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Pass Administration Supervisor - Full-Time - Year Round

Date: Feb 6, 2019

Location: Whistler, BC, Canada

Company: Vail Resorts

Whistler Blackcomb’s Mission Statement is “Experience of a Lifetime”

Love what you do! Because that’s what we’re all about. The Whistler Blackcomb staff is comprised of individuals who thrive in the outdoors, love the mountains, and are passionate about what they do. We look for applicants who share in this passion, whether you are looking for a seasonal job or wanting to build an exciting career, don’t miss the chance to work and play in BC’s winter wonderland. If you sound like our ideal applicant please apply online and show us what you’ve got. #wbworklove

Whistler Blackcomb’s mission is to create the best memories…again and again!


Top five reasons to work in Guest Services:


1. Team Environment - A chance to meet and work with interesting people from around the world and build lifelong friendships.

2.  Leadership - A dedicated support team that focuses on YOUR needs.

3.  Growth: The opportunity to expand your skills and knowledge through ongoing training and development.

4.  Variety – Every day offers new experiences.

5.  Networking: Work with employees from other departments and divisions, building relationships that last a lifetime!


Position Status: Full Time (40 hours/week), Year Round


Job Summary:

To assist the Call Center Manager and Assistant Manager by overseeing the daily operations of the Pass Administration team. The Pass Administration department assists guests with their various pass products, as well as supports our Guest Relations department by providing solutions to issues of pass products and system support.



  • Assist with supervision of a team of 4+ Specialists.
  • Assist with hiring and training of Pass Administration team
  • Conduct staff meetings, one on ones and seasonal reviews
  • Develop and provide ongoing training and coaching for staff including recognition and discipline congruent with company policies
  • Be knowledgeable and up to date on WB on-mountain products and operations, discount and promotional programs, company policies and procedures
  • Effectively communicate new and dynamically changing products, operations, procedures and policies to the Pass Administration team, including the development and maintenance of division-wide intranet resources
  • Oversee ongoing training of staff
  • Follow up with guest service issues and escalations in a timely manner
  • Assist with ongoing system and product testing
  • Develop and maintain strong relationships with Marketing, Sales, Finance and IT departments and working together to develop fulfilment procedures for new sales campaigns and products
  • Provide a safe work environment including conducting monthly safety inspections with an employee representative
  • Submit weekly reports to management
  • Special projects and other related duties as assigned
  • Be an active member of the Guest Service management and supervisory team, supporting peers &  continually working at building a cohesive team which works together effectively and efficiently; offering suggestions to continually improve overall operations and the work environment



  • Satisfactory criminal record check.
  • Demonstrate our core values: Safety First, Striving to be The Best, and showing that We Care
  • Always show up on time, in uniform, and adhere to the grooming policy
  • Hold a BC driver’s license



  • Thorough knowledge of Whistler Blackcomb products and services
  • Excellent interpersonal and interdepartmental communication skills both written and verbal
  • Team-player, calm, organized, attention to detail, and strong time management skills
  • Proven strength in problem solving and an ability to make decisions
  • Experience hiring, training and onboarding staff an asset
  • Previous guest service, ticketing and leadership experience an asset
  • Good knowledge of POS systems, Word, Excel and Outlook is an asset


We’re looking for team members whose legendary attention to detail and commitment to phenomenal service comes naturally. Pursue a lifestyle that will elevate your expectation of what work can look like. Nothing is too big or too small for the staff to bravely pursue and elevate the expectations of the guest. Do you possess a calling for delivering world-class events and amenities? Explore Employment Opportunities with Whistler Blackcomb! (

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 165073