Outfitters Supervisor

SUMMARY:

The Outfitters Supervisor supports the daily winter operation of Outfitters by providing floor leadership, staff direction, service oversight, and operational coordination across retail, demo, tuning, bootfitting, hardgoods, service intake, and member-facing support. Outfitters Supervisors are expected to help keep the department organized, responsive, and member-ready throughout the operating dayand to be cross-trained and capable of supporting the full Outfitters operation.

CORE RESPONSIBILITIES

• Daily Operations & Floor Leadership:
• Support daily operations across retail, demo, tuning, bootfitting, hardgoods, and service intake.
• Maintain a calm, organized, and professional floor presence during operating hours.
• Deploy staff based on volume, member needs, service priorities, breaks, and operational pressure points.
• Support opening and closing procedures and maintain daily department readiness.
• Identify operational issues early and communicate solutions clearly.
• Act as a point of contact when the Assistant Manager or Manager is unavailable.

Member & Guest Experience:

• Ensure all member and guest interactions reflect WPR’s elevated service standards.
• Step into service roles when needed to preserve member experience.
• Resolve basic member concerns professionally and escalate larger issues appropriately.
• Coach staff on personalized, polished, and knowledgeable service.
• Maintain a hospitality-first approach while protecting operational and liability standards.

Retail / Floor Support:

• Support the main Outfitters retail floor, including presentation, recovery, merchandising, member service, and POS support.
• Assist Retail Associates with product questions, special orders, member needs, and sales floor priorities.
• Support regular check-ins, recovery, and replenishment of all retail components.

Demo / Service / Technical Support:

• Support demo flow, equipment handoff, returns, and service communication.
• Assist Ski Technicians with prioritizing demo readiness, service intake, fleet maintenance, and member equipment needs.
• Support tuning and service intake accuracy, including work flow, timelines, and handoffs.
• Coordinate bootfitting appointments and member fit needs.
• Ensure hardgoods, binding, bootfitting, and tuning questions are directed to trained staff.
• Execute Wintersteiger machine maintenance

Team Leadership & Communication:

• Provide real-time coaching and feedback to seasonal staff.
• Reinforce role clarity, expectations, and responsibilities.
• Communicate staffing, service issues, member concerns, and operational needs clearly.
• Support preseason and in-season training.
• Model professionalism, composure, and follow-through.

Systems, Safety & Standards:

• Support proper use of department systems, including POS, EasyRent, EasyWork, and related tracking tools.
• Help maintain accurate documentation for demos, service intake, tuning work, member equipment, and sales support.
• Reinforce safety standards, liability procedures, and equipment handling expectations.
• Ensure staff follow department SOPs, WPR policies, and service standards.

CROSS-TRAINING EXPECTATIONS:

• Retail sales and product presentation
• Demo setup and return flow
• Tuning and service intake
• Bootfitting coordination
• Hardgoods support
• POS, EasyRent, and EasyWork workflows
• Inventory and replenishment communication
• Member service recovery
• Seasonal opening and closing procedures

QUALIFICATIONS

• Prior ski, outdoor, retail, resort, club, hospitality, demo, tuning, bootfitting, or hardgoods experience preferred.
• Prior lead or supervisory experience preferred.
• Strong communication and problem-solving skills.
• Ability to direct staff in a fast-paced, member-facing environment.
• Strong attention to detail and department presentation.
• Comfortable working hands-on across multiple areas of the operation.
• Ski equipment, tuning, demo, hardgoods, binding, or bootfitting knowledge preferred.
• Experience with POS, EasyRent, EasyWork, or similar systems preferred.
• Ability to remain professional and composed during high-volume periods.

PHYSICAL DEMANDS

• Ability to stand and move for extended periods.
• Ability to lift up to 50 lbs occasionally.
• Frequent bending, reaching, carrying, organizing, and equipment handling.
• Ability to work in a winter resort environment.
• Ability to work weekends, holidays, and peak winter periods.

WORK ENVIRONMENT

• Exclusive private club and winter resort environment.
• Combination of retail floor, demo area, tuning/service area, bootfitting space, and back-of-house support.
• Frequent interaction with members, guests, team members, and other departments.
• High-volume periods during weekends, holidays, and peak ski season.

POSITION EXPECTATIONS

• Maintain a professional appearance and demeanor at all times.
• Demonstrate reliable and predictable attendance.
• Provide consistent, hospitality-driven member and guest service.
• Communicate clearly and professionally with team members and leadership.
• Work cooperatively within the Outfitters team and support department priorities.
• Follow WPR policies, operational procedures, safety practices, and liability standards.
• Wear a clean and presentable uniform.
• Take pride in department readiness, organization, and the member experience.