Rental Services Tech – Whistler Olympic Park
Whistler Sport Legacies
Whistler, BC
Whistler Olympic Park has a history of glory and gold – one-third of all medals at the Vancouver 2010 Olympic and Paralympic Winter Games were awarded here.

The Rental Services Tech delivers optimum service and technical excellence to guests at Whistler Olympic Park. This role assists guests in ski-fitting, product, and/or service expertise including selection that most appropriately meets their needs. In addition, the customer service portion of this role endeavors to maximize sales by facilitating sales promotion to drive business by targeting WSL products, and improving customer feedback. This is a seasonal full time role and requires ability to work weekends, evenings, and holidays. Incentive bonus available for seasonal full time role.

Responsibilities:
Assist guest to identify their needs and determine selection of WOP rental fleet products ensuring satisfaction and safe use
Interact with guest to ensure they are well equipped to participate in sport of all types at WOP
Bind, wax and prepare skis
Carry-out efficient rental equipment distribution process
Ensure the preparation and ongoing maintenance of all rental equipment
Ensure appropriate inventory of retail/rental items and maintain appropriate inventory stock for ski service operations
Demonstrate and maintain industry knowledge of Nordic products, new products and trends including care and use of product(s)
Develop and maintain a high level of product knowledge to promote and process rental and retail shop products and services including day-tickets, season passes and instructional programs using POS system at the ticket booth and Day Lodge Guest Service/Retail locations
Achieve set targets for sales and customer satisfaction
Actively generate and follow up leads to finalize sales of all WSL products
Answer and assist all incoming telephone, e-mail and online inquiries
Develop and maintain full working knowledge of WOP and Ski Callaghan to assist in guest selection of product or service
Ensure coordination of in-person bookings delivered through guest services to rental and other front line staff
Ensure all bookings adhere to WSL payment and cancellation policies
Ensure accurate information is provided to guests with respect to all products including lesson, equipment rental, tours, and activities including associated venue safety responsibilities
Verify payment by obtaining required credit information
Assist guest and client issues and/or complaints with empathy and a focus on guest satisfaction and use Supervisor/Manager support when necessary
Liaise with Sport School to ensure Sport Coaches are staffed optimally on a daily basis
Assist with instructional programs, or operational requirements such as snow clearing
Use point of sale processing system to process daily fees, tickets passes, invoices, programming, rental and retail sales
Generate Point-Of-Sale reports as requested
Process cash reconciliation at the end of each shift and submit to Supervisor, Guest Services for bank deposit with explanation of any over/short issues
Adhere to internal control of cash handling procedures
Support staff to assist in troubleshooting hardware problems and addressing system issues, and work to improve overall efficiency of systems
Assist team with the execution of special events as required
Assist in general upkeep of Guest Service areas, including daily equipment set up, displays updating snow condition, trail and avalanche reporting
Interact with volunteers to ensure their inclusion in department team
Foster a strong culture of health & safety; work with Human Resources and Safety to ensure all WorkSafeBC and BC Safety Authority requirements are met
Carry out Whistler Sport Legacies customer service philosophy AIM:All Interactions Matter
Assist team with other duties as assigned or required

Job Requirements/Qualifications:
Working knowledge of a ski rental department
Accurate cash handling and reconciliation experience with a keen eye to detail
Excellent telephone manner and etiquette required as are customer service skills
Experience working in a customer service position preferred
Knowledge and appreciation of cross-country skiing, snowshoeing, biathlon, ski jumping, or sport and recreation facility operations preferred
Computer competence including scheduling and booking software preferred
POS System experience an asset
Working knowledge of all Social Media platforms an asset
Previous retail and merchandising experience an asset
Familiarity with Whistler and surrounding area an asset
Cash handling and time management skills desirable
Class 4 Unrestricted Driver's License and driving experience required if assigned the duty of guest transportation via WSL owned vehicle

Skills:
Strong and positive interpersonal and organizational skills
Excellent listening and comprehension skills required
Maintain control and composure in challenging situations
Ability to do detailed work
Ability to establish quick rapport to build relationships and network
Ability to work in a dynamic environment
Ability to multi-task and effectively meet deadlines
Willingness to assist other team members (perhaps outside the department) as needed and requested
Passion for exceptional customer service is essential

Physical Requirements:
Reliable winter transportation (WOP is not serviced by transit)
Ability to work outdoors in variable weather winter conditions
Ability to stand for long periods of time

Job Application Process:
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