Team Lead Guest Services

The City of Grande Prairie is a vibrant, growing community located in the beautiful Peace Country region of Alberta. We are committed to providing exceptional public service and enhancing the quality of life for all residents. Grande Prairie is a great place to live, work, and play.

Our Recreation Department is looking for a dedicated Team Lead Guest Services to join the team.

Position Responsibilities

As a Guest Services Team Lead, you set the stage for first impressions and ongoing commitment to service excellence and will provide a link between front line staff and the supervisor. The exceptional service and informative details regarding the City's offerings including events, rentals and programming opportunities to all guests is 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.

• Front-line sales and service both in person, via email, and on the telephone.
• Ongoing administration duties including staff scheduling.
• Assist in recruitment of guest services staff.
• Response to non-urgent and emergent situations.
• Assume responsibilities and tasks of supervisors in the absence of supervisor or facility manager.
• Promote and model exceptional guest service.
• Program sales and registration.
• Room rental sales and service.
• Liaise with facility user groups and guests.
• Deliver exceptional customer service to all customers including: tourists, user groups, contractors, staff, volunteers, City departments and other community organizations.
• Watch for clues in the details, take initiative to follow thorough to fix, challenge, change, and fully complete requests. It is your responsibility to take ownership, seeking solutions and always keeping a focus on what is best for future business.
• Model exceptional service both 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 to maximize all requests.
• Must radiate positivity and be conscientious in your work, whether working independently or in a team environment.
• Detail oriented person with an awareness that your work impacts the success of the entire team and departmental goals.
• Able to take immediate action and problem solve quickly to benefit the health, wellness and safety of the team and our guests.
• Polite, informative, knowledgeable, efficient and proficient in all the work that you do.
• Assist with department special events and promotion of events.

Qualifications

• A natural communicator with a genuinely positive and empathetic personality.
• Proven experience in customer service, with a minimum of two (2) years in a guest-facing role.
• Demonstrated proficiency with computers and recent experience working in a Windows-based software environment.
• Proven accuracy and proficiency in cash handling and reconciliation.
• Flexibility to work rotational shifts, including early mornings, days, evenings, weekends, and statutory holidays.
• Ability to multitask effectively in a fast-paced, time-sensitive environment.
• Ability to use handheld radios and microphones to communicate with operational teams and make facility announcements.
• A professional, well-groomed appearance and the ability to represent the City of Grande Prairie brand in a positive manner to guests and teammates.
• Fluency in English, both written and verbal; proficiency in an additional language will be considered an asset.
• A clear Criminal Record Check.
• Valid First Aid Certification.

Hours

The standard workweek consists of an average of 35 hours, with the specific schedule being determined by the immediate supervisor.

Compensation

Salary range $30.63 to $39.62 per hour as per the Out-of-Scope Agreement.

Benefits

Comprehensive benefits package. What We Offer | City of Grande Prairie (cityofgp.com)

Diversity & Inclusion

The City of Grande Prairie is committed to building and sustaining an inclusive work environment composed of individuals with unique experiences, perspectives, talents, and contributions who welcome, support, respect and value all members of the community.

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.

• 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.
• Our application review process includes a thorough evaluation of all submissions. Short-listed candidates will be contacted for interview scheduling.
• This posting will be open until a suitable candidate(s) is/are found.
• This posting may be used to fill future vacancies in this position.
• This posting may be used to fill more than one position.

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 answer any questions you may have.