Guest Service Agent

Role Summary:

Working at The Adventure Group offers applicants the unique opportunity to work in a fast-paced, adrenaline-orientated company. We value high energy and passionate individuals that would thrive on the chance to combine their love for the outdoors with their work, and further to share this love with our guests that come to enjoy all that Whistler has to offer.

 

This front facing, full-time Guest Service Agent is ideal for an organized, service-oriented, positive, and calm-under-pressure person who loves adventure and the outdoors. The ideal candidate will enjoy interacting with people and developing relationships with team members and guests alike. Based at both our basecamp at Cougar Mountain and our Whistler Village office, this job offers variety with outdoor and indoor working environments. At base you will be responsible for welcoming guests warmly as they arrive for a day of adventures and ensuring all guests have filled out waivers and have met our safety requirements. Whilst in the office you will be expected to provide information and assistance to guests booking over the phone, email or in person. You will be required to develop a detailed knowledge and understanding of our tours so that you can enthusiastically sell the experience to our guests and share your love of the outdoors and Whistler.

 

Guest Service Agent Responsibilities:

Overall: 

  • Enjoy working collaboratively with your team on daily projects and assignments
  • A passionate and thorough knowledge of our tours is expected to answer guest queries by phone, by email and in person
  • Under the direction of the Manager and/or Supervisor performs or completes additional projects, duties, and assignments as required and/or by request
  • Work across the two Guest Service offices, one is based in Whistler Village and the other at our Cougar Mountain Base Camp. Occasionally you may be working independently
  • Provide operational guidance and support to ensure the Guest Services Offices, and TAG, operate and comply with all safety regulations
  • Ensure compliance in all aspects of safety restrictions and policies
  • Provide Management feedback and input to improve safety processes and procedures as it pertains to running TAG while keeping our guests and employees safe

In Office: 

  • Answers phone inquiries confidently, while making and processing bookings
  • Use our Reservation System confidently and accurately to create, update and manage bookings
  • Checking our extranets for bookings and accurately inputting this data into our Reservation System
  • Create bookings for our resort partners and resellers, whilst building and maintaining these relationships
  • Completing important opening and closing duties accurately as well as the nightly cash-out
  • Managing the inventory for next day bookings to maximize operational and sales efficiencies

At Base:

  • Create excitement and FUN for our guests heading out on tour
  • Ensuring all safety requirements are met prior to the departure of the tour
  • Our tours depart every hour, sometimes thirty minutes, so you need to be an active member of the team and ensure all check in procedures are followed accurately, efficiently, and shared out evenly. This includes presenting guests with waivers, taking payment, checking the age, weight or height requirements, and making sure that the tour departs on time while communicating with other departments
  • Using our digital waiver system to update and manage check-ins

 

Guest Service Agents Must-Have’s (the Knowledge, Skills and Qualifications):

  • Upbeat, optimistic, confident, friendly, and authentic
  • Passionate and knowledgeable about our tours
  • Willingness to take part in our tours to enhance personal knowledge
  • Detail oriented with strong problem solving and decision-making skills
  • Proven ability to stay calm under pressure
  • Responsible, flexible, proactive, and dependable
  • Must have excellent communication skills – verbal and written
  • Extraordinary guest interaction, organizational and time management skills
  • Love working outdoors and indoors!
  • Ability and willingness to accept and provide feedback
  • Be both an excellent team player and have the ability to work independently
  • Confidence to build great working relationships, support team members, and eagerness to roll up sleeves to help out
  • Willing to work hard and thrive being part of a great team who enjoy coming to work
  • Previous experience in the customer service industry is valued
  • General computer knowledge – with focus on Office 365 (Teams, Word, Excel, Outlook and SharePoint)
  • Completion of Grade 12 education – preferred
  • Able to work weekends and into evenings

 

Perks:

  • $22/hr wage plus a $500 signing bonus and 3% commission on every sale made!
  • Potential for contract extension, with seasonal wage increases
  • Free unlimited TAG tours for yourself plus two friends!
  • Full time hours with a 3 day weekend
  • Great discounts for your friends and family when your not able to attend
  • Sales incentive bonus with our Upsell program
  • Opportunities for growth
  • Part of the Spirit Pass Program (winter season only, for eligible full time employees)
  • Participation in FAM tours with our Activity Partners
  • 50% OFF food and beverage at all Gibbons locations
  • 20% OFF the spa at Whistler
  • 20% OFF Foon Skis