Job – Guest Services Team Lead

Job Title: Guest Services Team Lead
Department: Rentals and Retail
Location: Deep Cove Kayak
Employment Type: Full-Time/Part-Time Seasonal
Wage Range: $19 – $21 / hour
Start Date: April 2025

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Position Overview:

The Guest Services Team Lead plays a crucial leadership role at Deep Cove Kayak, overseeing day-to-day operations of the guest services team to ensure exceptional customer experiences. This individual will lead by example, managing customer interactions, supporting team members, and ensuring smooth operations in the rentals, retail, and reservations departments. The ideal candidate is highly organized, customer-focused, and thrives in a dynamic and fast-paced environment.

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Key Responsibilities:

Leadership and Supervision:

• Provide guidance and support to guest services staff, including call takers, front desk attendants and ‘flex’ staff.
• Assist in training new team members and providing ongoing coaching to ensure consistent service quality.
• Act as a point of contact for escalated customer concerns, resolving issues promptly and professionally.
• Monitor team performance and provide feedback to the Rentals Manager to ensure team effectiveness.

Operations Management:

• Oversee the flow of daily operations, including the rental process, retail sales, and reservations.
• Ensure equipment availability and readiness for rentals, coordinating with the repairs team when necessary.
• Ensure organization and cleanliness in the retail and office spaces.

Customer Service:

• Deliver outstanding customer service by assisting guests with inquiries, bookings, and purchases.
• Provide expert knowledge about services, products, and policies to customers.
• Promote retail merchandise and upsell experiences, such as guided tours, lessons, memberships or informing customers of our other location’s offerings.

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Qualifications:

• Previous experience in a customer service or team leadership role.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Ability to remain calm and solutions-focused in high-pressure situations.
• Proficiency with point-of-sale and reservation systems (training will be provided).
• Paddle Canada Level 1 Certificate

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Working Conditions:

• This is a seasonal position requiring flexible availability, including weekends and holidays.
• Work may be performed indoors or outdoors, depending on the area of focus.
• Physical stamina is required for standing for long periods and lifting up to 30 lbs.
• Employees will be required to wear a company-provided uniform.

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Benefits:

• Flexible scheduling.
• Active, fun, and social work environment.
• Beautiful outdoor work setting.
• Unlimited access to kayaks, paddleboards, and surfskis during off-peak times.
• Free access to Deep Cove Kayak Social Paddling events such as Tuesday Night Race and Women on Water.
• Friends and family discounts during off-peak times.
• Access to free kayak and paddleboard lessons and tours.
• Opportunities to pursue paddling certifications.
• Staff uniforms provided.
• Numerous staff trips, outings, and social events.
• Staff discounts on equipment at our retail stores, Coast Outdoors and Deep Cove Collective.
• Discounts from additional local Deep Cove businesses.
• Opportunities for growth within the organization.

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How to Apply:
Interested applicants are encouraged to submit their resume and cover letter detailing their leadership and customer service experience to lucas@deepcovekayak.com.online)

Training Schedule – (If Starting work in April)

March 3, 2025 – Monday (5pm – 8pm) – Brand Immersion (online)
March 5, 2025 – Wednesday (4pm – 7pm) – Guest Services Training 1
March 10, 2025 – Monday (4pm – 7pm) – Guest Services Training 2
March 17, 2025 – Monday (4pm – 7pm) – Guest Services Training 3 
March 19, 2025 – Wednesday (5pm – 8pm) – Customer Service Training (online)

Training Schedule – (If Starting work Mid May)

Training schedule TBA

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