Job Description

Description

The Guest Relations Lead is a motivated and enthusiastic member of the Westside Guest Relations team in the Customer Service Department. As the first point of contact with all guests, this position sets the initial expectation of exceptional customer service. This position works with the team in providing superior customer service in the delivery of facility access and information, program registrations and membership sales. The key priorities include: direct supervision of staff while on duty, coaching and mentoring of staff as well as handling of non-routine transactions and conflict situations.

Position Description

Greet, engage and welcome guests in a friendly, professional and courteous manner. Provide superior customer service in the delivery of facility information and access, program registration, membership sales and personal training, both in person and over the phone. Keep abreast of and provide pertinent information such as facility access, programming and membership. Provide exceptional customer service when handling all necessary public enquiries, customer concerns and customer relations. Lead, train and mentor the Guest Relations Ambassadors while on shift. Respect the customer's viewpoint and perception, even when dealing with difficult patrons, and treat them with respect. Actively engage and build positive relationships with all guests and staff. Be friendly, positive and smile. Maintain a posture and body language that is inviting to patrons. Effectively model and enhance customer service situations and act as the initial support person for circumstances requiring further resolution.

Qualifications:

Minimum high school education, additional post-secondary in hospitality/tourism an asset 2-3+ years of guest services experience preferred, ideally in a fitness/community recreation environment Must have current Alberta Approved First Aid training agency - CSA Standard Z1210-17 Intermediate First Aid Fluent in a second language is an asset Proficient in Microsoft Office, Outlook and a willingness to learn new technology, previous experience in a recreation software such as Xplor Recreation (PerfectMind) an asset Must be a minimum 18 years of age

Skills Required:

Superior front line customer service skills, hospitality/guest relations experience an asset Energetic and welcoming client-facing demeanor Friendly and professional phone etiquette Excellent and clear communication skills both verbal and written Strong organizational skills and attention to detail Ability to work independently Adaptable and enjoy working in a hands-on team environment

Physical/Psychological Demands:

Adaptable and enjoy working in a hands-on team environment Ability to work in a fast-paced, sometimes noisy environment Ability to assist in difficult customer interactions and emergency-related incidents Ability to work flexible hours in a non-traditional schedule including early mornings, evenings, weekends and holidays Ability to lift 10-15 lbs daily Ability to remain on feet and/or sit for a period of up to 5 hours at a time Must hold high ethical standards as position has access to confidential information and cash handling duties

Employment Term:

Part-time position, year round employment, 10-20 hours/week Variable shifts during operational hours of 5:00am to 10:15pm including weekends and holidays. Anticipated schedule: 3-4 Open Shifts per week (5am-10am or 5am-1pm)

Qualifications

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Licenses & Certifications

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Required

CSA Standard Z1210-17 IFA



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Licenses & Certifications

Required* CSA Standard Z1210-17 IFA