About the Role
We’re seeking a passionate and energetic, customer service and employee focused leader to manage and lead a team of Front Desk Specialists in Whistler, BC. This includes managing individual and team performance expectations and goals, providing behavioral based coaching and feedback at the individual and team level, maintaining focus and balancing quality of service provided with productivity, monitoring customer service levels and schedule adherence, and serving as a point of contact for escalated customer contacts. The ideal candidate has the ability to lead and develop a team, effective communication skills, analytical and problem-solving skills, and the ability to adapt to and lead change.
Requirements
Working closely with other Local Operations Manager: lead, develop, and motivate a team of Front Desk Specialists in Whistler, BC.
Provide behavioral based coaching and feedback in all areas of performance such as metrics, the customer experience, and conduct.
Work with other LOM’s on recruiting, scheduling, payroll & performance management.
Act as the first point of contact for our guests, vendors, building partners and often our owners.
Liaise with Strata Manager, conduct property walkthroughs and provide feedback as needed.
Be responsible for taking incoming phone calls, occasional outbound calls, and responding to emails or chats on a daily basis from guests who have questions or concerns about a reservation, statement or other concern.
Support your team with escalated guest and homeowner concerns by responding to emails, calls and tickets
Assist with the creation and delegation, and follow up of maintenance and housekeeping tickets (If applicable).
Verify unit availability to assist with scheduling vendor or realtor visits
Meet and maintain Vacasa standards and metrics such as guest NPS score, accuracy, efficiency, and inquiry conversion to reservations.
Follow all Health and Safety protocols to ensure a safe working environment. This may include being part of the Whistler Vacasa Health and Safety committee.
Identify potential owner leads from walk-ins or incoming calls and pass the information along to your designated Vacasa Business Development Representative
Build and maintain business relationships and open lines of communications with other internal support teams, such as channels, copy team and CX.
Respond to guest reviews and follow up with guests post-stay.
Attend weekly LOM Management meetings with the Director of Operations. Bring feedback and ideas for improvement. Attend operational and other meetings such as Guest NPS review.
Meet with the Housekeeping Management team on a monthly basis to provide feedback and look for opportunities to improve Guest Experience.
Weekly quality inspections on rooms with follow up as needed.
Assist in onboarding of new units.
Liaise with various company departments in respect to building projects to ensure messaging to Guests is up to date and staff are all informed.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
The skills you’ll need
Technical computer skills required on all forms of hardware – laptops, tablets and mobile devices
Availability to work Sunday through Saturday, early mornings and evenings as needed.
Professional in all forms of communications such as email, phone calls, video calls and texts
Ability to work well under pressure in an agile, fast-paced environment
Excellent time management skills with the ability to change activity frequently and cope with interruptions
Highly responsive and reliable
Strong attention to detail
Prior housekeeping experience a plus
Adhere to all company policies and procedures
Ability to stand, sit, and walk for an extended period of time
Reach overhead and below the waist
Regularly push, pull, and lift up to 25 pounds
Occasionally lift or move up to 50 pounds
Bend, stoop, squat, kneel, and twist
Salary/Wage
55000 / year
Other Perks/Benefits
What you’ll get: $1000 SIGN ON BONUS! Paid in two segments - $500 paid after 30 days of employment. $500 paid after 90 days of employment. Extended Medical and Dental, Registered Retirement Savings Plan - company match, Ski pass/activity allowance, or Travel allowance for Squamish/Pemberton-based applicants, Employee Assistance Program, Career advancement opportunities, Employee discounts, All the equipment you’ll need to be successful, Great colleagues and culture, monthly socials. We do not have staff accommodation available. Must be legally eligible to work in Canada. Vacasa is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate against applicants based upon race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or other classes protected by applicable law. Veterans are encouraged. Vacasa is committed to maintaining a safe and productive work environment. Possession, use, or being under the influence of alcohol or illegal drugs in the workplace is prohibited. Some positions may require that you drive a personal vehicle and/or company vehicle for work purposes. Employees who are required to drive a personal vehicle must have reliable transportation, a valid driver’s license, and be at least 18 years of age. Employees who are required to drive a company vehicle must have a valid driver’s license, be at least 21 years of age, and have been a licensed driver for no less than 3 years. An offer of employment for this role will be contingent upon the successful completion of a background check.
Accessible Employer: Yes
Open to International applicants with valid Canadian Work permits: Yes
Job Application
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