Assistant Lodge Manager - CMH Heli-Skiing and Summer Adventures

Overview

The Assistant Lodge Manager (ALM) works as part of the Area Management team to carry out all CMH Hospitality standards and services that help create our unique CMH experience. In cooperation with the Banff Office team, the efforts result in exceptional experiences for our guests and employees, and continued success for CMH. The ALM's role is to provide direct support to the Lodge Manager and be a role model for all lodge employees. The position calls for an understanding of the day-to-day operations as well as the ability to perform a variety of administrative tasks, daily problem solving and deliver exceptional guest service. With the ability to stay well connected to the lodge and ski/hike programs, the ALM will be well spoken with regard to the building and its operations as well as deliver all of CMH's standards and guest service. With a strong understanding of guest/staff expectations balanced with team leadership and excellent communication skills; the ALM will be a reliable "go to" representative for the lodge s/he is connected to. The ALM has a schedule of two weeks on and one week off. During the two weeks of work the ALM has one week of Direct Lodge Management (relief week for LM) and one week of Lodge work. The team atmosphere of shared responsibilities is a concrete part of this position. This position is not only Management orientated but has a significant role in lodge mentorship. In the absence of the LM the ALM will work closely with the Area Manager/Assistant Area Manager to oversee the operational success of the lodge.

Responsibilities

Employee Management Full understanding of requirements for training, coaching, and performance evaluating the Guest Services Attendant, Bartender, Shop, Massage Practitioner, Chef & Kitchen Assistant positions. Works together with the Lodge Manager to best understand each of the members of the Lodge team and their fit into the working group. Assist the LM to organize lodge orientation and Set-up training requirements for new Lodge employees. Comply with all CMH Hospitality standards; provide support, training, coaching and hands on experience to the Lodge employees in particular; guiding and helicopter teams in general. Work together with the LM to address employee issues and dismissals. Guest Service Work with all employees of the lodge and strive to continuously exceed guest expectations with incredible customer service. Fully participate in the guest feedback process. Participate in the guest recognition programs. Assist in follow up on guest issues within 24 hours or as required. Organizational Regularly connect with the Lodge Manager on all lodge par stock/inventory and general facility operations. Efficiently delegate the lodge employees to maintain the appearance and cleanliness of all spaces in the lodge. Participate, when needed, in off-season events. Deliver good communication and lodge specific information when requested. Operational Have a clear understanding of the Rescue Plan and its application at the lodge. Have clear understanding and be compliant to all operational documentation and current employment standards, including: - OH&S - Occupational Health and Safety - WHIMS/MSDS - Workplace Hazardous Material Information System/Material Safety Data Sheets - WorkSafeBC and WCB - Workers Compensation Board - BC Liquor Laws - Provincial and Federal Labour standards Have a clear understanding of all working systems and their application. Communicate to the staff and comply will all CMH policies and standards. Responsible for all monies that circulate in and out of the lodge (petty cash, operational floats and gratuities). Exercise good judgment with regard to Lodge Supply and Repairs/Maintenance budgets. Participate in the Second Nature Program. Participate in Radio Duty as per company training. This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and situational needs, the responsibilities of this position may change.

Experience and Qualifications

Education: Diploma or Certification in the area of business admin, hospitality, travel or tourism (or equivalent work experience) Hospitality-related courses such as wine tasting, food preparation, fine cuisine, food safe First Aid and CPR BC Serving it Right Experience: Minimum of 5 years of experience in the hospitality industry. Assistant Manager of hotel or restaurant staff. Event management would be an asset. Experience in Point of Sale applications an asset. Background in luxury hospitality an asset.