Position: Ski & Snowboard School Program Supervisor
Department: Ski & Snowboard School and Rentals
Status: Seasonal, Hourly, Non-Exempt
Reports to: Ski & Snowboard School Manager
The Program Supervisor leads a team of instructors, and if applicable, staff and coordinators to execute successful daily lessons within one of our multiple programs (Youth Group Lessons, Adult Group Lessons, Private Lessons, Seasonal Programs etc.).
Supervisors are assigned to a program based on availability, experience and qualifications. They are responsible for the operation and growth of the program by efficiently managing lesson logistics while supporting instructors and staff. The supervisor also manages guest feedback, and works closely with the department Manager and Training Supervisor to ensure instructors and staff are consistently inspiring fun and providing the best experience possible to our guests. They work to develop programming for our ever-changing customer base and expanding demand.
- High school diploma or equivalent
- Must be 18 years of age or older
- Previous leadership experience required, 3+ years supervisory experience preferred
- Minimum PSIA or AASI Level 2 certification highly desired
- Experience instructing children and/or adults in skiing and/or snowboarding
- Highly organized and have the ability to remain calm and courteous under pressure
- Strong communication, motivational, organizational, and interpersonal skills
- Must demonstrate the ability to follow, train, and enforce specific departmental procedures
- Must be positive, energetic, and upbeat with the ability to handle a fast-paced work environment
- Contemporary ski or snowboard equipment and clothing a must
- Employment in this position is subject to a satisfactory background screening
- Must be available to work weekends and holidays throughout the winter season, and understand the dynamics of a seasonal business
- Coordinate daily lesson logistics including assisting coordinators, if applicable, to build class lists, assign classes and manage inventory pools.
- Manage guest feedback from surveys, emails, phone calls and face-to-face interaction with parents and students. Guest feedback, including complaints, will be handled professionally and appropriately in a timely manner.
- Identify and make changes to the curriculum offered within the programs, and assist instructors and trainers through the Training Supervisor to create an experience that is appropriate for assigned program’s ages and ability levels.
- Identify areas where additional training or resources could improve the customer or employee experience both on- and off-snow.
- Hold staff accountable to policies and procedures as laid out in the Ski & Snowboard School Resources and the Stevens Pass Employee Handbook. This includes recognizing employees for positive behavior, and offering constructive advice/feedback on how to improve performance as well as taking disciplinary action when required. Escalate concerns in a timely manner.
- Assist the Ski & Snowboard School Manager and Administrator with hiring and training.
- Monitor business levels within the programs and communicate scheduling needs to the department Administrator as needs arise.
- Report teaching area grooming needs and requests as they arise.
- Fill-in for other supervisors or coordinators as assigned by manager.
- Attend and participate in regular meetings of the leadership team, and disseminate the information gathered to their own team in a timely and efficient manner.
- Be a proponent of Stevens Pass vision, mission, values, and service philosophy.
- Hold yourself and staff accountable to the responsibilities outlined in the job descriptions, and be willing and flexible to fill in where ever needed at any time.
- Possess the ability to remain composed and use good judgement when dealing with customer service situations and scenarios that aren’t clearly defined by department policy and procedure.
- Be a good example for the sport and industry by managing personal stress levels, maintaining a positive attitude, and communicating enthusiasm for learning and continued professional development through training, education and staying current on industry trends.
- Assume shared responsibility along with employees and management staff to ensure all employee and equipment storage areas are kept clean, tidy, and required maintenance or supply/ordering needs are taken care of in a timely manner. Work with other supervisors and managers to maintain and update signage/fencing as needed.
- Gain and maintain a basic understanding of RTP sales procedures, and an intermediate understanding of reporting procedures.
- Work unsupervised in a manner that is professional and consistent with department and company policies and procedures.
- Allow employees an appropriate amount of freedom and responsibility in the workplace and maintain high staff morale.
- Perform additional tasks as requested by department Managers, the General Manager, and Senior Management team.
While performing the duties of the job, the employee is regularly required to talk, hear, stand, walk, sit, use hands to finger/handle or feel, stoop/kneel/crouch or crawl, and reach with hands and arms. Sometimes the employee is required to climb or balance. The employee will need to be able to lift up to 25 pounds and occasionally up to 100 pounds with assistance. Assist fallen students in getting up and maintaining balance. Must have good close vision, distance vision, night vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Wil be required to walk and balance in wet, icy, and uneven footing. Ability to perform the duties of this job in all weather conditions. Must possess the ability to walk on uneven surfaces, and/or snow and ice covered services, stairs, and/or ladders. Must have the ability to tolerate exposure to work in all weather conditions. The noise level in the work environment is usually moderate but may be loud on occasion.