Guest Experience Representative

 

Reports to: Guest Experience Supervisors & Managers 

Department: Guest Experience 

Job Type: Full Time 

Location: Blend of On-hill & Work from home shifts 

Start Date: November 16, 2021 

Summary of Responsibilities: 

Reporting to the Guest Experience Supervisors, the Guest Experience Representative is responsible for performing the day-to-day tasks required in the operation of the Guest Experience department. Working in some or all areas of the department (including Season Pass & Ticket Office, Call Center, Lesson Check-in areas, & Snow Play ticket booth), the Guest Experience Representative will answer general inquiries about the products and services available, and will process sales of passes/tickets, rentals, lessons and camps - ensuring guest satisfaction. 

 

This position is right for you if: 

  • You genuinely enjoy helping guests with knowledge, purchases and questions 

  • You thrive in active and busy environments 

  • You love working in a family-oriented team, where your colleagues become your friends 

  • You want to ski, snowboard, snowshoe, toboggan, or tube for FREE all season long, and enjoy many more great staff perks 

  • You want to share the stoke with our guests and keep the energy high 

  

Responsibilities: 

  • To uphold Mt Seymour’s mission “To excite and engage everyone in mountain recreation by providing fun, safe and enriching experiences”. 

  • Compliance with all Mt Seymour policies and procedures as set out in the Employee Handbook and Guest Experience Operations Manual 

  • Make decisions from a perspective that supports the Guest Experience department, coworkers, other mountain staff, and the company as a whole 

  • To provide exceptional customer service 

  • To gain in depth knowledge of the products and services Mt Seymour offer, and effectively sell, and answer inquiries regarding them, via face to face & phone interactions. 

  • To ensure guests receive a positive experience in all aspects of their communication and visit to Mt Seymour 

  • Accurate processing of debit & credit card transactions 

  • Handle customer queries quickly and efficiently  

  • Use own discretion in resolving complaints with a good understanding and awareness of mountain and department policies with the support of Guest Experience Supervisors 

  • To work closely with all members of Mt Seymour staff to ensure all information provided to guests is up to date, correct, and clearly communicated 

  • Other related administrative duties as required 

 

Requirements: 

  • Previous experience in a guest service or sales position 

  • Intermediate knowledge of computer software programs such as Microsoft Word and Excel 

  • Knowledge of Siriusware Point of Sale (POS) is considered an asset 

  • Strong commitment to guest service 

  • Excellent interpersonal and communication skills, with the ability to use good perception and judgment for quickly resolving guest problems 

  • Friendly & professional phone etiquette 

  • Positive attitude and self-starter with great initiative 

  • Supportive team member 

  • The ability to work well under pressure and in busy environments 

  • Ability to learn and take on many new tasks quickly 

 

Terms of Employment: 

  • Seasonal, November 2021 to April 2022 

  • Opportunities for continued work throughout the Summer may be available 

  • Must be available weekends, holidays and some evenings 

  • Must be available to attend all on hill training dates (3 full days) 

  • Must adhere to all Covid-19 protocols currently in place by Mt Seymour