Live-in Housekeeper / Lodge Host(ess)
JobBackcountry lodgesWhistler, BC, Canada
As the lodge, you are responsible for maintaining the overall cleanliness while assisting in all of the Lodge operations and hospitality deliverables. To accomplish this, you will directly support the workloads of Lodge Chef and Caretaker. Beyond daily housekeeping and guest service delivery routines, you will be a key player in seeing through the processes of snow clearing, luggage transfer, and food order delivery. The role is labor intensive. It is your attention to detail and your commitment to first-class service and hospitality that will add the finishing touch to the entire Callaghan experience. You are passionate about the backcountry experience, and you enjoy sharing the experience with the guests. You make each guest feel welcome and strive to make them feel special, comfortable, relaxed, safe, taken care of, and generally, right at home. You recognize that each guest is an individual and has unique needs, values, and behavior styles. It is your mission to understand and learn about each guest so that you can find ways to add value to their individual experience. You recognize that some guests may seem ‘high maintenance,’ but you see these people as an opportunity for you to practice your patience and understanding so that you can contribute positively to their vacation. You are a true people person, yet you thrive on the challenge of living in a remote location for long periods of time. You are adventurous, and you love the outdoors. You are an independent self-starter, a hard-worker, and a team player. You have a keen eye for detail and you take the initiative to do what needs to be done to ensure that each guest has an incredible time in Callaghan Country. You are passionate about providing amazing hospitality to each and every guest. Key Accountabilities/Deliverables Housekeeping & Lodge Operations (30%) • Accountable for the Lodge Housekeeping checklist, ensuring that all duties outlined are completed on a daily basis • Ensure that all beds and rooms are welcoming and prepared to our quality standards prior to guest arrival. This is especially important when the pull-outs and/or blowup be are requested. • Implement a visible waste and recycling program • Perform exterior lodge maintenance such as regular snow shoveling and roof clearing • Ensure that all garbage, waste and laundry are transported to the base every day • Educate guests about our efforts to reduce our footprint (i.e. water usage, reducing, demand-based grooming, etc.) Guest Service / Hospitality (30%) • Perform as the key host character of Journeyman Lodge and general ambassador Adventures with all guests, shareholders, media reps, and industry partners • Warmly welcome guests and assist in the delivery of a thorough lodge orientation (show them the slippers, instructions about lodge systems, water usage, our recycling efforts, etc.) • Maintain professional personal grooming and attire standards at all times • Ensure that the lodge is clean, warm, and inviting before the arrival of all guests (fire going, hot drinks available, hot food waiting, etc.) • Demonstrate high levels of energy and enthusiasm for the experience including appropriate application of product knowledge when offering itinerary ideas and suggestions to guests. If you don’t know the answer, tell the guest that you don’t know, and then take it upon yourself to find out the answer • Consistently interact with each and every guest in a friendly, professional, and caring manner, careful to treat each guest with the utmost respect and courtesy • See guests to their rooms and confirm that all beds and finishings are prepared to our quality standards prior to moving on to other duties • Actively promote guest engagement, encouraging feedback, participation in social media reviews, and repeat visitation • Be well versed in each of our adventure packages and programs so that you are in a position to 'soft sell' the whole spectrum of experiences • Resolve guest complaints with care and follow-through • Seize opportunities to recover and enhance services, seek out opportunities for service innovation Food & Beverage (15%) • Share the daily food preparation duties such as breakfast setting and/or soup cooking or the baking of fresh bread • Share the daily kitchen duties such as dishwashing and clean-up • Support chef in confirming the accuracy of noted dietary restrictions on guest profiles prior to dinner service • Manage the front of house dining services including the preparation of the dining room, the seating of guests, providing the menu knowledge, serving multiple courses, and clean up • Assist in maintaining kitchen and equipment to standards-compliant with licensing laws, health and safety and other statutory regulations (industry grade kitchen and dishwasher) • Assist in receiving and transporting food orders from Alexander Falls base facility to Journeyman Lodge if needed Facility & Snow Operations Maintenance (10%) • Troubleshoot minor problems with all lodge systems and advise Lodge Caretaker of any issues to ensure proper maintenance is performed in a timely manner • Assist with daily luggage and supply transfers by snowmobile between Journeyman Lodge and Alexander Falls Base if needed • Assist in exterior lodge maintenance such as regular snow shoveling and roof cleaning if needed Teamwork / Communication (10%) • Train and supervise lodge team members in guest services and front-line professionalism • Attend weekly team meetings every Friday morning with enthusiasm • Record guest room assignments along with profile notes, and work with Adventure Crafter to confirm you have all necessary information for quality service delivery • Monitor team communication tools and relay messages as required • Promote and maintain a positive working relationship with all Callaghan Country team members that will reflect a ‘working family’ atmosphere to our guests • Support management and fully implement its policies and procedures conducting yourself as a role model for other team members • Communicate any guest room/transportation upgrades to the Adventure Crafter so the correct charges can be applied to the account • Ensure all company forms and documents are submitted directly to the appropriate team member with a record of transmission • Proactively learn about the workloads and rhythms of all other team members so that you may conduct your communications and requests both respectfully and effectively • Seek out opportunities to help others and share workloads and to ask for help when it is needed, so that the quality of the guest experience is never compromised • Report all notable issues and solutions to management Risk Management (5%) • Participate fully during the training process and take total responsibility to build a strategy for effectively coping with apparent knowledge/skill gaps • Ensure that you are well versed in our safety procedures and are proficient in the use of its safety equipment • Ensure that you are well versed and prepared to engage in our emergency response procedures
Skills we are looking for
• Must have own transportation
• Lifting or moving up to 80lbs will be required
• Capacity to independently operate a snowmobile in variable conditions
• Essential to personally enjoy/have familiarity with outdoor pursuits such as Nordic Skiing, Snowshoeing, and Alpine
• ‘Big’ personality with warm and engaging character (epic storytelling skills an asset)
• A ‘Clean-Freak’ with personal interest and flair for interior staging and ambiance creation
• Must be a self-starter with the ability to work in a team environment, take initiative, assess priorities and multi-task,
• Will perform a variety of activities with a high level of accuracy within an, often, high-stress and fast-paced work
setting (reliably, during peak periods such as the Christmas Holidays)
• A collection of professional references will be required prior to final interviews
• The personal time commitment to a full season contract with Callaghan Country
• Demonstrated initiative in community and volunteer endeavors
• A college diploma in Hospitality or Outdoor Recreation considered an asset
• Previous housekeeping training/experiences considered an asset
• Previous guest service / hospitality / lodge hosting experiences considered an asset
• First Aid Certified (minimum 40-hour course)
• Level 1 Ski Operations certificate an asset
CHARISMA Warm and disarming personality that can inspire interest and engagement in others.
SERVICE EXCELLENCE Implies an inherent passion to identify, relate, and serve guests, focusing one's efforts on
discovering and exceeding their needs, every day.
TEAMWORK Demonstrates the ability to work cooperatively, participate fully, communicate clearly, support and learn
from others, contributing to a cohesive team environment.
TENACIOUS ENDURANCE Proactively responds to constantly changing and demanding workloads. Able to work long
hours in a remote wilderness setting with limited access to traditional communication or social life.
RISK ASSESSMENT/JUDGMENT Aware of your surroundings at all times and confidently make decisions to minimize risk
to you and to company equipment.
GUMPTION Identifies a problem, obstacle or opportunity and takes appropriate action wherever necessary.
EMOTIONAL INTELLIGENCE Self-aware with tools to effectively control and express your emotions and handle
relationships judiciously and empathetically. Able to work and live very closely with other staff members and guests.
PHYSICALLY FIT Ready to exert physical effort in transporting equipment and wares, enduring repetitive physical
movements and tasks.
MASTER OF YOUR ENVIRONMENT Understands that physical environment plays a key role in the human temperament
and takes initiative to organize and maintain spaces that are conducive to relaxation and inspiration.
What are the job details
Our ideal candidates are seeking an opportunity in a semi-remote location in the beautiful Coast Mountains of BC. We are hiring for multiple positions - working couples encouraged to apply!
What's in it for you
~ Complimentary Adult Ski Callaghan Nordic Season Pass
~ Free personal usage of Rental Equipment including Salomon classic and skate packages + demo line, snowshoes, and touring gear
~ Retail discounts
Adventures near by
Our company is a winter adventure center located 20-minute drive south of Whistler, BC (45 min. north of Squamish, BC). Our customers can enjoy a variety of winter recreation activities including alpine ski and snowboard touring, Nordic skiing, and snowshoeing…all self-propelled from our cozy staging facilities at the Alexander Falls Base Area. In the heart of
Our deluxe Lodge – an intimate backcountry Inn that can host up to 24 guests. Both our lodge and day guests represent a wide range of winter recreation enthusiasts: from never-ever beginners to highly
skilled and savvy mountain adventurers. We embrace everyone who walks through our doors, always mindful of our intention to evoke the spirits of CHALLENGE, INSPIRATION, and ENRICHMENT in nature’s beauty.