Assistant Manager, Nordic Operations

PRIMARY OBJECTIVES

Oversee the daily operations of the Raven Lodge and activities related to cross-country skiing, snowshoeing, and fat biking.

Responsible for both the indoor and outdoor operations, including rentals, guest services, retail, café and outdoor trail maintenance.

RESPONSIBILITIES :

• Train new employees ensuring they have all the tools needed to provide exceptional customer service and perform their job both safely and effectively.
• Daily supervision of both indoor and outdoor staff.
• Function as a point of contact for all staff, assisting with questions and guest / program-related issues.
• Delegate and / or perform general janitorial duties as needed.
• Maintain appropriate staffing levels to achieve budgeted results and adjust to business volumes as needed.
• Communicate and liaise with other Leads, assigning daily tasks and ensuring they are being accomplished.
• Assist in dealing with monetary tasks / issues such as ensuring all cashouts are correct and submit, collect change when required and record / report all cash related concerns to the Manager.
• Help monitor the Nordic email and phone lines; return messages, provide answers to guest inquiries, book lessons, etc.
• Provide regular and timely feedback to team members.
• Ensure staff breaks are covered and ensure the operation runs smoothly even if guest numbers exceed what was planned.
• Proficiently use the POS system, Siriusware, troubleshooting issues as needed.
• Lead Morning Meetings in the absence of the Manager.
• Daily building safety checks of the Raven Lodge.
• Clearing snow from all walkways and decks.
• Lead snowshoe tours as Snowshoe Guide as and when needed.
• Support the Raven Retail and Rental areas as and when needed.
• Assist with end-of-the-day trail sweeps.
• Assist in ordering signage, tools, replacement parts, etc for the Nordic Centre.
• Set up and maintain trail signage on Cross-Country, Snowshoe and Fat Bike trails.
• Maintain the Snowshoe and Fat Bike trails, reporting any hazards to the Manager.
• Perform additional duties such as assisting in the Retail, Rentals and Cafe areas as required.
• Be prepared to switch locations at no notice depending on guest volume and weather.

QUALIFICATIONS :

• Post-secondary education in Tourism, Hospitality and / or Adventure Tourism is an asset.
• Demonstrates leadership qualities and the ability to make decisions that balance value to our guests and profitability to the resort.
• Scheduling flexibility and availability to work full-time hours throughout the winter.
• Previous experience providing leadership and coaching to employees.
• Excellent knowledge of the Comox Valley and surrounding area as well as a passion for people and the outdoors.
• The ability to remain calm under stressful and high-volume situations.
• Mature and friendly.
• This position is a physical one that requires standing, sitting, repetitive motions, lifting, etc.
• Ability to work outside daily, in all weather conditions.

TRAITS & COMPETENCIES :

Business Acumen : Ability to understand the business implications of decisions and the ability to strive to improve organizational performance.

Awareness of business issues, processes and outcomes as they impact the guests and the organization’s business needs.

• Improving Operations : ability and motivation to apply one’s knowledge and past experience for improving upon current modes of operation within Mount Washington Alpine Resort.
• Leadership : has the desire to lead others, including diverse teams. Sets direction and operates in keeping with an understanding of the industry, political climate, market dynamics and business priorities of the company.
• Empowerment : ability to share responsibility with individuals and groups so that they have a deep sense of commitment and ownership.
• Change Management : ability to support a change initiative that has been mandated within the organization. Can provide the ongoing guidance and support that will maintain enthusiasm and commitment to the change process.
• Holding People Accountable : can set high standards of performance and holds team members, outside contractors, industry agencies, etc.

accountable for results and actions.

• Communications : Openly communicates in an honest, persuasive and articulate manner.
• People Skills : Treats people fairly, with dignity and integrity, to promote commitment and productivity. Develops others by providing a supportive growth environment and by coaching and mentoring.

Demonstrates effective interpersonal skills and works cooperatively and effectively within and across organizational units to achieve common goals.

Relationships / Guest Focus : Seeks and builds internal / external relationships and collaborations. Brings excellence to internal or external guests by focusing efforts on discovering and meeting their needs.

Delivers and trains customer service as described in the Above and Beyond program.

• Results Focus : Focuses efforts on achieving quality results consistent with the MWAR current and future business strategies.
30+ days ago