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Assistant Manager, Guest Services
Company | Blue Mountain Resort |
Address | The Blue Mountains, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Hospitality |
Expires | 2023-07-29 |
Posted at | 10 months ago |
Year Round
- Staff priced meals & Starbucks treats;
- Retail savings at Burton, Columbia, North Face, Red Devil, Hillside, and more!
- Discounted recreation tickets you can share with your friends. Let them enjoy the zip lines, ropes courses and mountain coaster!
- Staff room rates at all our hotels;
- Full Time Hours, Year Round (Salary)
- Health and Dental Benefits
- 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.
- 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.
- 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.
- Assist HR Recruiter and Guest Experience Manager with hiring and on-boarding.
- 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.
- 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.
- Ability to monitor and influence the bigger picture and the bottom line through strategizing to improve existing systems and sales procedures.
- Previous supervisory, training, coaching, and performance management experience, preferably within the hospitality industry.
- Weekend Availability Mandatory
- Excellent service recovery and conflict resolution skills in order to bring both guest and employee concerns to satisfactory closure.
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