Job Description

Company Overview

The Calgary Winter Club is Calgary's premier private family Club, dedicated to providing an outstanding employee experience. We believe in the importance of work-life balance and offer a supportive environment that values diversity and equity.

Summary

We are looking for an Experience & Standards Manager, who is responsible for driving the CWC's culture of hospitality, service excellence, and safety. This role ensures every member and guest experience reflects the Club's values while maintaining a safe, respectful, and welcoming environment. The Manager oversees the Service Excellence Program and the Health & Safety Program, balancing both proactive leadership and responsive action in service, conduct, and safety standards.

Responsibilities

1. Champion Service Excellence & Member Experience

Develop, implement, and refine service standards and training that reflect our brand values Design and deliver member experience strategies to achieve exceptional satisfaction ratings Partner with HR on onboarding, retraining, and performance management related to service delivery Mentor and support managers and staff to foster a service-driven culture across all operations

2. Uphold Member Conduct Standards

Investigate and address member conduct issues with discretion, applying disciplinary actions or recommendations as appropriate Lead initiatives that promote and reinforce positive conduct and service standards

3. Lead Health & Safety Program

Ensure compliance with Alberta OHS legislation; promote a proactive safety culture Manage and support the Health & Safety Committee Conduct inspections, audits, and investigations of accidents, incidents, and near misses Oversee training requirements (e.g., SFA, CPR) and update safety manuals, signage, etc. Act as primary contact for incident notification, reporting, and follow-up

4. Develop and manage budgets for training and safety initiatives

Design and deliver member experience strategies to achieve exceptional satisfaction ratings Partner with HR on onboarding, retraining, and performance management related to service delivery Mentor and support managers and staff to foster a service-driven culture across all operations

Qualifications

Customer service is an integral part of their character High standard in ethics, honesty, integrity, and diplomacy Outstanding organizational and motivational skills, attention to detail and observation ability Understanding of legal health and safety guidelines and legislation Exceptional communication, writing, public speaking, and training/facilitation skills Hospitality related post secondary education with a minimum of 5 -7 years' progressive experience Minimum two years direct involvement with health and safety responsibilities in the workplace Understanding/experience working in recreational/sport facilities Red Cross Standard First Aid/CPR instructor certification an asset

Important Information

We welcome applications from all qualified candidates, including women, Indigenous peoples, persons with disabilities, and members of visible minorities. We value a diverse workforce that reflects the communities we serve. We are committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise us during the recruitment process. Must be legally eligible to work in Canada and, where applicable, must have a valid work permit or study permit that allows the candidate to fulfill the requirements of the role. The successful candidate in this role will be required to complete a clear security clearance. We thank all interested applicants; however, only those selected for an interview will be contacted.
Job Types: Full-time, Permanent

Pay: From $80,000.00 per year

Benefits:

Company events Dental care Disability insurance Discounted or free food Employee assistance program Extended health care Life insurance On-site gym On-site parking Paid time off RRSP match Store discount Vision care Wellness program
Education:

Bachelor's Degree (preferred)
Experience:

Hospitality: 5 years (required)
Work Location: In person