Team Leader - Whistler

Alterra Mountain Company•Whistler, BC

7d•Onsite

About The Position

Team Leaders (aka shift managers) are responsible for upholding Ski Butlers customer service standards while managing the flow of day-to-day operations. No two days are the same as a team leader! Adapting to the environment, managing expectations and leading by example are all qualities of highly effective leadership, especially in this role. Ski Butlers was founded in 2004 to take the hassle out of renting equipment and to bring our shared love for the mountains to customers, partners and team members. We have cultivated an extraordinary team culture over the past 20 years rallying behind collaboration, accountability and fun above all else. Our mission is to make ski vacations convenient by tapping into our shared passion, culture and fun work environment to create a customer experience unlike any other. Ski Butlers is the global leader in ski and snowboard rental delivery now servicing over 40 resorts in North America and Europe. This was made possible by embodying our 5 core values listed below: Service | Simple | Purposeful | Curious | Give. Delivering exceptional service, being purposeful, keeping it simple, remaining curious and giving back to our communities amounts to the foundation Ski Butlers was built on. As team members, we don’t stop there. Our culture is about being a part of something bigger. Whether it’s contributing to our net zero climate initiatives, building lifelong friendships or making a customer’s vacation memorable, a job at Ski Butlers will be the best decision you make. Ski Butlers is a standalone business within Alterra Mountain Company's family of mountain destinations. Alterra Mountain Company is a family of iconic year-round mountain destinations, the world’s largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 60 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure.

Requirements

Expect weekend and holiday work.
Drivers License - All Certifications

Nice To Haves

Previous hospitality experience preferred, not required!

Responsibilities

Opening and closing the shop daily
Pre and post shift team meetings, ensuring each Ski Technician understands expectations and responsibilities for that shift.
Plan delivery routes, support calls and pickups for the current and upcoming shift.
Respond to customer phone calls, text messages, emails and voicemails in a timely manner.
Dispatch ski technicians on reactive support calls
Ensuring brand standards are being met daily i.e.: uniforms, vans, equipment, shop cleanliness, etc.
Upselling existing guests via phone calls/texts in pre-delivery communication
Setting up the next shift for success
Sizing guests in the proper equipment for orders as they come into our system
Schedule work assignments for the following shift.
Real-time feedback and coaching, both positive and constructive, to ensure we are meeting our Key Customer Requirements
Assisting labor management during slow periods
Taking reservations and issuing refunds
Assist with delivery and support service operations as needed