Skier Services Supervisor

Position Summary

The Skier Services Supervisor supports the daily winter operation of Skier Services by providing floor leadership, staff direction, service oversight, and operational coordination across Member Lockers, Guest Lockers, Ski Check, equipment storage, and member-facing support. Skier Services Supervisors are expected to help keep the department organized, responsive, and member-ready throughout the operating day and to be cross-trained and capable of supporting the full Skier Services operation. Supervisors may have a primary area of responsibility within Skier Services but are expected to support all areas based on daily volume and operational needs.

Core Responsibilities

Daily Operations & Floor Leadership

• Supports daily operations across Member Lockers, Guest Lockers, Ski Check, equipment storage, and related member services.
• Maintains a calm, organized, and professional floor presence during operating hours.
• Deploys staff based on volume, member needs, service priorities, breaks, and operational pressure points.
• Supports opening and closing procedures and maintains daily department readiness.
• Identifies operational issues early and communicates solutions clearly.
• Acts as a point of contact when the Assistant Manager or Manager is unavailable.
• Works hands-on alongside Skier Services Attendants.

Member & Guest Experience

• Ensures all member and guest interactions reflect WPR's elevated service standards.
• Steps into service roles when needed to preserve member experience.
• Resolves basic member concerns professionally and escalates larger issues appropriately.
• Coaches staff on personalized, polished, and knowledgeable service.
• Maintains a hospitality-first approach while protecting operational and policy standards.
• Ensures member requests are followed through to completion or appropriately handed off.

Locker Operations

• Supports Member Locker, Rental Locker, Guest Day Locker, and overnight guest-storage operations.
• Assists members and guests with locker access and basic locker questions.
• Supports DigiLock access and basic troubleshooting.
• Ensures locker areas remain organized, clean, safe, and member-ready.
• Reinforces established locker-use and storage procedures.
• Identifies access, maintenance, or facility issues and communicates them promptly.

Ski Check & Equipment Storage

• Supports ski and snowboard intake, storage, retrieval, staging, and return.
• Ensures equipment is stored accurately and remains easy to locate.
• Assists Attendants with equipment identification and member requests.
• Maintains organized Ski Check and equipment-storage areas.
• Supports efficient equipment retrieval during high-volume periods.
• Escalates missing, misplaced, damaged, or unidentified equipment appropriately.
• Reinforces careful and professional equipment handling.

Team Leadership & Communication

• Provides real-time coaching and feedback to seasonal staff.
• Reinforces role clarity, expectations, and responsibilities.
• Communicates staffing, service issues, member concerns, and operational needs clearly.
• Supports preseason and in-season training.
• Supports Attendant cross-training across all Skier Services areas.
• Models professionalism, composure, and follow-through.
• Communicates unresolved issues clearly to the Assistant Manager or Manager.

Systems, Safety & Standards

• Supports proper use of department systems, including DigiLock, radios, tracking systems, and related operational tools.
• Helps maintain accurate documentation for locker access, equipment storage, incidents, and member requests.
• Reinforces safety standards and equipment handling expectations.
• Ensures staff follow department SOPs, WPR policies, and service standards.
• Maintains safe, organized, and professional member-facing and back-of-house areas.

Cross-Training Expectations

• Member Locker operations
• Rental Locker operations
• Guest Day Locker operations
• Overnight guest-storage procedures
• Ski Check intake and retrieval
• Equipment storage and staging
• DigiLock access and basic troubleshooting
• Member service recovery
• Daily floor deployment
• Equipment issue escalation
• Seasonal opening and closing procedures

Qualifications

• Prior ski, outdoor, resort, club, hospitality, guest services, recreation, or related experience preferred.
• Prior lead or supervisory experience preferred.
• Strong communication and problem-solving skills.
• Ability to direct staff in a fast-paced, member-facing environment.
• Strong attention to detail and department presentation.
• Comfortable working hands-on across multiple areas of the operation.
• Ski and snowboard equipment knowledge preferred.
• Experience with locker systems, access systems, or similar operational technology preferred.
• Ability to remain professional and composed during high-volume periods.

Physical Demands

• Ability to stand and move for extended periods.
• Ability to lift up to 50 lbs occasionally.
• Frequent bending, reaching, carrying, organizing, and equipment handling.
• Ability to work in a winter resort environment.
• Ability to work weekends, holidays, and peak winter periods.

Work Environment

• Premium private club and winter resort environment.
• Indoors and outdoors.
• Combination of Member Locker areas, Guest Locker areas, Ski Check, equipment-storage areas, and back-of-house support.
• Frequent interaction with members, guests, team members, and other departments.
• High-volume periods during weekends, holidays, and peak ski season.

Position Expectations

• Maintain a professional appearance and demeanor at all times.
• Demonstrate reliable and predictable attendance.
• Provide consistent, hospitality-driven member and guest service.
• Communicate clearly and professionally with team members and leadership.
• Work cooperatively within the Skier Services team and support department priorities.
• Follow WPR policies, operational procedures, safety practices, and service standards.
• Wear a clean and presentable uniform.
• Take pride in department readiness, organization, and the member experience.