Member Services Manager (including Front Desk)

Job Responsibility:

We are seeking a full time Member Services' Manager. Who is the right person? Someone who is outgoing, multi-tasker, organized, personable with exceptional customer service and mentoring/coaching skills, and sees opportunity when they face difficult conversations. Service and hospitality is your lifeblood.

Key Responsibilities

• Oversee the complete operations of our Member Services (Front Desk), security desk, and Duty Managers, including hiring, payroll, training, budgeting, labour costs, etc.
• In-depth knowledge of Club policies and procedures to guide members and staff in matters, e.g. conduct, supporting success of our people and our organization, and identifying new opportunities to better serve our membership
• Collaborate with the many sport and service sections of the Club; anticipate service demand changes, track special events within the Club, and build a seamless experience for members and guests when they arrive at the Club
• Maintain firsthand knowledge of Club events and ongoing awareness of Club programs (seasonally and annually) and ensure rollout to the services team for facilitation
• Manage the security protocols and systems within the Club; ‘first responder' procedures, security system, staff, and patrols

Knowledge & Skills Required

• Takes initiative and ownership of task; solutions oriented and proactive in nature
• Excellent customer service and communication skills
• Ability to maintain and project a fair and positive attitude within a teamwork environment
• 5 years experience in a supervisory role including experience in employee matters and training; experience in a private club is an asset
• Degree/diploma in Business Administration or related field
• 5 years progressive customer service experience in a supervisory role
• 2 years experience with security system administration
• Intermediate to advanced MS Office computer skills

Additional Benefits of Working for the CWC:

• Comprehensive benefit plan including a Group RRSP
• Complimentary onsite parking for Employees
• 'Staff in Action' usage of the Club facilities, which includes Staff Classes and more
• Discounts at The Shop, personal training sessions and professional massage services, right in the Club
• Work with a fun, diversified team who are passionate about customer service and creating a great culture

Important Information

• This is position is posted both internally and externally
• 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 Type: Full-time

Pay: $70,000.00-$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

Flexible Language Requirement:

• French not required

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Experience:

• conflict resolution: 3 years (required)
• supervisory: 5 years (required)
• customer service: 5 years (required)

Work Location: In person

Application deadline: 2024-07-18