Department: Whistler.com
Position Status: Full Time, Year Round
About Whistler.com
Working alongside Tourism Whistler, Whistler.com aims to enhance the guest experience by providing a superior one-stop-shop for Whistler, where visitors can complete the entire consumer path-to-purchase journey, from discovering Whistler, to planning their vacation, and finally, to booking their trip.
We love where we live and we bring that energy and passion to everything we do. We're a team of collaborative, mountain-loving individuals and we show up and achieve great things professionally and personally. Creating a positive and fulfilling experience for our team is high on our list of priorities. And we're proud to be a workplace that requires respect for our people, our partners, and our environment. Because the people make the place, and this place is pretty special.
What We Offer
We like to make work meaningful and to live life fully. Join the team at Whistler.com and Tourism Whistler and be part of a fun, supportive organization that truly values work-life balance. We're looking for people who want to make the most of the unique Whistler lifestyle and share our values of passion, energy, achievement, and respect.
A few ways that we walk the talk:
Culture & Connection
- Bi-monthly all staff events and departmental team building (the fun kind, we swear)
- Dogs in the office - because work is better with furry friends
- Fun, supportive, and collaborative team environment
- Comprehensive health benefits for employees and their dependents, including an Employee Assistance Program and access to wellness tools like Headspace
- A wellness fund to support your health and recreation in Whistler. Think ski/snowboard or bike park pass, yoga or gym memberships, golf lessons, or other wellness offerings that support your well-being.
- An annual Health & Wellness Calendar with wellness offerings to prioritize mental health and well-being
- Whistler based with a hybrid approach, balancing in office and remote work (following an initial training and probationary period)
- 3 weeks' paid vacation as a starting point
Position Summary
Reporting to the Manager, Travel Consultants & Visitor Services, the Administrator plays a key support role in ensuring the operational effectiveness of the Travel Consultant team.
Travel Consultants focus on selling complete vacation packages, including accommodations, activities, and transportation, via online, phone, and email, and the Administrator ensures the seamless execution of these sales. This includes managing communications, assisting with guest inquiries, and resolving issues that arise during the booking process. The Administrator enhances the overall guest experience by maintaining efficient internal processes, supporting team productivity, and ensuring timely and accurate fulfilment of reservations.
Key Responsibilities
All team members act as Tourism Whistler ambassadors, living our purpose and vision with passion & energy, achievement and respect.
- Monitor the shared reservations inbox by responding to inquiries and directing emails to appropriate team member
- Respond to guest inquiries via online chat, maintaining exceptional service levels and providing accurate information
- Handle informational calls and direct booking-related questions to Travel Consultants when needed
- Conduct proactive follow-ups with guests to confirm booking details and ensure reservation accuracy
- Assist in identifying and resolving discrepancies in bookings or payments to support a seamless guest experience
- Contribute to the achievement of team service level goals by ensuring timely handling of guest communications and internal request
- Maintain clear, professional, and collaborative communication with guests, vendors, and internal team
- Respond to all guest inquiries promptly and courteously, ensuring a positive and efficient experience
- Utilize the Surprise and Delight budget to deliver unexpected, personalized touches that enhance guest experience
- Excellent knowledge of Whistler’s accommodations, activities, and transportation options
- Demonstrated commitment to providing excellent customer service and guest support
- Highly organized with the ability to manage multiple tasks and priorities in a fast-paced environment
- Excellent written and verbal communication skills across telephone, online chat, and email platforms
- Ability to problem-solve and resolve booking or service issues with professionalism and care
- Proficient computer skills, including Microsoft Office, with efficient, accurate, and quick data entry abilities
- Comfortable working both independently and collaboratively as part of a team
- Weekend and holiday availability required