Employment

CLOSING DATE: June 25, 2025

Job Title:       Indoor Guest Services Supervisor  

Location:       Whitewater Ski Resort  

Department:  Indoor Guest Services  

Reports to:    Indoor Operations Manager 

Employment Status/Type: Seasonal Part-Time (July-Sept), Full-Time (Oct-Mid April) 

Compensation: $20.50 - $22.00 (DOE)

__________________________________________________________________________  

JOB SYNOPSIS:

As the Indoor Guest Services Supervisor, you are responsible for enhancing the experience of our guests’ day at Whitewater. You are responsible for selling all passes, ticket products and lockers, reconciling daily sales, coordinating groups, organizing lost & found, and other duties to ensure our guests have a safe and enjoyable visit. You will act as an information resource for the mountain and the Nelson area. Your personal interaction with our guests will foster a friendly, knowledgeable relationship which they will look forward to renewing each time they visit Whitewater. Your primary goal is to ensure Whitewater guests have a safe and enjoyable experience. 

Key areas of responsibility will often be the first point of contact and a broad knowledge base for guests. You lead the Indoor Guest Services team which includes assistant supervisor, on hill guest services staff, downtown office guest services staff, managing ticket sales and products, cash handling, guest inquiries, shuttle support, mountain host support and lost and found management.  

IMMEDIATE REPORTS:

• Indoor Guest Services Assistant Supervisor 
• Guest Services Representative 
• Downtown Office Guest Service Representative 
• Shuttle Drivers 
• Mountain Hosts 

SUMMARY OF RESPONSIBILITIES:

• Act as a Brand Ambassador of Whitewater Ski Resort. 
• Oversee the hiring and performance management for Guest Services, Downtown Office Guest services, Shuttles and Mountain Hosts. 
• Ensuring waivers are delivered based on the needs of the product.  
• Oversee training of the Guest Services department, which includes the downtown office and on hill ticket office, and continuous coaching throughout the season to ensure Whitewater service standards are met. 
• Ensuring the smooth daily operation of the Guest Services department including scheduling, inventory management, lost & found management, daily product sales, cash handling and daily reconciliations. 
• Work with Sales & Marketing to manage the sales part of the business, including managing/coordination of groups, wholesalers and events co-ordination.  
• Provide reliable and responsive customer service, management of guest comments/complaints, and ensuring guests’ needs are met. 
• Being responsible for managing guests’ information and privacy. 
• Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction. 
• Ensure all staff members practice health and safety regulations and follow policies & procedures. 
• Performing general computer trouble shooting and POS support. 
• Ensure that the operational budget is adhered to and all costs are controlled. 
• Ensuring a working knowledge of crisis and emergency procedures. 
• Assist with Special Events, including promotion and execution. 
• Knowledge of the mountain, duties and responsibilities. 
• Provide a positive, memorable, and outstanding guest experience. 
• 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. 
• Ensuring sufficient inventories for all IGS products and supplies (ski tags, ticket stock, card stock, etc.)  
• Ensure opening and closing duties are appropriately done each day in a high-quality manner.  
• 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 relevant ski industry experience. 
• 2 years Supervisor experience. 
• Ski Resort Operations and Management Diploma, Business Administration or equivalent an asset. 
• Excellent computer and cash handling experience. 
• Experience in the customer services industry. 
• Experience in Sales is an asset. 

SKILLS & ABILITIES:

• Outstanding customer service and communication skills with the ability to navigate high-pressure situations.  
• Excellent leadership, organization and time management skills. 
• Able to respond quickly, be flexible, and adaptable and have good decision-making skills in a dynamic and changing environment. 
• Must be willing to travel to the mountain as well as work weekends and holidays as required. 
• Assertive, outgoing, and enthusiastic. 

Please note: A criminal record check will be required as part of the hiring process.

CLOSING DATE: FRIDAY - JULY 4, 2025

Job Title:        Heavy Duty Mechanic

Location:        Whitewater Ski Resort

Department:   Outdoor Operations

Reports to:     Maintenance Manager

Employment Status/Type: Year-Round. Full Time

Compensation: Range ($36-40) DOE including a comprehensive perks and benefits package.

JOB SYNOPSIS:

Under the direction and supervision of the Maintenance Manager, the Heavy Duty Mechanic is responsible for the daily, weekly, and annual maintenance of all heavy and light duty equipment. This involves; snowcats, excavators, loaders, snowmobiles, ATVs, and UTVs. This role works closely with other shop personnel to ensure all equipment is maintained to the highest safety and performance standards, supporting the smooth and reliable operation of mountain activities.

The Heavy Duty Mechanic will be a champion of Occupational Health and Safety policies and procedures as well as promote a positive work environment. They will seek learning opportunities as well as work closely with apprentices to ensure proper training is taking place.

IMMEDIATE REPORTS:

Shop Hands
Apprentices

SUMMARY OF RESPONSIBILITIES:

• Perform all needed maintenance activities for all heavy-duty fleet equipment to a high professional standard. Performs the same duties on snowmobiles, ATVs, and UTVs.
• Schedule and implement daily, weekly and annual fleet maintenance.
• Overseeing and supervising large-scale maintenance work.
• Training and educating apprentices in conjunction with the Maintenance Manager.
• Ensure all Whitewater policies are adhered to as outlined in the current Employee handbook as well as all applicable WCB regulations.
• Ensure all equipment and vehicles are maintained to current manufacturers recommendations.
• Assign duties to departmental personnel.
• Assist with training operators in the use of snow cat and snow removal equipment.
• Operate equipment as required.
• Documentation and record keeping for asset maintenance and human resources.
• Assist in building and maintaining a robust preventative maintenance program.
• Monitoring and maintaining parts inventory.
• Ensure all work orders are submitted and submitted fully completed and accurate.
• Ensure operators fill out daily logs accurately.
• Assist in emergency situations.
• Ensure all safety procedures are being followed at all times.
• Keep a safe and organized work environment.
• Using a sustainable approach in daily operations, planning, and development.
• Work to achieve department Key Performance Indicators (KPIs) to assist in achieving organizational goals.
• Promote Whitewater’s safety culture by reviewing and amending where necessary but not limited to: Department manuals, CDPP
• Embrace and promote Whitewater’s mission statement and values.
• Other duties as assigned.

REQUIRED QUALIFICATIONS / EDUCATION:

• Grade 12 Diploma or equivalent required
• Journeyman Heavy Duty Mechanic – BC Trades Certification or Interprovincial Red Seal Trades Certification, or 3rd year apprenticeship required.
• Valid Driver’s License required with clean drivers abstract.
• Full Set of Comprehensive Tools required.
• Previous experience working in a shop required.
• Snow Cat mechanical experience is an asset.
• Experience working with automotive and agricultural equipment considered an asset.
• Good working knowledge of the current WCB regulations is an asset.

SKILLS & ABILITIES:

• Strong leadership, communication, management, administrative and personnel skills.
• Must be a team player and able to work well with others while maintaining a calm & positive attitude, sometimes during high stress.
• Good physical condition. Capable of performing manual labor, lifting up to 50 pounds, ability to lift heavy objects and frequently walking on uneven ground & comfortable.
• Ability to operate snow mobiles, heavy equipment, ATV’s and 4x4 trucks in a safe and responsible manner.
• Advanced skiing or snowboarding ability is an asset.
• Ability to work outside for extended periods in adverse weather conditions.
• Must be willing to travel to the mountain.
• Must be willing to work weekends and holidays, mainly during the winter months.
• Self-motivated, mature, dependable, timely and able to work well with others.
• Are proficient with Microsoft Office and other basic computer systems and applications.

Job Title:        Overnight Campground Host

Location:        Whitewater Ski Resort

Department:  Hummingbird Lodge & Campground

Reports to:     Hummingbird Lodge & Campground Supervisor

Employment Status/Type: Seasonal, (June - September)

Compensation: $2100 month

JOB SYNOPSIS:

Under the direction and supervision of the Hummingbird Lodge & Campground Supervisor, the Overnight Campground Host will be an ambassador to all visiting guests.  The primary role of the Overnight Campground Host is to provide after-hours services to guests and provide an overnight presence in case of emergencies.

The key areas of responsibility include being a friendly presence on site for guests after Lodge hours, selling firewood, ensuring compliance with campground rules, and providing exceptional customer service to all campground users. The Overnight Campground Host would be required to be on-site throughout every night of operations from 5:30 pm – 9:00 am to respond to after-hours guest concerns and emergencies at the Hummingbird Lodge and Campground and in the base area of Whitewater Ski Resort. You will be expected to have your own self-contained unit where you can sleep and be on site until the Supervisor arrives at 9:00 am.

IMMEDIATE REPORTS:

None

SUMMARY OF RESPONSIBILITIES:

• Responsible for ensuring safe and effective operation of the campground.
• Providing quality guest services such as assisting campers when needed, explaining rules and regulations, and offering information/recommendations on the surrounding area activities/attractions.
• Assists walk-in campers with finding a site and providing door code access to communal area, as well as assisting booked campers with after-hours check-ins and inquiries.
• Overnight presence for after-hours emergencies.
• Ensure knowledge and understanding of (but not limited to) Policies & Procedures as per the HBLC Summer Operations Manual, familiar with the Whitewater Summer Safety Plan, Campspot for walk in bookings and Communicable Disease Prevention Plan to ensure continued success in Whitewater’s safety culture. 

REQUIRED QUALIFICATIONS / EDUCATION:

• Grade 12 Diploma or GED.
• Experience working in a campground or in a guest/customer service position.
• Prior experience working in an outdoor environment and in a variety of weather conditions.
• General maintenance knowledge and experience.
• Basic first aid certification, OFA3 is an asset.
• Ability to work autonomously with minimal supervision.
• Must be 19 years of age or older.
• Current Criminal Records check.

SKILLS & ABILITIES:

• Proven problem solving and prioritization skills.
• Strong interpersonal and communication skills in English, both written and verbal required.
• Able to work independently and resourcefully in a remote location.
• Ability to respond quickly and responsibly to emergencies.
• Ability to communicate effectively with staff and guests.
• Organization skills and attention to detail.
• Able to work collaboratively and cohesively with co-workers, supervisor, and manager.
• Reliable and dedicated.

Job Title:        Hummingbird Lodge Host

Location:        Whitewater Ski Resort

Department:  Hummingbird Lodge & Campground

Reports to:     Hummingbird Lodge & Campground Supervisor

Employment Status/Type: Seasonal, (June - September)

Compensation: $18/hr

JOB SYNOPSIS:

Under the direction and supervision of the Hummingbird Lodge & Campground Supervisor, the Lodge Host will be an ambassador to all visiting guests. The primary role of the Lodge Host is providing barista/customer services in the Hummingbird Lodge Cafe however the lodge host is a very versatile position and you will be trained in all aspects of the operation and will be expected to jump in when needed.

The key areas of responsibility include front of house duties, meeting and greeting guests, providing local knowledge, working as a barista, operating the POS system, and cleaning duties as assigned. You will work alongside the chef who will be responsible for running the kitchen. However, your jobs will overlap, and we would expect you to assist each other in your work so that you run the cafe efficiently and professionally. You will also be required to perform housekeeping duties, including full changeover of the rental suite and clean public washrooms.

IMMEDIATE REPORTS:

None

SUMMARY OF RESPONSIBILITIES:

• Using a sustainable approach in daily operations, planning, and development.
• Ensure knowledge and understanding of (but not limited to) Department Manuals, CDPP, Employee Handbook to ensure continued success in Whitewater’s safety culture.
• Assist in Whitewater’s KPI’s ensuring organizational goals are met.
• Providing quality guest services to visitors and campers such as, explaining rules and regulations, offering information/recommendations on the surrounding area activities/attractions.
• Responsible for guest reservations, answering phone calls, replying to emails.
• Assists campers with inquiries, responding to guest feedback and improving service delivery
• Communicating regularly with the Lodge Supervisors to ensure seamless operation and customer service.
• Helping to ensure the cleanliness, organization and sanitation of flatware, small wares, glassware, and cutlery.
• Maintaining cleanliness of all guest use areas which include indoor and outdoor dining as well as public washrooms, showers and dishwashing area within the lodge.
• Change over of the rental suite, ensuring that it is fully stocked for each guest's arrival.
• Assisting with meal preparation when required.
• Providing high quality, friendly and efficient service.
• Preparing and serving hot beverages, specialty coffees.
• Serving prepared snacks to guests.
• Keeping a clean organized and safe working environment.
• Cash handling and balancing cash out.
• Being readily available at all times to deal with problems or complaints that may arise.
• Providing friendly, efficient & professional service to ensure a positive guest experience.
• Report all maintenance issues to ensure safety of the lodge in a timely manner.
• Ensuring proper waste management including collecting and sorting recyclables.
• Administrative duties.
• Other related duties as assigned.

REQUIRED QUALIFICATIONS / EDUCATION:

• Grade 12 Diploma or GED.
• 1 year barista experience.
• Experience working in a lodge or in a guest/customer service position.
• Experience handling cash/credit transactions and preparing end of day reconciliations.
• WHMIS.
• Serving it Right Certification.
• Basic first aid certification is an asset.
• Basic point of sales or inventory sales system experience.
• Ability to work autonomously with minimal supervision.

SKILLS & ABILITIES:

• Proven problem solving and prioritization skills.
• Strong interpersonal and communication skills in English, both written and verbal required.
• Able to work independently and resourcefully in a remote location.
• Ability to respond quickly and responsibly to emergency situations.
• Ability to communicate effectively with staff and guests.
• Organization skills and attention to detail.
• Able to prioritize with proven time management problem-solving skills.
• Able to work collaboratively and cohesively with co-workers and the manager.
• Reliable and dedicated; available to work any/all shifts daily, including weekend, evenings, and holidays.
• Ability to effectively use business software including Microsoft office suite, Google apps, or familiarity with MtnOS is an asset.
• Must be able to lift 50 pounds.

Please note: A current criminal records check will be required as part of the hiring process.

Job Title:        Overnight Campground Host

Location:        Whitewater Ski Resort

Department:  Hummingbird Lodge & Campground

Reports to:     Hummingbird Lodge & Campground Supervisor

Employment Status/Type: Seasonal, (June - September)

Compensation: $2100 month

JOB SYNOPSIS:

Under the direction and supervision of the Hummingbird Lodge & Campground Supervisor, the Overnight Campground Host will be an ambassador to all visiting guests.  The primary role of the Overnight Campground Host is to provide after-hours services to guests and provide an overnight presence in case of emergencies.

The key areas of responsibility include being a friendly presence on site for guests after Lodge hours, selling firewood, ensuring compliance with campground rules, and providing exceptional customer service to all campground users. The Overnight Campground Host would be required to be on-site throughout every night of operations from 5:30 pm – 9:00 am to respond to after-hours guest concerns and emergencies at the Hummingbird Lodge and Campground and in the base area of Whitewater Ski Resort. You will be expected to have your own self-contained unit where you can sleep and be on site until the Supervisor arrives at 9:00 am.

IMMEDIATE REPORTS:

None

SUMMARY OF RESPONSIBILITIES:

• Responsible for ensuring safe and effective operation of the campground.
• Providing quality guest services such as assisting campers when needed, explaining rules and regulations, and offering information/recommendations on the surrounding area activities/attractions.
• Assists walk-in campers with finding a site and providing door code access to communal area, as well as assisting booked campers with after-hours check-ins and inquiries.
• Overnight presence for after-hours emergencies.
• Ensure knowledge and understanding of (but not limited to) Policies & Procedures as per the HBLC Summer Operations Manual, familiar with the Whitewater Summer Safety Plan, Campspot for walk in bookings and Communicable Disease Prevention Plan to ensure continued success in Whitewater’s safety culture. 

REQUIRED QUALIFICATIONS / EDUCATION:

• Grade 12 Diploma or GED.
• Experience working in a campground or in a guest/customer service position.
• Prior experience working in an outdoor environment and in a variety of weather conditions.
• General maintenance knowledge and experience.
• Basic first aid certification, OFA3 is an asset.
• Ability to work autonomously with minimal supervision.
• Must be 19 years of age or older.
• Current Criminal Records check.

SKILLS & ABILITIES:

• Proven problem solving and prioritization skills.
• Strong interpersonal and communication skills in English, both written and verbal required.
• Able to work independently and resourcefully in a remote location.
• Ability to respond quickly and responsibly to emergencies.
• Ability to communicate effectively with staff and guests.
• Organization skills and attention to detail.
• Able to work collaboratively and cohesively with co-workers, supervisor, and manager.
• Reliable and dedicated.

Job Title:        Hummingbird Lodge Host

Location:        Whitewater Ski Resort

Department:  Hummingbird Lodge & Campground

Reports to:     Hummingbird Lodge & Campground Supervisor

Employment Status/Type: Seasonal, (June - September)

Compensation: $18/hr

JOB SYNOPSIS:

Under the direction and supervision of the Hummingbird Lodge & Campground Supervisor, the Lodge Host will be an ambassador to all visiting guests. The primary role of the Lodge Host is providing barista/customer services in the Hummingbird Lodge Cafe however the lodge host is a very versatile position and you will be trained in all aspects of the operation and will be expected to jump in when needed.

The key areas of responsibility include front of house duties, meeting and greeting guests, providing local knowledge, working as a barista, operating the POS system, and cleaning duties as assigned. You will work alongside the chef who will be responsible for running the kitchen. However, your jobs will overlap, and we would expect you to assist each other in your work so that you run the cafe efficiently and professionally. You will also be required to perform housekeeping duties, including full changeover of the rental suite and clean public washrooms.

IMMEDIATE REPORTS:

None

SUMMARY OF RESPONSIBILITIES:

• Using a sustainable approach in daily operations, planning, and development.
• Ensure knowledge and understanding of (but not limited to) Department Manuals, CDPP, Employee Handbook to ensure continued success in Whitewater’s safety culture.
• Assist in Whitewater’s KPI’s ensuring organizational goals are met.
• Providing quality guest services to visitors and campers such as, explaining rules and regulations, offering information/recommendations on the surrounding area activities/attractions.
• Responsible for guest reservations, answering phone calls, replying to emails.
• Assists campers with inquiries, responding to guest feedback and improving service delivery
• Communicating regularly with the Lodge Supervisors to ensure seamless operation and customer service.
• Helping to ensure the cleanliness, organization and sanitation of flatware, small wares, glassware, and cutlery.
• Maintaining cleanliness of all guest use areas which include indoor and outdoor dining as well as public washrooms, showers and dishwashing area within the lodge.
• Change over of the rental suite, ensuring that it is fully stocked for each guest's arrival.
• Assisting with meal preparation when required.
• Providing high quality, friendly and efficient service.
• Preparing and serving hot beverages, specialty coffees.
• Serving prepared snacks to guests.
• Keeping a clean organized and safe working environment.
• Cash handling and balancing cash out.
• Being readily available at all times to deal with problems or complaints that may arise.
• Providing friendly, efficient & professional service to ensure a positive guest experience.
• Report all maintenance issues to ensure safety of the lodge in a timely manner.
• Ensuring proper waste management including collecting and sorting recyclables.
• Administrative duties.
• Other related duties as assigned.

REQUIRED QUALIFICATIONS / EDUCATION:

• Grade 12 Diploma or GED.
• 1 year barista experience.
• Experience working in a lodge or in a guest/customer service position.
• Experience handling cash/credit transactions and preparing end of day reconciliations.
• WHMIS.
• Serving it Right Certification.
• Basic first aid certification is an asset.
• Basic point of sales or inventory sales system experience.
• Ability to work autonomously with minimal supervision.

SKILLS & ABILITIES:

• Proven problem solving and prioritization skills.
• Strong interpersonal and communication skills in English, both written and verbal required.
• Able to work independently and resourcefully in a remote location.
• Ability to respond quickly and responsibly to emergency situations.
• Ability to communicate effectively with staff and guests.
• Organization skills and attention to detail.
• Able to prioritize with proven time management problem-solving skills.
• Able to work collaboratively and cohesively with co-workers and the manager.
• Reliable and dedicated; available to work any/all shifts daily, including weekend, evenings, and holidays.
• Ability to effectively use business software including Microsoft office suite, Google apps, or familiarity with MtnOS is an asset.
• Must be able to lift 50 pounds.

Please note: A current criminal records check will be required as part of the hiring process.

CLOSING DATE: FRIDAY - JULY 4, 2025

Job Title:        Heavy Duty Mechanic

Location:        Whitewater Ski Resort

Department:   Outdoor Operations

Reports to:     Maintenance Manager

Employment Status/Type: Year-Round. Full Time

Compensation: Range ($36-40) DOE including a comprehensive perks and benefits package.

JOB SYNOPSIS:

Under the direction and supervision of the Maintenance Manager, the Heavy Duty Mechanic is responsible for the daily, weekly, and annual maintenance of all heavy and light duty equipment. This involves; snowcats, excavators, loaders, snowmobiles, ATVs, and UTVs. This role works closely with other shop personnel to ensure all equipment is maintained to the highest safety and performance standards, supporting the smooth and reliable operation of mountain activities.

The Heavy Duty Mechanic will be a champion of Occupational Health and Safety policies and procedures as well as promote a positive work environment. They will seek learning opportunities as well as work closely with apprentices to ensure proper training is taking place.

IMMEDIATE REPORTS:

Shop Hands
Apprentices

SUMMARY OF RESPONSIBILITIES:

• Perform all needed maintenance activities for all heavy-duty fleet equipment to a high professional standard. Performs the same duties on snowmobiles, ATVs, and UTVs.
• Schedule and implement daily, weekly and annual fleet maintenance.
• Overseeing and supervising large-scale maintenance work.
• Training and educating apprentices in conjunction with the Maintenance Manager.
• Ensure all Whitewater policies are adhered to as outlined in the current Employee handbook as well as all applicable WCB regulations.
• Ensure all equipment and vehicles are maintained to current manufacturers recommendations.
• Assign duties to departmental personnel.
• Assist with training operators in the use of snow cat and snow removal equipment.
• Operate equipment as required.
• Documentation and record keeping for asset maintenance and human resources.
• Assist in building and maintaining a robust preventative maintenance program.
• Monitoring and maintaining parts inventory.
• Ensure all work orders are submitted and submitted fully completed and accurate.
• Ensure operators fill out daily logs accurately.
• Assist in emergency situations.
• Ensure all safety procedures are being followed at all times.
• Keep a safe and organized work environment.
• Using a sustainable approach in daily operations, planning, and development.
• Work to achieve department Key Performance Indicators (KPIs) to assist in achieving organizational goals.
• Promote Whitewater’s safety culture by reviewing and amending where necessary but not limited to: Department manuals, CDPP
• Embrace and promote Whitewater’s mission statement and values.
• Other duties as assigned.

REQUIRED QUALIFICATIONS / EDUCATION:

• Grade 12 Diploma or equivalent required
• Journeyman Heavy Duty Mechanic – BC Trades Certification or Interprovincial Red Seal Trades Certification, or 3rd year apprenticeship required.
• Valid Driver’s License required with clean drivers abstract.
• Full Set of Comprehensive Tools required.
• Previous experience working in a shop required.
• Snow Cat mechanical experience is an asset.
• Experience working with automotive and agricultural equipment considered an asset.
• Good working knowledge of the current WCB regulations is an asset.

SKILLS & ABILITIES:

• Strong leadership, communication, management, administrative and personnel skills.
• Must be a team player and able to work well with others while maintaining a calm & positive attitude, sometimes during high stress.
• Good physical condition. Capable of performing manual labor, lifting up to 50 pounds, ability to lift heavy objects and frequently walking on uneven ground & comfortable.
• Ability to operate snow mobiles, heavy equipment, ATV’s and 4x4 trucks in a safe and responsible manner.
• Advanced skiing or snowboarding ability is an asset.
• Ability to work outside for extended periods in adverse weather conditions.
• Must be willing to travel to the mountain.
• Must be willing to work weekends and holidays, mainly during the winter months.
• Self-motivated, mature, dependable, timely and able to work well with others.
• Are proficient with Microsoft Office and other basic computer systems and applications.

CLOSING DATE: June 25, 2025

Job Title:       Indoor Guest Services Supervisor  

Location:       Whitewater Ski Resort  

Department:  Indoor Guest Services  

Reports to:    Indoor Operations Manager 

Employment Status/Type: Seasonal Part-Time (July-Sept), Full-Time (Oct-Mid April) 

Compensation: $20.50 - $22.00 (DOE)

__________________________________________________________________________  

JOB SYNOPSIS:

As the Indoor Guest Services Supervisor, you are responsible for enhancing the experience of our guests’ day at Whitewater. You are responsible for selling all passes, ticket products and lockers, reconciling daily sales, coordinating groups, organizing lost & found, and other duties to ensure our guests have a safe and enjoyable visit. You will act as an information resource for the mountain and the Nelson area. Your personal interaction with our guests will foster a friendly, knowledgeable relationship which they will look forward to renewing each time they visit Whitewater. Your primary goal is to ensure Whitewater guests have a safe and enjoyable experience. 

Key areas of responsibility will often be the first point of contact and a broad knowledge base for guests. You lead the Indoor Guest Services team which includes assistant supervisor, on hill guest services staff, downtown office guest services staff, managing ticket sales and products, cash handling, guest inquiries, shuttle support, mountain host support and lost and found management.  

IMMEDIATE REPORTS:

• Indoor Guest Services Assistant Supervisor 
• Guest Services Representative 
• Downtown Office Guest Service Representative 
• Shuttle Drivers 
• Mountain Hosts 

SUMMARY OF RESPONSIBILITIES:

• Act as a Brand Ambassador of Whitewater Ski Resort. 
• Oversee the hiring and performance management for Guest Services, Downtown Office Guest services, Shuttles and Mountain Hosts. 
• Ensuring waivers are delivered based on the needs of the product.  
• Oversee training of the Guest Services department, which includes the downtown office and on hill ticket office, and continuous coaching throughout the season to ensure Whitewater service standards are met. 
• Ensuring the smooth daily operation of the Guest Services department including scheduling, inventory management, lost & found management, daily product sales, cash handling and daily reconciliations. 
• Work with Sales & Marketing to manage the sales part of the business, including managing/coordination of groups, wholesalers and events co-ordination.  
• Provide reliable and responsive customer service, management of guest comments/complaints, and ensuring guests’ needs are met. 
• Being responsible for managing guests’ information and privacy. 
• Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction. 
• Ensure all staff members practice health and safety regulations and follow policies & procedures. 
• Performing general computer trouble shooting and POS support. 
• Ensure that the operational budget is adhered to and all costs are controlled. 
• Ensuring a working knowledge of crisis and emergency procedures. 
• Assist with Special Events, including promotion and execution. 
• Knowledge of the mountain, duties and responsibilities. 
• Provide a positive, memorable, and outstanding guest experience. 
• 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. 
• Ensuring sufficient inventories for all IGS products and supplies (ski tags, ticket stock, card stock, etc.)  
• Ensure opening and closing duties are appropriately done each day in a high-quality manner.  
• 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 relevant ski industry experience. 
• 2 years Supervisor experience. 
• Ski Resort Operations and Management Diploma, Business Administration or equivalent an asset. 
• Excellent computer and cash handling experience. 
• Experience in the customer services industry. 
• Experience in Sales is an asset. 

SKILLS & ABILITIES:

• Outstanding customer service and communication skills with the ability to navigate high-pressure situations.  
• Excellent leadership, organization and time management skills. 
• Able to respond quickly, be flexible, and adaptable and have good decision-making skills in a dynamic and changing environment. 
• Must be willing to travel to the mountain as well as work weekends and holidays as required. 
• Assertive, outgoing, and enthusiastic. 

Please note: A criminal record check will be required as part of the hiring process.

Whitewater does not offer staff accommodation, however, Whitewater does offer a FREE staff shuttle from Nelson to the mountain, multiple times every day. We also have a staff Facebook page where staff can connect with one another and find suitable accommodations together.  If you're currently looking for housing, the Nelson Public Library has put together this great list of online resources to help you in your search CLICK HERE 

In order to work at Whitewater, you must be a Canadian citizen or have a valid Canadian Visa and Work Permit. All foreign workers must show their Visa, Work Permit, Canadian Social Insurance Number and/or proof that they have applied for the Social Insurance Number. Please note that Whitewater Ski Resort does not give out letters of offer for foreign workers. All international staff must have travel insurance, and medical coverage is highly recommended. For further information please contact the Canadian Embassy, High Commission, or Consulate in your host country.

APPEARANCE POLICY:
Whitewater Ski Resort’s Appearance Policy is designed to support everyone in providing a consistent professional appearance to our customers and colleagues.  Management may choose to more strictly enforce components of this Policy but they cannot allow a relaxation of this Policy.

Appearance Mission Statement: Whitewater Ski Resort Ltd. (“Whitewater”) is a family resort where our employees provide the first impression to our guests. It is a place where our guests recognize and value the presentation of our employees and the pride it instills throughout the resort. Whitewater aspires to a high standard of presentation and rely on your commitment to maintain a professional, well-groomed appearance while at work. Each employee is required to practice good habits of grooming, personal hygiene, and abide by all points noted below.  
 

Appearance Standards:
●    Employees must always present a clean, professional appearance. Everyone is expected to be well-groomed and wear clean clothing, free of holes, tears, or other signs of wear.  Clothing with offensive or inappropriate designs or stamps are not allowed.
●    If you already have established facial hair such as a moustache, beard, and/or sideburns they are to be clean and neatly trimmed at all times otherwise the goal is to be clean shaven every day.
●    Hair must be clean and neatly groomed.  Hair left down should be behind the ears and if longer than collar length in the back, hair should be neatly tied back.
●    All staff must respect our Scent Free policy, which means no excessive perfumes and ensuring your personal hygiene is well maintained at all times. 
●    Jewellery must be worn in moderation, appear professional and must not interfere with job function or safety.  Tongue piercings are limited to one small stud which must not impede speech and is not easily apparent to guests.  Facial piercings are limited to one small nose stud or a small hoop. All other facial jewellery or exposed body piercings must be removed or covered while on the job.  Spacers in the ears are acceptable to a maximum of 0.5cms (5mm) in width. For outdoor staff, the nose hoop must be tight for safety purposes and there may also be amendments based on your position for safety reasons.
●    Any tattoos that could reasonably offend a guest or fellow employee must be covered at all times while at work.
●    Clothing and grooming styles dictated by religion or ethnicity are exempt.

Staff Uniforms:
●    Employees are expected to dress in Whitewater Uniform attire unless the day’s tasks require otherwise.
●    Employees may wear their uniforms to and from work, but uniforms must not be worn during non-working hours (free skiing, days off, etc.).
●    Uniforms may not be worn in licensed establishments, including Coal Oil Johnny’s. 
●    When personal clothing is allowed to be worn in conjunction with the company uniform, it must be neat and clean. It cannot not be torn, faded or patched. Solid color leggings are allowed only with a shirt or skirt long enough to reach the mid thighs.
●    For indoor staff, button up uniform shirts must be worn as such and not open with an under shirt. This is to ensure the most professional and consistent presentation of our staff.
●    During the warmer spring days, if it is getting too warm for an employee to wear their provided outerwear, Whitewater will require staff to wear a black shirt with their name tag on to ensure guests can still        identify you as personnel. Shirt graphic should be kept minimal and must not contain any profane, political or inappropriate imagery or text.  Whitewater branded headwear is also required as per the regular uniform.
●    Appropriate footwear must be worn as per your department work environment as outlined within the Department Occupational Health & Safety Checklist. 
●    All headwear worn indoors must be Whitewater branded. 
●    For outdoor staff that are wearing helmets we ask that the material underneath is of a solid print and that the helmets are free of offensive stickers such as those that include profanity. When not required to wear a helmet, the hat should be your Whitewater branded headwear.
●    All outdoor gear, such as skis and snowboards, should remain free of any offensive messaging such as that which includes profanity. 
●    Uniforms are provided for work use only. When you come skiing on your days off, we expect you to be wearing your personal outerwear and not the provided uniform as it causes additional wear and tear.  
●    All outdoor uniforms, and kitchen uniforms, are required to be returned at the end of your employment.

Staff Uniform Name Tags:
●    Name tags are part of your uniform and must be worn at all times while on duty.
●    Name tags or uniforms may not be worn in licensed establishments, including Coal Oil Johnny’s pub. 
 

Whitewater receives a high volume of applications and unfortunately, because of that, we are unable to let all applicants know about the status of their application. Please note that only successful applicants will be contacted.

Occupational First Aid Level III or 80 hour Advanced First Aid, current CPR, advanced skiing ability & CAA Avalanche Operations Level I.

YES, if you are a successful applicant, Whitewater will refund your Season Pass according to our policy and the number of days you work.

Yes, this is strongly encouraged. We receive a significant number of applications for Volly Patrol and start hiring after the Early Bird Season Pass deadline. If you successfully get through the interview process you will receive a pass at 50%. Once you have completed your required volunteer shifts, the remaining amount will be refunded. This is a huge commitment and a huge help to the Pro Patrol. Plus, a great way to gain experience for next season!

Whitewater has two 14 seat staff shuttles which run twice every morning (before the public shuttle bus). Scheduled employees are able to utilize this service at a discounted rate. As seats are limited, we also encourage you to carpool with your fellow coworkers.

Our winter season operates from early December to early April and our summer season operates from early June to late September.

Advice on finding accommodation in Nelson. Nelson has a diverse population of close to 10,000 people, a hidden gem in the Kootenays, nestled in the Selkirk Mountains along the West Arm of Kootenay Lake. It has a vibrant and carefully restored downtown shopping area, incredible dining options and a busy social scene with live performances, arts and music nearly every night of the week. When it comes to the outdoors the only limit to what you can do is your imagination - Nelson and the surrounding area are stunning year round with 4 seasons worth of adventure. Whitewater does not offer any accommodation at the resort so most employees live in Nelson. The resort is located about a 20 minute drive outside the city of Nelson. We do offer a daily shuttle at a minimal cost to employees which stops at three different locations in town.

Below are a few links to local rental/accommodation websites.

Nelson Community Websites: I love Nelson Rentals, Pennywise Rentals

Facebook groups: Nelson, BC, Canada - Homes and Rooms for Rent, Nelson BC Rents

Other sites: Kijiji – Nelson rentals