Head of Guest Services - Jobs in Calgary, AB

Job Description

HEAD OF GUEST SERVICESThe Trico Centre has an exciting opportunity within our Guest Services Department as theHead of Guest Services. The Head of Guest Services will be responsible for overseeingthe Guest Services Department within Trico Centre for Family Wellness (Trico Centre).This role requires an individual with proven skills in strengthening customer servicethrough relationship building, promoting program and membership sales, and retentioninitiatives to generate revenue in a competitive marketplace, along with developing newand innovative processes and guiding employees on changing trends to provide customerservice excellence. An emphasis on reviewing existing processes and standards andcreating and implementing improvements will be an initial focus.The Head of Guest Services will be a pivotal position to developing a strong customerservice culture within the Trico Centre, that will set us apart as a leader in the recreationindustry.Responsibilities:Sales, Marketing, Customer Service

• Delivers high levels of customer service to all members and patrons reflecting the

operational policies, practise, and philosophies of the organization

• Evaluates the monthly membership sales and retention plan in conjunction with

the Marketing team

• Creates, and is responsible for the membership retention plan, recommending

changes and improvements

• Explores and creates programs to support membership and program initiatives

for the organization

• Provides back-up for registration system training as required

• Leads new membership promotions, programs, and facility initiatives

• Generates reports within the registration software system for all departments

• Assists with tracking information on special marketing campaign outcomes to

assess performance success

• Oversees the Membership Onboarding Program

• Prepares monthly membership board sales reports, and other reporting as

required

• Develops, implements, and evaluates a sales program for front-line staff

• Acts as key contact for elevated customer services related issues and concerns

• Develops customer service training and delivers to employees and other

department staff to handle patron concerns and technical issues to improvecustomer service and patron retention

• Fills in on frontline Guest Services duties and provides back-up for the Guest

Services employees on regularly scheduled daytime, evening and weekend shiftsin the event of an emergency coverage is needed

• Creates and implements a customer engagement strategy for the organization

• Works collaboratively with the Facility Services and Operations team to ensure

member facility concerns are addressed

• Develops, implements, and evaluates facility Pro-Shop system

• Assists with the Seasonal Program Guide Development

Employee Supervision and Leadership

• Demonstrates and promotes a clear understanding of Trico Centre’, mission,

vision, and values

• Works co-operatively with all levels in the organization

• Develops and delivers strategic direction and plan for the department

• Responsible for staffing and leadership of department employees; hiring, training,

scheduling, performance evaluations as required for direct reports

• Works with Human Resources on employee performance and disciplinary issues

• Co-ordinates, schedules, and runs regular staff meetings, trainings, and updates

employees on work related information in both departments

• Completes wage reviews in conjunction with Human Resources

• Ensures Trico Centre and Guest Services policies and procedures are adhered

to

• Performs administrative duties including verifying payroll

• Supervises the Guest Services Co-ordinator, Guest Services Team Leader, and

GS attendantsAccounts Processing, Budget, Financial

• Develops Guest Services Annual Operating and Capital Budgets

• Responsible for evaluating and responding to monthly financial performance for

sales, admissions

• Maintains and analyzes statistics for revenue

• Works in conjunction with the other departments on the annual operating budget

for membership sales and retention for the facility

• Oversees cash handling policies and ensures adherence to standards set for the

Guest Services Department

• Guides assistance as needed with other Administration and finance personnel to

solve customer account issuesRecreational Software and Hardware

• Departmental Super User for software and hardware

• Liaises with recreational software system support (currently Active Network),

merchant services, other software and hardware support systems within GuestServices as needed

• Assists with Guest Services ActiveNet Account issues and investigates solutions

• Within all Guest Services hardware and software, oversees the creation, testing,

updating of staff training and guidance, and support new promotions, programs,and memberships and any other system updates, liaising with IT and Finance, orother departments as needed.

• Provides support to other ActiveNet users as needed

Qualifications/ Experience Required:

• Post secondary education in recreation, sport management, business or

equivalent combination of education and experience

• Minimum five years’ experience working in a hospitality/recreation setting and

managing a customer centred organization/department

• Minimum 5 year of sales and membership development experience required

• Strategic level planning skills, with a minimum of 2 years’ experience

managing an operating and capital budget

• 5-7 years of supervisory, team building and people management skills

• Must be able to work a flexible schedule (mornings, evenings and weekends)

• Solid computer experience in Outlook, Word, and Excel is required

• Recreation software system experience is a definite asset

• Budget preparation and monitoring is essential

• Current Standard First Aid and CPR C Certification mandatory

• Police Security Check with Vulnerable Sector Search within the last 90 days or

less mandatoryWhat we offer:

• Free facility membership and discounted registration on programs
• Competitive wage based on experience
• Advancement opportunities and cross-training
• Opportunity to use your creativity and develop new skills
• A fun, positive and respectful work environment

Closing Date: Open until filledLocation: 11150 Bonaventure Drive SEThank you for your interest in Trico Centre for Family Wellness. Please include your salaryexpectations with your application. Only those individuals selected for an interview will becontacted. We are an equal opportunity employer.Please send applications to:Trico Centre for Family Wellness11150 Bonaventure Dr. SECalgary, AB T2J 6R9Attention: General ManagerEmail: careers@tricocentre.caQuick Apply

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