COMPANY BACKGROUND
With 50+ years of experience Canadian Mountain Holidays (CMH) has evolved into the world’s largest Heli-Skiing and Heli-Hiking company, operating 11 lodges in the winter and 2 in the summer throughout British Columbia, Canada. The business’s central office is located in Banff, Alberta Canada.
The CMH mission is simply to offer every person, of any age and any ability, the opportunity to experience an incredible mountain adventure in style and comfort. We are committed to the highest international standards of eco-tourism. Throughout our programs, partnerships, and sponsorships, we are dedicated to maintaining the wildlife and rugged beauty of the mountains in pristine condition for visitors to enjoy for decades to come.
CMH is a subsidiary of Denver, Colorado based Intrawest. As a public company (NYSE: SNOW), Intrawest is an industry leader in the development and management of four season mountain resorts, operating a network of resorts and businesses across the United States and Canada.
POSITION 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.
AREAS OF RESPONSIBILITY
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
EDUCATION & EXPERIENCE
Diploma or Certification in the area of hospitality, travel or tourism (or equivalent work experience)
Minimum of 5 years of experience in the hospitality industry with a background in luxury hospitality
Assistant Manager of hotel or restaurant staff
Hospitality-related courses such as wine tasting, food preparation, fine cuisine, food safe
Experience in Point of Sale applications would be an asset
Event management experience would be an asset
First Aid and CPR
BC Serving it Right
KNOWLEDGE, SKILLS & ABILITIES
Ability to work for two weeks on and one week off in a remote lodge setting
High-level proficiency in Microsoft Office including Outlook, Excel, and Word
A second or third language skill at a spoken level is a plus
Strong administrative capacity
Ability to develop strong relationships with a variety of personalities and age groups
Genuinely interested in people
Understanding of food and beverage as well as retail sales
Continually looks for ways to improve guest service and satisfaction
General interest & appreciation for trends in food, wine, retail, amenties, decor
Willingness to roll up your sleeves and help out on the front-line
Big energy with a passion for skiing, hiking, and the mountains, as well as a strong appreciation for the CMH culture and legacy
TRAVEL REQUIREMENTS
This position is remote based and employees are required to find their own way to and from the lodge or helicopter pick up. If available CMH does have regularly scheduled guest transport that employees can pre arrange with the CMH Transportation Department. CMH transportation arrivals and departures are predetermined for location, dates and times. CMH guests have priority for the capacity of the bus.
WORKING CONDITIONS
This job is in a remote area of the BC wilderness
Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.
Manual dexterity to operate a computer and other common office equipment on a constant basis.
Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.