Description
The Olympic Oval in the Faculty of Kinesiology is currently seeking a Full-time Regular Guest Relations Supervisor.
The Olympic Oval is home to the ¿Fastest ice in the world¿ attracting the best athletes from Canada and around the world to train and compete in our world-class facility. Every year we welcome thousands of visitors, public skaters, high performance athletes and coaches to our building, located on the University of Calgary campus.
An Alberta Union of Provincial Employees (AUPE) position, the Guest Relations Supervisor reports to the Team Lead, Sport Partner & Guest Relations and is responsible for the safety, risk management and guest experience of the Olympic Oval user groups. The successful candidate must be able to think and respond quickly, effectively and creatively in order to provide an exceptional guest service that anticipates needs and exceeds expectations.
This position requires the ability to work weekdays, evenings and weekends. The Oval¿s peak season is August to March due to extremely high customer volumes, competitions, and high performance athlete training.
As the onsite supervisor, the incumbent will be required to make discretionary decisions that impact daily operations including assigning tasks and directing the efforts of up to 30 P/T staff. The Guest Relations Supervisor will be part of the leadership team for Guest Relations and shares responsibility for ensuring that all staff deliver a high level guest experience.
Summary of Key Responsibilities (job functions include but are not limited to):
Guest Experience Supervision:
• Takes the lead role in maintaining a high level of guest experience at the Olympic Oval.
• Engages all clients & partners to set up and/or refine policies and procedures for an exceptional guest experience.
• Effectively coordinate and supervise the workflow of guest experience staff on a daily basis, including setting work priorities, and allocating staff resources.
• Acts as the front-line authority on service recovery or exceptions to policies and procedures.
• Ensures that the physical infrastructure of the front office area, including phones, computers etc., are in a state of readiness for the operation.
• Accurately assess fees, process payments, authorize credit card payments, balance daily deposits, process program & rental refunds and transfers.
Communication/Relationships:
• Ensures that guest experience training is achieved in a consistent, timely and thorough manner for all hourly paid staff.
• Ensures that information about problems and issues are effectively communicated to colleagues and managers.
• Leads as part of the hiring team for guest experience staff.
• Suggests recommendations for review of policies or processes that will improve guest experience.
• Advises on content for digital guest communications such as visiting team comms and member newsletters.
• Collaborates with all departments to ensure the facility schedule is accurate.
Maintenance/Technical:
• Ensures that the front office area has the tools and resources required to function effectively. This includes telephones, Moneris machines, computer equipment, photocopier, fax, forms and other office supplies.
• Performs technical inspection and maintenance work on a variety of weight room equipment.
• Labels and stores high performance training equipment, performs inventory counts and ensures cleaning protocols are followed.
Occupational Health & Safety:
• Understands and complies with the requirements of the University's Occupational Health and Safety Policy.
• Has knowledge of and understands the expectations of the University's Occupational Health and Safety Management System (OHSMS) and applicable Faculty/Departmental/Unit specific health and safety policies and procedures.
• Ensures that all work conducted is in accordance with the Alberta Occupational Health and Safety Act, Regulation and Code and other health and safety legislation as applicable.
Qualifications / Requirements:
• Proven proficiency in customer service and guest experience development, including supervision of a medium sized customer focused operation.
• Minimum 2 years experience working in high performance sport supervision.
• Post-secondary degree in Sport management (or equivalent) is an asset.
• Ability to complete job duties of all areas within Guest Relations including front office administration, on-ice safety monitor, and performance training facility support.
• Strong interpersonal and communication skills such as diplomacy, punctuality, approachability, calmness during stressful times, the ability to focus, prioritize and multi-task.
• Evening and weekend shifts are a requirement of this position.
• Strong organizational and time management skills, accuracy, and strong attention to detail.
• Knowledge and experience of high performance sport facility operations is required.
• In-depth understanding of policies and procedures as they pertain to Guest Relations at the
Location: Calgary, AB, Canada
Posted: Sept. 1, 2024, 7:02 a.m.
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