Lead Hands for Nordic Touring Centre - Whistler , BC

We are an established and growing winter recreation area featuring the Alexander Falls Touring Centre providing convenient access to a full range of Nordic adventure including classic, skate, and wilderness cross-country skiing, dog-friendly trails, as well as forest and meadow snowshoeing, magnificent alpine ski touring slopes, and deep deep powder.   We are currently seeking an energetic, self-motivated and positive couple to join the team  and to fill the Live-in roles here.  As a duo these positions are a great entry into the ins and outs of growing a unique wilderness adventure operation.  Key skill sets require strong guest service and sales, with a healthy dose of administration.

These are among the most important roles on the team because you are the FIRST people that greet our customers when they walk to the base or when they call or email us with an inquiry. It is your friendly, genuine and caring attitude that turns inquiring people into happy customers.  In these positions, you will be the go-to team members for the Falls, Centre, and Ski Shop.  Above all, you must have a zest for life and a desire to be active and to learn and to share your experiences with others. It is this passion for living that we strive to deliver to each of our guests – if you can live it, so can they.

Does this sound like you? You are a socially engaging pair and passionate about outdoor adventure with an eye for the many details involved in delivering extraordinary guest service. You are self-starters with an incredible work ethic, quick to learn new skills, adept at problem-solving and able to work with little to no supervision. Critical feedback is taken as a challenge and you enjoy taking on the responsibility to 'make it right'. You are team players who exemplify the term ‘Jack/Jill' of all trades. 

Key Accountabilities/Deliverables

Ski Shop Frontline Service & Sales 

·       Act as ambassador & liaison for company with customers, proactively building relationships

·       Warmly welcoming and engaging all customers with genuine dialogue about daily snow conditions, trail highlights/tips, and enthusiasm for Nordic pursuits

·       Identify customer needs, then employ expert product knowledge and selling techniques to promote products, services, packages, etc.

·       Demonstrate, fit, or measure retail merchandise for customers

·       Advise customers on how to care for and use products

·       Find the proper rental boot fit for each customer to create positive Nordic experiences

·       Recommend rental equipment sizes and ensure they are set correctly for skill level (ski/pole lengths)

·       Maintain cleanliness of the Falls Base facilities, the shop, and proper storage of all equipment

·       Contribute daily to various social media channels in a way that will enhance our brand and communicate experiences available at the Touring Centre

·       Respond to emails and phone calls in a timely manner

Ski Shop Administration & Management

·       Setting up the Ski Shop at the start of the season / Closing at the end of the season

·       Merchandise products in a way that optimizes sales

·       Conducting performance measure evaluations and optimizing sales methods to increase ski shop revenues

·       Account for all security issues involving cash, theft, liability and premises

·       Maintain store inventory levels and assist in the development of purchase plans that co-ordinate successfully with fiscal sales projections

·       Operate POS system and all related procedures (ie. process payments, perform daily cash-outs)

·       Collecting data/statistics on customer demographics

·       Develop and maintain a standard of excellence and expertise in ski preparation & waxing, binding installations, repairs, and all other equipment services

·       Maintain accurate sign-out/return of rental inventory (check returned rentals for damage)

·       Ensure that any required building maintenance is taken care of:  general housekeeping such as snow-shoveling, washroom checks, emptying waste bins, and vacuuming

·       Schedule Product Knowledge sessions with various sales representatives

·       Assist in recruiting, interviewing, hiring, and training as required

·       Train and schedule the Centre Associates to support holiday and weekend periods

Our Touring Centre Marketing & Business Development

·       Updating the ‘Current Conditions’ reports on our  websites and publishing a ‘Current Conditions’ social media post no later than 9am daily

·       Oversee and develop the Volunteer Program (recruitment, scheduling, managing and retaining an enthusiastic volunteer pool)

·      Collaborating with key departmental personnel of WOP to support long-range business development of our joint venture

·      Pursuing innovations of our current products, services, and sales methods to increase market potential and maximize revenues

·      Development, planning, and implementation of seasonal recreation programs and special events

·      Implementing new day programs in the activity engine booking system (www.webrezpro.com)

·      Preparation of the Annual Season Review Report, analyzing performance indicators and resource outcomes

·      Formulating and presenting annual recommendations, then seeing them through to implementation

Journeyman Lodge Guest Services & Sales 

·       Use selling techniques to promote packages, products, services etc.

·       Capture sales leads and advance them through the sales pipeline in a friendly and engaging manner

·       Estimate or quote prices, policies, itineraries and travel information

·       Counsel customers on terms and conditions of reservations e.g. cancellation policies

·       Book reservations in the webrezpro property management system

·       Process payments and refunds; reconcile accounts and ensure comprehensive record keeping with company’s Accountant

·       Communicate with Lodge Host team about upcoming reservations and guest expectations

·       Diligent maintenance of customer relations systems working to increase our repeat and referral business (ie. email templates, guest expectations, key webpages)

·       Identify and solicit new clients or target groups

·       Assist management with sales campaigns and hitting projected sales targets

Marketing/Social Media Initiatives 

·       Generating, editing, publishing and sharing daily social media content including writing posts to publicize events, marketing campaigns and potentially product launches

·       Assist management with content marketing activities such as blog maintenance, and e-newsletter administration