Supervisor, Whistler Athletes’ Centre

Job Location: 
Whistler Athletes Centre

The Supervisor, Whistler Athletes’ Centre, is responsible for the successful daily operations of the front desk and housekeeping service.  The Supervisor motivates colleagues to provide a service where All Interactions Matter (AIM), and assists in creating a team atmosphere focused on providing exceptional guest services.  This role is organized, friendly, and possesses excellent communication skills.  Day-to-day functions include team building, training, scheduling, guest check-in/out, issue resolution, cash handling, daily reporting, general sales support and guest services pertaining to all aspects of the resort.  This Regular Full Time position requires flexibility to assist the team with other activities or initiatives including working evenings and weekends as required


Business and Operational Deliverables Guest Services

  • Schedule, delegate, train and support Guest Service colleagues
  • Oversee daily operational issues
  • Resolve all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service, and providing resort information to guests
  • Administer individual guest and group reservations
  • Handle guest check-in/out
  • Provide high level of guest service including being courteous, helpful, knowledgeable and informative
  • Sales support to the Manager

Business and Operational Deliverables Housekeeping

  • Ensure rooms are clean and ready for guests; may be required to either clean or supervise cleaners depending on Lodge volume
  • Interaction with maintenance department when needed
  • Support of Lodge operations as needed and available
  • Responsible for management of Lodge inventory and supplies
  • Schedule, delegate, train and support Lodge Attendant colleagues
  • Track the times needed to clean and forecast staff based on arrivals reports
  • Keep the reservations system up to date with dirty, clean and out of service rooms

Team Supervision

  • Responsible for supervising a team of approximately 20 colleagues according to established HR procedures with emphasis on the following areas:
  • Recruitment & selection
  • Orientation & ongoing training
  • Performance management and conflict resolution
  • Succession planning
  • Supervise, lead, and train/develop a team to accomplish daily activities and provide consistent communication through regular feedback and daily conversations
  • Communicate important and time-sensitive operational and organizational messages to colleagues
  • Provides new and on-going job and venue specific training
  • Carry out Whistler Sport Legacies’ customer service philosophy AIM: All Interactions Matter
  • Assist team with other duties as assigned or required

Leadership and Culture

  • Champion all WSL policies, procedures, and contribute to the development of WAC policies and procedures
  • Adhere to all operational and safety procedures
  • Foster a strong culture of health & safety; work with HR and Safety to ensure all WorkSafeBC and BC Safety Authority requirements are met; ensure a strong relationship exists between the venue and the regulatory bodies and that all certification requirements are and continue to be met within the functional area
  • Positive representative of Whistler Sport Legacies, both internally and externally
  • Take personal accountability/responsibility for actions & initiative to creative solutions for problems/issues
  • Lead by example by modeling the values behaviors
  • Resolve conflicts effectively and efficiently
  • Related tourism/hospitality diploma or degree from recognized college or university an asset
  • 2-3 years experience in customer service role (preference given to hotel/lodging experience)
  • Previous experience supervising a team
  • Cash handling experience


  • Excellent interpersonal skills
  • Excellent written and verbal communication skills
  • Strong computer skills with particular strength in data base, scheduling, reservation system software
  • Strong organizational skills are required
  • Keen and can-do attitude
  • Ability to perform in high pressure, multi-tasking environments
  • Flexible and adaptable to work efficiently in variety of settings and to work weekends and evenings
  • Proven ability to work alone as well as with a team
  • A willingness to assist other team members (perhaps outside the department) as needed and requested
  • A passion for exceptional customer service is essential
Physical Requirements: 
  • Ability to stand for long periods of time
  • Able to lift up to 50 lbs
Applications Open/Close: 
Monday, March 12, 2018 to Wednesday, March 21, 2018
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