Guest Experience Supervisor

The Region

Home to endless skies and boundless opportunities, Grande Prairie is in the heart of the Peace Region in

Northwestern Alberta. The largest urban centre north of Alberta’s capital, Grande Prairie is a thriving young city of over 69,000 with a median age of 34. Whether it's parents pushing a stroller, children filling the Eastlink Centre, or families biking on one of the many trails, there are signs of youth everywhere you turn. Grande Prairie’s youthfulness arises from the exciting opportunities that enabled population growth of over 73% between 2001 and 2021. More than 80 different cultural and ethnic groups contribute to the community which not only serves as a hub for the surrounding area but also as the heart of a thriving regional population of almost 300,000 people.

Attracting businesses, jobs, and people is enabled by a well-balanced blend of agricultural industry, strategic location, and diverse wealth of natural resources including oil, natural gas, coal, and lumber. This diversity provides a great opportunity for careers across a variety of industries. In addition, Alberta’s newest Polytechnic institution (Northwestern Polytechnic) serves as the capstone for an outstanding local educational system that facilitates personal and career growth across a full range of opportunities.

The community offers an intriguing mix of mid-size city community and big city amenities that is often referred to as “urban without urban grind”. There is endless possibility for residents to get involved and connected! For sport and recreation fans, there is a wide variety of parks and trails to explore across the city, as well as several state-of-the-art recreational facilities. An exciting and engaged arts and culture community is also very active in venues such as the Montrose Cultural Centre, the Centre for Creative Arts and the Grande Prairie Live Theatre and supported by a multitude of cultural and neighbourhood associations.

With something for everyone, Grande Prairie is the perfect place to thrive!

The Opportunity

The Guest Experience Supervisor provides staff supervision and management of Guest Experience reception areas at the Eastlink Centre, Aquatera Outdoor Pool, Dave Barr Community Centre, and Design Works Centre. The Guest Experience Supervisor also provides direction and consistency concerning exceptional guest service and service standards. Another major function of the position is to oversee the day-to-day income of the assigned City recreation facilities through sales targets, membership fees, and daily drop-in sales. The Guest Experience Supervisor engages in internal facility wide collaboration at the supervisor level ensuring systems innovation and efficiency throughout the facility.

Responsibilities

• Set and implement facility-wide service standards.
• Manage guests concerns that front counter staff are unable to resolve.
• Provides and supports exceptions for program registration and membership sales when required in collaboration with other supervisors.
• Plan and organize tasks and staff to operate the Community Knowledge Campus, Aquatera Outdoor Pool, Dave Barr Community Centre, and Design Works Centre administration area.
• Manage dynamics of the Guest Experience team including recruiting, hiring, performance management, training, ongoing coaching, guiding, and mentoring.
• Manage the performance development of Guest Experience team.
• Sign-off responsibility in Workforce Management software, ensuring accurate time-card entry.
• Communicate within the department, organization, and external.
• Plan and deploy direction and momentum to the Business Plan.
• Create and implement a work group-specific strategic communication plan.
• Plan, schedule, organize and run staff meetings and training.
• Ongoing commitment to role model, implement, and coach staff on Guest Experience service standards of excellence.
• Act for Guest Services Manager while absent including report, set direction, and all other management responsibilities.
• Bank run for change once or twice a week.

You Bring

• Two years of post-secondary education in Business Administration, Sports & Recreation programs, or other related fields.
• Experience in a leadership role at a recreation facility will be considered an asset.
• An equivalent combination of education, training, and experience may be considered.
• Exceptional interpersonal, communication, presentation, facilitation, problem-solving, decision-making, leadership, and management skills.
• Ability to maintain strict confidentiality and a high level of trust and respect across the organization.
• Experience with Recreation Management software will be considered an asset.
• Proficiency with the Microsoft Office suite.
• Effective supervisory and leadership skills.
• Exceptional Customer Service knowledge and skills.
• Standard First Aid will be considered an asset.

Hours

40 hours a week, within the operational facility schedule Monday to Sunday 5:30 am to 11 pm. Typical working hours will be Monday-Friday 8:30 am to 5 pm.

Compensation

Starting Salary $34.71 per hour as per the Out-of-Scope Agreement (D Band, Entry Step).

Selection Process

We appreciate your interest in our organization, and we thank you in advance for your application. Candidates selected for an interview will be notified via phone or email.

1. To apply for this position, please utilize the "Apply Now" tab on this web page to submit your comprehensive cover letter and up-to-date resume.

2. Our application review process includes a thorough evaluation of all submissions. Short-listed candidates will be contacted for interview scheduling.

• This posting may be used to fill future vacancies in this position.
• This posting may be used to fill more than one position.
• This posting will be open until a suitable candidate(s) is/are found.

Note: After submitting your application and uploading your resume, you should expect to receive an email confirmation indicating that your application for this position has been successfully submitted. If you receive this email, there is no need for any additional contact with us regarding this position.

To efficiently manage the high volume of applications we receive for each job posting, we are unable to address job-specific inquiries prior to the interview stage. However, if you progress to the job interview stage, we will gladly provide answers to any questions you may have.