Guest Services Assistant Supervisor - Winter 24/25

The Lake Louise Ski Resort is a world-class ski area nestled in the heart of the Canadian Rockies. We are a year-round operation, operating as a ski resort in the winter months and as a wildlife interpretive centre and sightseeing gondola in the summer months.

Whether you want to work indoors or outdoors, no day will ever be the same. As an employee you can expect a great working environment, employee benefits, competitive wages and the experience of a lifetime.

At present some of our Winter Employee Perks include:

• LLSR lift pass (valued at approx. $1,500)
• Reciprocal discounts with other Ski Resorts
• Free group lessons and discounted private lessons through snow school
• Free LLSR recreational opportunities including guided snowshoe tours and tubing
• 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
• Awesome 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
• Employee discounts at Lake Louise Ski Area Daycare, eligibility criteria apply

Job Description:

The Guest Services Assistant Supervisor is responsible for providing professional, quality customer service through the leadership of our Guest Services team. The assistant 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.

Job Responsibilities:

• Providing high standards of service, exceeding customer expectations and leading by example by selling tickets/passes, answering phones/emails, and performing administrative duties
• Assisting in the daily opening and closing procedures of guest services, ticket windows, switchboard and season pass desk
• Assisting with training and ongoing coaching of staff
• Ensuring accuracy of all daily cash outs and that they are completed in an efficient and timely manner
• Overseeing and approving product returns, refunds, exchanges, voids, customer credits, reports, and other transactions
• Assisting with the planning and implementing of staff monthly incentives
• Assisting the Guest Services Supervisor/Manager with scheduling and e-time, if required
• Assisting with conducting seasonal employee performance reviews and evaluations - ensure to address poor performance related issues, if required
• Providing assistance to the Guest Services Supervisor, Guest Services Manager, Accounting and Payroll, as required
• Ensuring adherence by team members of company and departmental policies and procedures

Job Requirements/Qualifications:

• 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 analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required
• 1-2 years of supervisory or leadership skills required
• 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 multitask in a fast-paced environment
• Reliable, service-oriented, assertive, flexible, outgoing and enthusiastic
• Able to work outside in all weather conditions
• Strong communication skills
• High level of proficiency with Microsoft Word & Excel, Outlook and Internet
• Cash handling experience required
• Administrative experience preferred
• Switchboard experience / good phone etiquette
• Previous customer service required

Work Schedule:

Typically, 5 days on / 2 days off (will vary based on business levels)

Dress Code:

Uniform shirt provided (at cost), black pants