Duty Manager (Full Time) - Jobs in Cochrane, AB

Job Description

About UsSpray Lake Sawmills Family Sports Centre (SLSFSC) is a leading-edge sport and recreational facility encompassing 325,000 square feet, including an aquatic centre, four arenas and a curling centre, fitness & climbing facilities, an indoor turf, track, and gymnasium. SLSFSC is a not-for-profit organization and a registered charity, governed by a volunteer board of directors. SLSFSC employs over 100 employees who help make a difference in our community’s physical and social well-being. We offer a dynamic and fast-paced work environment that promotes excellence in teamwork, community building, and an innovative customer-focus. About the PositionReporting to the Director of Experience, this key position provides the necessary operational support and a visible and accessible leadership presence during SLSFSC “peak” hours (evening, weekends, and holidays). Accountabilities include providing support to all front-line staffing teams, security-type building rounds and closing procedures, a proactive approach to issue resolution, consistent and approachable customer service with facility visitors, and acting as “Incident Command” for emergency response procedures. This role directly supports and contributes to Management and Health & Safety initiatives.Job Type: Full-Time Hourly (with benefits) - 1-Year Term with potential for it to become PermanentStart Date: ASAPHours: Fluctuates between 30-40 hrs/week; shifts range from 8-12 hrs (Averaging Agreement required)Availability/Schedule: Exclusively evenings and weekends, with daytime crossover:

• Line #1: Sunday-Wednesday (alternating Wednesdays), aligned with our variable evening booking schedules (i.e., 2pm-12midnight or similar)
• Line #2: Wednesday - Saturday (alternating Wednesdays), aligned with our variable evening booking schedules (i.e., 2pm-12midnight or similar)
• Winter season is busier (Oct-May), summer season is quieter (June-Sept); schedules will reflect this.

Specific responsibilities:Service Delivery & Building Readiness:

• Demonstrates and promotes a personal understanding of, and appreciation for the mission, vision, values and goals of SLSFSC, working cooperatively with all managers, supervisors, and staff to ensure effective operation of the facility.
• Ensuring building “readiness” and employee performance for daily operations, including but not limited to: proper coordination of frontline staff, bookings, cleanliness, set-ups, and customer engagement.
• Check in with and audit the facility function areas during each shift and prepare daily summary reports.
• Awareness of all programs and bookings; ensuring that all affected staff have necessary resources.
• Assist and support staff with customer issues.
• Re-deploy employees, facility space, and other resources as necessary.
• Be a resource and role model for staff and the SLFSC norms and values.
• Maintain an active, visible, professional, and customer-friendly presence at all times.
• Provide excellent customer service while accommodating customer needs and balancing business requirements.
• Proactively make sound decisions based on service excellence, empathy, business needs, and with a clear understanding of SLSFSC policies and guidelines.
• Become proficient with the CRM (ActiveNet) and other reporting databases.
• Cross-train on the tactical functions of the Guest Services desk and Arena/Pool/General Operations; be willing to support these functions at any time as required.
• Work on special projects that contribute to your team and the operations of SLSFSC.

Safety & Security / Risk Management:

• Walk-around active monitoring of the facility (“rounds”), ensure a safe environment for staff and customers.
• Lead in the event of emergencies as per the ERP, including first aid, thefts, patron issues, building emergencies, and acting as “Incident Command” as required.
• Ensure accident, incident, maintenance, and theft report forms are completed and provide necessary follow-up as required.
• Lead in the handling of difficult customers, using effective de-escalation techniques, and removal from the facility if necessary.
• Coach and educate staffing teams in a variety of topics such as proper incident reporting and ERP protocols.
• Facility closing duties and final building lock-up procedures.
• Recommend procedure updates to Management to ensure efficiency and safety of daily operations.
• Other duties and projects as delegated by Management, such as: inspections, running ERP drills, training, tours, maintenance support, etc.

Qualifications:

• This position requires consistent evening & weekend availability.
• Minimum of two years’ experience in a supervisory role.
• Must be 18+ and have completed a high school diploma.
• Exceptional customer service and conflict resolution skills.
• Demonstrated maturity, reliability, and professionalism, with a pleasant and approachable demeanor
• Standard First Aid & CPR-C certification is required prior to the commencement of employment.
• Computer skills and competency with MS Office is required. Experience with ActiveNet (or another CRM software) is an asset.
• Considered an asset if you have post-secondary education in Business Administration, Property Management, Criminology, Health & Safety, or a related field.
• Preference will be given to candidates with additional related training or qualifications such as: Crisis Response, NonViolent Crisis Intervention, Youth Intervention, De-Escalating Potentially Violent Situations, Incident Command Systems, Safety & Leadership Excellence, Arena Ops / Pool Ops, Security training and ProServe.
• Able to provide a clear Criminal Record Check
• Ability to perform the physical requirements of the job, including standing for an extended period of time, walking, lifting, carrying equipment and performing repetitive motion

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