Guest Relations Supervisor - Faculty of Kinesiology

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 Olympic Oval.
• Current First Aid / CPR certification.
• Good working knowledge of MS Office applications particularly Excel and Word.
• Knowledge and understanding of University core business systems; Smartsheet, CSIS, PeopleSoft and MaxGalaxy is an asset.
• Strong computer skills with an ability to learn and manage new operating systems.

Application Deadline:  September 10, 2024

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

This position is part of the AUPE bargaining unit, and falls under the Operational/Administrative Job Family, Phase 2.

For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website. 

About the University of Calgary

UCalgary is Canada's entrepreneurial university, located in Canada's most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada's leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.

The University of Calgary has launched an institution-wide Indigenous Strategy committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion ([email protected]) and requests for accommodations can be sent to Human Resources ([email protected]).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role. 

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.