Lesson Supervisor - Guest Experience

Title: Lesson Supervisor 
Reports to: Guest Experience Managers  
Department: Guest Experience  
Start Date: Mid-October 2024 

SUMMARY OF RESPONSIBILITIES: 

Reporting to the Guest Experience Managers, the Lesson Supervisor will be the main liaison between the Guest Experience and Snow School departments to ensure that adequate processes are in place for the check-in and coordination of all Ski & Snowboard School single-day and multi-day lessons. The Lesson Supervisor will oversee that all Lesson and Camp programs are offered appropriately based on volume and instructor availability, be responsible for the guest experience of lesson participants on the day of their lessons, and be responsible for dealing with any feedback from guests regarding this process. The Lesson Supervisor will be responsible for the supervision of the lesson check-in frontline staff. On low-volume days the Lesson Supervisor will take on the responsibilities of a Guest Experience Supervisor where required.

RESPONSIBILITIES: 

• To uphold Mt Seymour’s mission “To excite and engage everyone in mountain recreation by providing fun, safe, and enriching experiences.” 
• Assisting with the development and implementation of Mt Seymour policies, and explaining these to the Supervisors, staff, and guests.
• Provide exceptional customer service, handle customer queries and complaints quickly and efficiently, and make informed decisions to resolve guest situations.  
• Participate and/or lead daily team shift meetings to inform, direct, and motivate your team.  
• Ensure that day-to-day operation, product and service updates are communicated to all frontline staff in order for them to provide accurate information to guests.  
• To supervise Single-Day and Multi-Day Lesson Check-in Hut and Bears Den frontline staff.
• To oversee the check-in and coordination of all Single-Day and Multi-Day lesson bookings and to effectively delegate associated tasks to Lesson Check-in staff. 
• Be the main liaison between the Guest Experience and Snow School departments to ensure that both departments are working together to provide a positive guest experience. 
• Ensure strong communication to effectively liaise with the Snow School staff during Multi-Day and Single-Day lesson check-in. 
• Oversee that Single-Day Lesson check-in sheets and camp masters are produced/updated for each day of operation. 
• Attend day 1 camp meetings to ensure good quality cross-department feedback is communicated. 
• Work closely with the Rentals Department to ensure lesson rental information is communicated for all Multi-Day camps. 
• Liaise with Snow School on the delivery of Single-Day and Multi-Day lesson programs. 
• Ensure that Lesson Check-in staff handle all Single-Day and Multi-Day check-ins, in a prompt and professional manner. 
• Manage the lesson feedback that is received from guests and liaise with the Snow School to address it accordingly. 
• Handle customer inquiries and complaints quickly and efficiently.
• Work closely with the Call Centre Supervisors to monitor the availability of make-up lessons and ensure accurate processing. 
• Ensure that day-to-day lesson status is communicated to all Supervisors for them to provide accurate information to the frontline staff and guests.  
• Ensure that all frontline equipment and POS systems in the Lesson Check-in areas are maintained and in good working order on a daily basis.
• Ensure that your working area and all guest facing areas are clean, tidy, and presentable.  
• Oversee cashouts for Lesson Check-in areas, ensuring any cash registers are closed properly and the cash and related reports are properly deposited.  
• Assist the Managers with initial and ongoing training and development of frontline staff.
• Take ownership of other related administrative duties & additional tasks assigned as required.

WHAT WE REQUIRE FROM YOU: 

• Available for 5 shifts per week – 8hrs per day.
• Previous customer service and sales experience in a lead or supervisory position.
• Good knowledge of the winter recreation industry (lesson structure knowledge preferred).
• Previous experience as an instructor or lesson coordinator is an advantage. 
• Proficient with MS Office.
• Knowledge of Siriusware is considered an asset. 
• Excellent oral and written communication skills.
• Strong people skills – listening, perspective, and empathy.  
• Strong conflict resolution skills with the ability to remain calm and patient.  
• The ability to make fair and informed decisions within the business policies.  
• Excellent phone and email etiquette.
• Fantastic attention to detail.
• Outstanding organizational skills.
• Cash handling and cash reconciliation experience an asset.
• Goal-orientated with good time management abilities. 
• Ability to be a supportive and motivated team leader, leading your team by example.  
• Ability to work well in a team, under pressure, and in a busy environment.   
• Ask for help when you need it, own your mistakes, and always be open to corrections.  
• Flexibility in your schedule during high volume periods of the winter season, and a commitment to your agreed availability.

TERMS OF EMPLOYMENT: 

• Seasonal Full time: October to April.
• Hourly rate: $20/hour
• Opportunities for continued work throughout the Summer may be available.  
• Must hold a valid work VISA, Permanent Residency, or Canadian Citizenship. 
• Must be available to work weekends, holidays, and some evening shifts.  
• Must be available to attend all on-hill training dates (mid-October through early December).