Indoor Guest Services Assistant Supervisor

CLOSING DATE: JUNE 30, 2026

Job Title: Indoor Guest Services Assistant Supervisor

Location: Whitewater Mountain Resort

Department: Indoor Operations

Reports to: Indoor Guest Services Supervisor

Employment Status/Type: Seasonal, Part Time (Aug-Oct) Full-Time (Nov - April)

Compensation: $, alongside further perks

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JOB SYNOPSIS:

Under the supervision of Indoor Guest Services (IGS) Supervisor, the IGS Assistant Supervisor will be a key member of the Guest Services Team. You will assist the IGS Supervisor in providing guidance to the dynamic Guest Services team to ensure an unforgettable experience for those visiting the resort. The IGS Assistant Supervisor is a hardworking team player who has a passion for customer service within the ski industry.

Key areas of responsibility will often be the first point of contact and a broad knowledge base for guests. You will assist the IGS Supervisor as directed, including supervising IGS staff, managing ticket sales and products, cash handling, guest inquiries, shuttle support, and lost and found management.

IMMEDIATE REPORTS

• Guest Services Representative
• Mountain Hosts

SUMMARY OF RESPONSIBILITIES

• Champion a sustainable approach in daily operations, planning, and development.
• Promote Whitewater’s safety culture by reviewing and amending where necessary but not limited to: Department Manuals, CDPP, Employee Handbook.
• Work to achieve department Key Performance Indicators (KPIs) to assist in achieving organizational goals.
• Embrace, promote and follow Whitewater’s mission statement and values.
• Maintain current knowledge of legal standards pertaining to waivers, equipment, safety regulations, and OHS practices.
• Assist in delivering IGS staff training.
• Ensure the waiver delivery process is followed with all guests.
• Oversee daily ticket sales, cash handling and daily reconciliation.
• Resolve customer questions/complaints.
• Oversee, assist, and provide coaching for staff members in providing quality customer service, resolving customer complaints, and attend to their requests.
• Provide reliable and responsive customer service.
• Assist in ensuring sufficient inventories for all IGS products and supplies and make order requests through the IGS Supervisor as needed (ski tags, ticket stock, card stock, etc.)
• Ensure opening and closing duties are appropriately done each day in a high-quality manner.
• Ensure lost & found collection and storage is kept tidy and organized.
• Ensure all staff members practice health and safety regulations and follow policies & procedures.
• Ensure the IGS building is kept clean, tidy, and presentable to guests.
• Provide a positive, memorable, and outstanding guest experience.
• General administrative duties.
• Perform other related duties, tasks and responsibilities as required from time to time.

REQUIRED QUALIFICATIONS/EDUCATION

• 2 Years in a guest experience role
• Supervisory and Performance Management an asset.
• Ski Industry, recreation for tourism experience is an asset.
• Excellent computer and cash handling experience.

SKILLS & ABILITIES

• Outstanding customer service and communication skills and should be able to handle high pressure situations.
• Experience in the customer services industry.
• Must be willing to travel to the mountain as well as work weekends and holidays as required.
• Excellent organization and time management skills.
• Excellent leadership skills and should be able to supervise and train the staff members that have been newly appointed.
• Flexible and adaptable to different changes and have good decision-making skills.

PLEASE NOTE: A current Criminal Records Check will be required as part of the hiring process