Team Lead Guest Services

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

As a Guest ServicesTeam Lead, you set the stage for first impressions and ongoing commitment to service excellence and will provide a link between front-line staff and supervisors. The exceptional service and informative details regarding the City's offerings including events, rentals and programming opportunities to all guests are of utmost importance. All transactions related to day-to-day drop-in sales, fees, programs, services and registrations are the responsibility of the Guest Services representatives. We are looking for candidates who would be available on weekends during daytime hours (between 9 am-6 pm).

Functions include:

• Front-line sales and service both in person, via email, and on the telephone
• Ongoing administration duties including staff scheduling
• Assist in the recruitment of Guest Services staff
• Response to non-urgent and emergent situations
• Assume the responsibilities and tasks of supervisors in the absence of a supervisor or facility manager
• Promote and model exceptional guest service
• Program sales and registration
• Room rental sales and service
• Liaise with SDWC facility user groups and guests
• Cash handling and reconciliation

Responsibilities

As a Team Lead, you will deliver exceptional customer service to all customers including tourists, user groups, contractors, staff, volunteers, City departments and other community organizations.

As an integral part of customer care, you must watch for clues in the details, and take initiative to follow through to fix, challenge, change, and fully complete requests. It is your responsibility to take ownership, seek solutions and always focus on what is best for future business.

• As a Team Lead, you model exceptional service on-stage and off-stage. You must be approachable and caring, ready to engage with our guests, providing current and accurate information along with guidance on how we can help maximize all requests.
• You must radiate positivity and be conscientious in your work, whether working independently or in a team environment.
• You are a detail-oriented person with an awareness that your work impacts the success of the entire team and departmental goals.
• You can take immediate action and problem-solve quickly to benefit the health, wellness and safety of the team and our guests.
• You are polite, informative, knowledgeable, efficient and proficient in all the work that you do.

You will help Guest Services with the following:

• Set up and tear down for rentals
• Assist with department special events and promotion of events
• Assist with general administrative tasks and research
• Processing payments and sales
• Assist with public safety and follow safe work practices
• Required to work independently with minimal to no supervision
• Must be able to lift up to 50 pounds

You Bring

• Two years of post-secondary education in Office Administration, Business Administration or Hospitality; or an equivalent combination of experience.
• Two years in a customer service role
• Proficiency in cash handling and reconciliation.
• Ability to make independent and sound decisions in a fast-paced environment.
• Computer skills: Microsoft Office Programs (Outlook, Word, Excel & Access) experience with Recreation Management Software.
• Enthusiastic can-do attitude, highly self-motivated, detail oriented and a well-developed sense of drive.
• Strong verbal and written communication
• Problem-solving and coping skills in a fast-paced environment
• Organization skills and time management
• Excellent customer service experience and skills including dealing with difficult customers
• Ability to exercise mature judgment to interact positively with guests, customers and staff
• Experience dealing successfully with difficult customers
• Driver's license
• First aid certification

Hours

The standard workweek consists of an average of 35 hours, working Wednesday to Sunday 9 am to 5 pm.

Compensation

Starting Salary $29.29 per hour as per the Out-of-Scope Agreement (Band C, 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.