Supervisor, Guest Services & Rentals - Winter - Full-Time

Job description

Seasonal WHAT’S IN IT FOR ME? Enjoy complimentary and discounted access to Blue Mountain attractions for you and your family, including the Adventure Park, private beach, gondola, hiking, and preferred golf rates. Save on meals across resort restaurants and cafés, including Starbucks. Receive exclusive discounts at all Blue Mountain-owned retail stores. Work in an inclusive environment that values diversity, equity, and well-being, with access to free therapy and wellness resources. Join a vibrant team community with employee events all summer, including but not limited to Sunset Hikes, Under the Big Top, Ice Cream Day and more. HOURLY RATE: $23.55 FULL TIME HOURS: 4-5 shifts a week (weekends required) WHAT WILL I BE DOING? The Supervisor, Guest Services & Rentals is a hands-on leader responsible for supporting the daily operation of Guest Services and Rentals while delivering exceptional guest experiences. This role provides guidance, coaching, and support to frontline employees, ensuring operational excellence, efficient service delivery, and a welcoming environment for every guest. The Supervisor acts as a key resource for the team, helping resolve guest concerns, overseeing transactions and rental processes, and fostering a culture centered on service, teamwork, and fun. Lead, coach, and support Guest Services & Rentals team members to deliver exceptional guest experiences, achieve sales and service objectives, and maintain a positive team culture. Oversee the daily operation of Guest Services and Rental locations, ensuring appropriate staffing levels, operational readiness, and efficient service delivery. Provide ongoing performance management through training, coaching, recognition, and development to support employee growth and departmental success. Manage guest transactions for tickets, season passes, lessons, attractions, and rental equipment while ensuring strong cash control practices, reporting accuracy, and operational compliance. Act as the primary escalation point for guest concerns, resolving issues professionally and efficiently to maintain a high level of guest satisfaction. Ensure all rental procedures are followed, including waiver completion, equipment issuance, DIN settings, inventory controls, and risk management requirements. Monitor labour, expenses, inventory, equipment, and operational resources to support budget targets and business objectives. Maintain departmental standards, operational procedures, and communication channels while supporting the achievement of resort and departmental goals. Support employee onboarding, scheduling, payroll processes, and frontline staffing needs, including participation in recruitment and selection activities. Promote a safe, engaged, and productive work environment by delivering training, fostering teamwork, and ensuring compliance with all company policies and legislated requirements. WHAT DO WE NEED FROM YOU? Previous supervisory, training, coaching and performance management experience, preferably within guest service and/or rentals settings. Excellent customer service, interpersonal and communication skills. Experience with handling money. Excellent service recovery and conflict resolution skills in order to bring both guest and employee concerns to satisfactory closure. Computer skill required. Ability to monitor and impact the bigger picture and the bottom line through strategizing to improve existing systems and sales procedures with a proactive mindset *This role is being posted to fill a vacancy AUTHENTICITY | EMPOWERMENT | COLLABORATION | PURPOSE BLUE MOUNTAIN RESORT COMPANY OVERVIEW Blue Mountain Resort is Ontario’s largest mountain resort. Nestled on the shores of Southern Georgian Bay, on the traditional territory of the Anishinabek Nation: The People of the Three Fires known as Ojibway, Odawa, and Pottawatomie Nations. Only 90 minutes outside Toronto, Blue Mountain has become the four-season outdoor destination of the North. Blue Mountain is owned by Alterra Mountain Company. ALTERRA COMPANY OVERVIEW 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 50 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.