountry Lodge
• Complimentary tea, coffee and hot chocolate at designated cafeterias when you provide your own reusable mug
• Employee recognition programs
• Long Service Award programs
• Opportunity for educational growth and development
• Optional subsidized staff housing for full‑time employees
• Staff events, activities, and team building events throughout the season
• RRSP matching contribution depending on length of service
• Extended health care plan depending on length of service
• Year‑round employees may be eligible for spousal and family passes

5 days on/2 days off

Uniform shirt provided at cost, black pants and closed in shoes in accordance with appearance policy