Duty Manager - Mountain Check-In - Winter 2026/27

Big White Ski Resort•Area E (Beaverdell/West Boundary), BC

3d•Onsite

About The Position

Big White Ski Resort is seeking a full-time seasonal Duty Manager for their Mountain Check-In Front Desk Team. This role is crucial as the 'face of the resort,' responsible for greeting and registering guests from around the world. The 24-hour desk is the central hub for the condo accommodations department, experiencing consistent activity with direct and group arrivals. The ideal candidate will provide friendly, efficient, and professional customer service in a fast-paced environment. As a Duty Manager, you will lead and direct the Front Desk team to ensure smooth operations and exceed guest expectations.

Requirements

Previous Management or Supervisor experience
Customer service experience
Excellent communication skills
Reliable and responsible
Quick thinker and strong ability to problem solve
Strong complaint handling and resolution skills
Team Management skills
Detail orientated
Professional appearance and manner
100% guest service oriented, having excellent people skills
Energetic and upbeat personality, contributing to the to the positive work atmosphere
Must have full-privileged BC driving license (no L’s, N’s or P’s) or be willing to obtain one
Must have had a driving license for 3 years with a clean driving record
Must be legally entitled to work in Canada
Ability to work well under pressure in a fast-paced environment, handling high volumes of challenging guest-related interactions with professionalism

Responsibilities

Assist in training new hires
Supervise Front Office staff, including Front Desk, Drivers, Night Auditors & Bellpersons ensuring a high level of customer service is maintained at all times
Ensure a professional appearance is maintained by yourself and all staff
Participate in and pass our Driver Training Course
Uphold and enforce company policies
Handle all guest interactions with the highest level of hospitality and professionalism
Troubleshoot all guest issues / problems, determine resolves and process all guest compensation issues
Ensure accurate information is provided to all clients with respect to all Big White and Big White Central Reservations products
Conduct Direct, Travel Trade and Group guest check in and check outs following all correct procedures
Make walk-in reservations ensuring all bookings made adhere to Big White Central Reservations payment and cancellation policies
Take cash, credit card and debit card payments when necessary
Answer and direct a high volume of incoming calls in a professional and consistent manner
Assist guests with all questions and reasonable requests, keeping up to date on all current mountain events and conditions
Ensure high level of customer service is maintained at all times with genuine care to attention and detail
Handle all guest interactions with the highest level of hospitality and professionalism
Assist shuttle drivers with guest and luggage pick up and drop off
Build a strong relationship with all departments, including Call Centre, Groups, Transportation, Housekeeping, Maintenance and Owners Relations
Fulfill tasks in a time sensitive manner
Follow all Health & Safety protocols and procedures
Work with Management to access and improve procedures and policies
Develop a good understanding of village layout and be able to give directions to all units in rental pool and amenities on mountain
Ensure Front Office and Lobby area is clean and tidy at all times
Any other reasonable requests made by a Central Reservations Manager