GENERAL DESCRIPTION

The Manager, Guest Services & Rural South reports to the Director, Sport and Recreation and oversees Guest Services, Sport Reservations, and our rural south facility operations within the Regional Recreation Corporation of Wood Buffalo (RRC). This position is tasked with developing and delivering an environment that creates a service standard for internal and external guests, promoting and coordinating programs, services and special events for the community, as well as develop and establish relationships with guests and encourage repeat visits while incorporating the core values of RRC. The Manager, Guest Services & Rural South runs an efficient and organized department that acts as the main contact/service center for internal and external guests and promotes guest loyalty consistently and efficiently while providing leadership for the Guest Services, Reservations, and Rural South staff, including training, motivating and managing employees. The Manager, Guest Services & Rural South is responsible for managing memberships, admissions, program registration, and all general inquiries at MacDonald Island Park while supporting all programs, services, and event inquiries and operations for the Anzac Recreation Centre and Conklin Multiplex.

RESPONSIBILITIES

• Leads and motivates a diverse workforce, ensures effective teamwork, provides resolution to employee relations and ensure high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Ensures effective management through the participation and development of the sub department’s annual business plan.
• Supports and management processes, evaluations, community engagement, and team meeting structures and communication strategies internal and external to the department
• Supports and manages sub department’s annual operating and capital budget and ensures that the department’s expenditures are maintained within approved budget limitations and revenues managed with the RRC strategic business plans and guidelines.
• Develops and communicates department policies and procedures to the team.
• Supports all guest services desk operations and procedures including registration, sales, and general inquiries.
• Expedites front lines, direct flow of guests and ensures a high standard of the guest service.
• Oversees all sport amenity reservations and bookings at MacDonald Island Park. Also oversee all programs, services, bookings, events, and general inquiries at the Anzac Recreation Centre and Conklin Multiplex.
• Supports general operations in the rural south facilities including but not limited to amenity conversions, custodial services, stakeholder hosting and program instruction.
• Provides leadership and establishes partnerships with external stakeholders, organizations, and associations within the region.
• Responsible for overall daily supervision, task assigning, and scheduling of departmental staff and sub contractors.
• Creates an environment for continuous improvement while focusing on operational efficiencies, staying abreast of new trends, and adopting opportunities for new training and development.
• Develops, analyzes, and produces monthly reports and recommendations for the overall guest experience.
• Provide leadership, mentorship and operational coaching to the Guest Services, Reservations and rural South Teams.
• Delivers and coordinates training, efficiencies, and quality control of the organization’s scheduling software.
• Other duties as assigned.

QUALIFICATIONS: Education & Experience

• Requires a four (4) year Bachelor’s Degree in Business Administration or Sport and Recreation Management or related discipline or equivalent education and experience.
• First Aid/CPR/AED Certification.
• Minimum five (5) years of experience in a recreation, guest experiences industry along with two (2) years of progressive management experience.

QUALIFICATIONS: Knowledge, Skills & Abilities

• Strong time management and administrative skills.
• Ability to multitask, take initiative, self-starter, entrepreneurial.
• Highly organized with strong attention to detail with the ability to be flexible and work well under pressure.
• Thorough knowledge and use of scheduling software’s and Point of Sale (POS) Systems.
• Computer proficient with knowledge of Microsoft office (Word. Excel, Publisher).
• Skilled in inventory management.
• Strong sense of professionalism and diplomacy.
• Strong work ethic and positive team attitude.
• Ability to prepare complex and sensitive briefs/correspondence and provide leadership advice and knowledge in a timely manner.
• Excellent interpersonal skills and demonstration of strategic relationships and creative problem-solving skills.
• Demonstrated ability in working with diversity of skills, professions and cultures.

OTHER REQUIREMENTS

• This position may require travel between our various facilities within the Wood Buffalo Region. Access to reliable transportation is necessary.
• Valid Class 5 Driver’s License Required (If traveling, select yes)
• Criminal Record Check with vulnerable sector check

WORKING CONDITIONS

• This position requires full time work (40 hours per week) and a flexible schedule including statutory holidays, early morning, late night, and weekend work. Due to the cyclical nature of the recreational facility, this position may be required to work varying schedules to reflect the business needs of the facility.
• Sitting extended periods of time viewing computer screen with moderate to high noise level.
• Manual and finger dexterity to use desktop computer and peripherals.
• This position may include heavy lifting of supplies and equipment up to 25 lbs.