Blue Mountain Resort Looking for Assistant Manager, Guest Services at The Blue Mountains, Ontario, Canada Full Time

WHAT’S IN IT FOR ME?

Resort Perks:

• Discounted recreation tickets you can share with your friends. Let them enjoy the zip lines, ropes courses and mountain coaster!
• Staff priced meals & Starbucks treats;
• Staff room rates at all our hotels;
• Retail savings at Burton, Columbia, North Face, Red Devil, Hillside, and more!

ASSISTANT MANAGER, GUEST SERVICES

The Assistant Manager, Guest Services will work in conjunction with the Manager of Guest Services and Senior Manager of Guest Experience to ensure strong and adequate leadership coverage for the department and all associated venues and roles. The Assistant Manager will focus on monitoring and maintaining daily operational processes and procedures as the Guest Service Department continues to develop and evolve.

This individual will play a key role in fostering an optimal sales and service culture in all Guest Services locations and functions and will ensure all related administrative responsibilities are managed accordingly. The Assistant Manager will collaborate with the leadership team to seasonally review and adapt the departmental training and orientation program to ensure effective instruction and inter-departmental cross training occurs.

The Assistant Manager will be growing and supporting the Subject Matter Expert program across the resort. The SME program supports any POS knowledge and upgrade roll outs. By supporting this program, the Assistant manager ensures that there is a standard set across the resort for all POS Sales.

The Assistant Manager is responsible for creating and managing the front-line and supervisory schedule for all seasons and assisting with budgetary labour alignment. The Assistant Manager serves as a mentor, leads by example, and provides support for all Guest Service staff, including participating in scheduled floor coverage if and as necessary.

• Full Time Hours, Year Round (Salary)
• Health and Dental Benefits

WHAT WILL I BE DOING?

• Providing leadership and support to evaluate and manage performance of all supervisors, be knowledgeable of all aspects of the department and its products, services, policies and procedures, especially in all matters relating to interactive sales and service recovery. Leverage and involve other departments. Ensure Supervisor team has the appropriate training.
• Designated Skills Trainer- Responsible for training and supporting all POS users (lodging, Rec Services and Groups) with the Subject Matter Expert program. Support and train departmental SME’s through Winter and Summer seasons. Create and Run testing program and provide feedback to the BA team. Assist with new POS functionality roll out and trouble shoot as required.
• Support the frontline, act as Ambassador on busy days, deal with conflict resolution, guest complaints and service recovery as necessary. In cooperation with the Manager, Season Passes and Partner Benefits, oversee the transition of the department from season to season; the opening, closing and moving of locations for a smooth and efficient changeover, including proper storage of equipment and signage.
• In conjunction with the Manager, establish appropriate and comprehensive leadership coverage; work closely with the leadership team to ensure unity, cohesion and cooperation. Provides assistance to build the staff schedule; align business needs and labour budget requirements; make recommendations on hiring needs based on returning staff percentages, manage shift change request protocol.
• Assist HR Recruiter and Guest Experience Manager with hiring and on-boarding.
• Manage timekeeping software to ensure all discrepancies are addressed prior to payroll cut-off. Monitors budgeted hours against schedule. In conjunction with the Manager, complete all necessary change forms in a timely manner. Manage vacation requests and inputting of vacation hours for all Guest Services employees.

WHAT DO WE NEED FROM YOU?

• Previous supervisory, training, coaching, and performance management experience, preferably within the hospitality industry.
• Excellent service recovery and conflict resolution skills in order to bring both guest and employee concerns to satisfactory closure.
• Ability to monitor and influence the bigger picture and the bottom line through strategizing to improve existing systems and sales procedures.
• Weekend Availability Mandatory

Blue Mountain Resort Company Overview

Blue Mountain Resort is Ontario’s largest mountain resort. Nestled on the shores of Southern Georgian Bay, on the traditional territory of the Anishinabek Nation: The People of the Three Fires known as Ojibway, Odawa, and Pottawatomie Nations. Only 90 minutes outside Toronto, Blue Mountain has become the four-season outdoor destination of the North. Winter at the Resort boasts 43 ski and snowboard trails across 365 skiable acres, enhanced by a world-class snowmaking system. Summer months offer a variety of activities including golfing at Monterra Golf, playing on the attractions in the Adventure Park, and hiking or biking in the 30km trail network in the Explore Park. At the base of the Mountain, guests can enjoy a stay in one of the 1,000 luxury accommodation units and experience an assortment of unique concept restaurants, bars, and retail stores in the pedestrian Village. With 53,000 square feet of state-of-the-art conference space, Blue Mountain caters year-round to groups and special events. Blue Mountain is owned by Alterra Mountain Company. Visit www.bluemountain.ca for more information.

Alterra Company Overview

Alterra Mountain Company is a family of 15 iconic year-round destinations, including the world’s largest heli-ski operation, offering the Ikon Pass, the new standard in season passes. The company owns and operates a range of recreation, hospitality, real estate development, food and beverage, retail and service businesses. Headquartered in Denver, Colorado, with destinations across the continent, Alterra Mountain Company is rooted in the spirit of the mountains and united by a passion for outdoor adventure. Alterra Mountain Company’s family of diverse playgrounds spans six U.S. states and three Canadian provinces: Steamboat and Winter Park Resort in Colorado; Palisades Tahoe, Mammoth Mountain, June Mountain and Big Bear Mountain Resort in California; Stratton and Sugarbush Resort in Vermont; Snowshoe in West Virginia; Tremblant in Quebec, Blue Mountain in Ontario; Crystal Mountain in Washington; Deer Valley Resort and Solitude Mountain Resort in Utah; and CMH Heli-Skiing & Summer Adventures in British Columbia. Also included in the portfolio is Alpine Aerotech, a worldwide helicopter support and maintenance service center in British Columbia, Canada. Alterra Mountain Company honors each destination’s unique character and authenticity and celebrates the legendary adventures and enduring memories they bring to everyone.

For more information, please visit www.alterramtnco.com.

Blue Mountain Resort is committed to supporting a culture of diversity and inclusiveness across the organization. We believe in equal opportunity and it is our priority to ensure a barrier-free recruitment and selection process. If you are contacted for a position, please notify Human Resources of any accommodation needs you may have during the selection process. Information received regarding the accommodation needs of applicants will be addressed confidentially.