Team Lead, Guest Relations

What the role is all about The Team Lead, Guest Relations is a member of the Guest Experience Operations Team reporting to the Director, Guest Experience. This position is responsible for assisting the Manager, Guest Relations with overseeing the general day to day operations and the supervision of the entire Guest Relations team. As the first point of contact for the WinSport customers, this position must inspire the Guest Relations team to always put customers' needs first and consistently display a professional and friendly attitude.

Job Details Description The Team Lead, Guest Relations is a member of the Guest Experience Operations Team reporting to the Director, Guest Experience. This position is responsible for assisting the Manager, Guest Relations with overseeing the general day to day operations and the supervision of the entire Guest Relations team. As the first point of contact for the WinSport customers, this position must inspire the Guest Relations team to always put customers' needs first and consistently display a professional and friendly attitude.

The individual will work to ensure the effective running of the operation within Guest Relations, including the Front Desk, Call Centre, Rentals & Tech Shop and Mini Golf while providing support to the other areas of the organization when required.

What You Will Be Doing

Ensure adequate balance between schedule coverage and labor is maintained throughout day-to-day operations of all Day Lodge venues in Guest Relations

Opening & closing of venues, maintaining cash floats and assisting with reconciling cash outs at end of day; ensuring team members are completing daily checklists

Coach and mentor all Guest Relations team members through Leadership support and effective communication

Conduct regular performance check-ins and assist with goal setting for frontline team members; provide feedback and monitor progress; identify areas of improvement and provide additional training to help them succeed

Assist with designing, implementing and maintaining team member training programs and manuals in conjunction with the Guest Relations Manager

Assist with facilitating training of all new team members

Conduct daily, weekly & monthly reconciliation of Sunshine Cards and Canadian Lift tickets

Perform daily edits and updates of timecards, time off requests and shift swaps to prepare for bi-weekly payroll submission

Participate in regular communication with team members from other departments to stay up to date on key operational information; ensure all updates are clearly communicated and cascaded down to frontline GR team members in a timely manner

Support and facilitate the bi-annual switch between winter and summer seasons; assisting the GR Manager with feedback on contract extensions and number of required team members in shoulder seasons

Track, organize and manage any maintenance, supply orders, and set up required for proper operation of all Guest Services areas, including the Rental and Tech Shop.

Foster a guest-focused culture by collaborating and resolving customer concerns within and outside of the Guest Relations work areas

Always demonstrate a safe work practice by adhering to all WinSport safety policies and procedures and ensuring one’s own safety is preserved along with the safety of fellow team members, direct reports, and WinSport guests

Administrative tasks and other duties as required

What You Bring

3+ years’ experience in relevant customer service roles

2+ years’ experience leading/supervising a team

Ability to work effectively within a team with a strength in multi-tasking under stressful and busy circumstances

Strong time management skills

Excellent written and verbal communication skills

Strong attention to detail and organizational skills

Ability to handle conflict and make independent, time-sensitive decisions

Proficiency in all office products

Experience working with point of sale (POS) software and daily cash reconciliations

Flexible and willing to work a variety of days/shift times and hours including evenings, weekends, and holidays

Previous experience working in a rental shop, tech shop, call center, front facing with guests or similar environment is an asset

You Will Be

Standing, sitting and walking for prolonged periods of time

Office and outdoor environment

Shifts including daytime, evening, weekends and holidays on a scheduled basis throughout the year (including busy seasons and shoulder seasons)

WinSport Team Lead Behaviour Expectations

Collaboration

Aligns daily work to shared team and partner goals.

Addresses breakdowns early, including with external partners.

Reinforces shared accountability for results.

Safety

Sets clear safety expectations on shift.

Addresses unsafe conditions or behaviours immediately.

Encourages early reporting without blame.

Integrity

Sets clear expectations and follows through consistently.

Addresses issues early and constructively.

Applies standards fairly and consistently.

Sustainability

Sets and meets clear priorities using available data and operational metrics.

Addresses inefficiencies and distractions early.

Adjusts plans to keep teams focused on outcomes.

Inspiration

Models standout guest interactions and sets expectations for service and experience.

Recognizes team members who elevate guest experience.

Uses guest feedback to improve programs and daily operations.

Belonging

Creates inclusive team environments where people feel heard and valued.

Addresses friction, tension, or exclusion early and respectfully.

Encourages open, transparent communication.

What We Can Offer You If an unforgettable experience working alongside an amazing team wasn’t enough, as a WinSport Team Member you also receive the added benefits of:

Benefits Package

Free WinSport Season Hill Pass

Free parking

Reciprocals at other ski/mountain bike resorts

Discounts on food, beverage, and programs

Access to our world-class gym facility

Discover, Develop, And Excel With WinSport Working with WinSport means you will be part of one of the most unique sport institutes in the world. You will be rubbing shoulders with athletes of all levels and disciplines, and you will be working in a world-class facility that showcases exceptional services to support our guests in training and maintaining an active lifestyle. You will thrive and be supported as you discover, develop and excel in your role at WinSport.

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