Touring Centre Lead Hands - Whistler, BC

Key Accountabilities/Deliverables

Frontline Service (65%)

• Act as ambassador & liaison for company with customers, proactively building relationships
• Maintain cleanliness of Alexander Falls Base facilities, the shop, and proper storage of all equipment
• Ensure that any required building maintenance is taken care of (snow-shoveling)
• Warmly welcoming and engaging all customers with genuine dialogue about daily snow conditions, trail highlights, and enthusiasm for Nordic pursuits
• Employ expert product knowledge and selling techniques to promote products, services, packages, etc.
• Update both outdoor and digital weather/trail conditions boards daily
• Contribute daily to various social media channels in a way that will enhance Callaghan Country brand and communicate experiences available at Alexander Falls Touring Centre
• Respond to emails and phone calls in a timely manner

Ski Shop Sales & Administration (15%)

• 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)
• Maintain accurate sign-out/return of rental inventory (check returned rentals for damage)
• Find the proper boot fit for each customer to create positive Nordic experiences 
• Recommend equipment sizes and ensure they are set correctly for skill level (ski/pole lengths)
• Train and schedule Ski Rental Shop/Retail Sales Associates to support holiday and weekend periods

Marketing/Social Media Initiatives (10%)

• Collecting data/statistics on customer demographics
• Generating, editing, publishing and sharing daily social media content including writing posts to publicize events, marketing campaigns and potentially product launches
• Moderating all user-generated content as per the moderation policy for each community forum
• Analyzing and reporting on social data/metrics, insights and best practices, and then acting on the information
• Monitoring trending conversations, audience insights and overall performance of the business within social media channels
• Seeking opportunities to improve and strengthen the brand through digital storytelling
• Coordinating site visits with Bloggers and key media influencers and leveraging their content

Journeyman Lodge Guest Services & Sales (10%)

• Use selling techniques to promote packages, products, services etc.
• 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
• Work with Adventure Coordinator to process payments and refunds; reconcile accounts
• Communicate with the Adventure Sales Coordinator about upcoming reservations, to determine rental requirements
• Identify and solicit new clients or target groups