Guest Services Representative

GUEST SERVICES REPRESENTATIVE

Reports to: Guest Services Lead

Hudson Bay Mountain Resort is a community focused ski resort located 20km west of Smithers in beautiful Northern British Columbia. In operation since 1969 Hudson Bay Mountain Resort offers over 300 acres of skiable terrain and over 500 meters of lift accessed vertical, offering a wide variety of terrain, for beginners, novice and advanced skiers and snowboarders.

The Guest Services Representative is a part time, seasonal position that provides a first point of contact for guests and ensures their questions and queries are answered. They are responsible for ticket and pass sales and customer questions and concerns. When standing in for the Guest Services Lead, they are responsible for on-mountain admin tasks such as cash outs and bank deposits. They are also responsible for monitoring and recording all radio communications, relaying information and dispatching resources as well responsibilities in assisting with Snow School and in the Rental Shop.

Key Responsibilities:

Guest Services

• Ensures proper float amount at the start and end of day
• Ensure the cash report for their till is correct and balanced
• Investigate any overages or shortages in their till
• Provide documentation and reasons for ALL discounts
• Maintain a good relationship with Guests while maintaining a courteous and professional attitude
• Follows all health and safety procedures according to the Team Manual
• Fosters an atmosphere of partnership and cooperation
• Promotes positive teamwork in the GSO as well as in other HBM locations
• Ensures guest payments are taken in a timely and professional manner
• Issues tickets and season passes for guests
• Answers all inquiries about mountain activities, directs guests to appropriate help
• Looks for opportunities to offer additional services
• Notifies Manager of any incidents
• Sets out all consumable supplies
• Maintains adequate inventory and notifies Manager when short
• Washroom maintenance
• Maintains tidy and organized work area
• Handles cash and balances against system
• Works cooperatively in a team based environment
• Carries out other related duties as assigned in a variety of departments

Key Responsibilities when standing in for GS Lead:

• Processes end of shift reports from all tills for accounting
• Performs opening and closing duties
• Checks daily with each department head to be informed of all activities and events
• Prepares a public morning memo (Kickstart) with weather, groomed runs and activities
• Updates the website and snow phone twice daily
• Prepares, picks up and manages change orders
• Takes care of the Mountain Bank by giving proper change when requested and ensuring the Bank is always balanced

Base 1 Radio Communications

• Monitors and records radio communications. Takes action where required
• Locates and dispatches necessary resources and relays information
• Provides training on radio use to employees
• Completes any and all paperwork in a timely manner

Snow School Assistant

• Answers snow school emails and assists in preparing group and school group schedules
• Responds to voicemails left on the Snow School phone
• Coordinates booked lessons with the Rental Shop and Snow School and keeps the Google Drive lesson booking sheets up to date
• Help with School Groups by printing off accurate number of tickets, and tallying amounts owing for invoice at the end of the day, as well as know how to create those invoices
• Assists in organizing Kids Kamp groups/bus schedule/crafts

Rental Shop

• Carry out all transactions in a friendly and professional manner
• Perform accurate end of day Cash Outs
• Ensure proper float amount is present at beginning and end of day, and cash report is balanced and correct
• Inform guests of lesson details and book lessons accurately for guests
• Ensures rental forms are completely filled out before proceeding with equipment
• Stands in for the Inside Operations Manager when they are taking days off
• Assists in the Rental Shop where necessary ex: running the till, setting/teching rental equipment

Qualifications:

• Education: High school diploma is required.
• Experience: At least one year Guest Services experience is required
• Experience: At least one year cash handling experience required
• Experience: At least one year of radio training is required
• Good organization and attention to details
• Ability to complete written logs
• Willingness to work a flexible schedule
• Self-motivated and able to work in a fast paced environment
• Ability to handle moderate physical lifting and movement
• Knowledge of relevant health and safety regulations
• Knowledge of basic math
• Excellent interpersonal skills with employees as well as the general public
• Organized with strong administrative and time management skills
• Knowledge of the Alpine Responsibility Code