Service Excellence Manager

POSITION TITLE:

Service Excellence Manager

REPORTS TO:

Chief Executive Officer

PURPOSE OF POSITION:

The Glencoe Club and The Glencoe Golf & Country Club (The Glencoe) are seeking a Service Excellence Manager to join the Senior Leadership Team and lead the development of a consistent, exceptional service culture across both Clubs.

Reporting directly to the Chief Executive Officer, this role is responsible for creating a common understanding of what exceptional hospitality looks like at The Glencoe and driving that culture by equipping leaders to build, coach, recognize, and sustain those standards throughout the organization.

The Service Excellence Manager will develop and implement service standards, coaching frameworks, training programs, recognition initiatives, service recovery practices, and measurement systems that elevate both the employee and member experience across all areas of the organization. Working closely with the Senior Leadership Team, department leaders, and Human Resources, you will help ensure that every interaction reflects the Club’s mission, vision, and values.

The successful candidate will be highly visible, actively engaged in frontline service environments, and highly collaborative while developing strong relationships and creating impact across both Clubs. Success will be achieved through influence, coaching, collaboration, and leadership rather than direct authority.

The role operates across both The Glencoe and requires a regular presence at both locations.

VALUES:

• Govern yourself and others’ behaviours according to the Values of The Glencoe Club

1. Show that we Care in everything we do
2. Build Relationships with members and employees
3. Treat everyone with Respect
4. Do what is best for the members, staff and the Club based on Integrity
5. Continuously Improve processes, systems and service through Innovation
6. Commit to a pro-active health and safety program that focuses on Wellness

STRATEGY:

• Drive a culture of exceptional hospitality through establishing service standards and expectations, developing training programs/protocols, and delivering change management through training, education, and influence
• Measure and enhance organizational performance through establishing KPIs and measurements that provide guidance, visibility, and gauges of success
• Create synergies and outcomes that assist in achieving Senior Leadership Team and Club goals, benchmarks, and deliverables
• Look for and capitalize on significant opportunities that will aid in creating Club-wide impacts, achievements, and sustainability in the areas of membership
• Prioritize and elevate the creation of exceptional experiences, providing an industry-leading level of customer service to further enable our ability to meet and exceed our member expectations

EDUCATIONAL, EXPERIENCE AND SKILLS REQUIRED:

• Completed post-secondary education (Degree/Diploma) in Hospitality, Business, Leadership, Adult Education, or a related field
• Minimum seven (7) years of progressive leadership experience within hospitality, luxury service, premium retail, private clubs, restaurants, hotels, or other service-focused environments
• Demonstrated success creating, implementing, strengthening, or sustaining high-performing service cultures.
• Proven experience coaching supervisors, managers, and emerging leaders to build organization-wide competencies/capabilities and proactively manage change
• Exceptional facilitation, communication, presentation, and relationship-building skills.
• Demonstrated ability to influence organizational change without direct authority
• Experience developing service standards, service recovery programs, leadership development initiatives, or customer experience frameworks
• Strong emotional intelligence, interpersonal awareness, and coaching capability matched with relentless passion, enthusiasm, and contagious energy
• Private club experience is considered an asset but is not required

ACCOUNTABILITIES:

Service Excellence

• Create and maintain service standards that support consistent member and employee experiences across all departments
• Ensure service excellence principles are embedded into daily operations, leadership practices, and employee behaviours

Leadership Coaching & Development

• Partner with the Senior Leadership Team and Human Resources to strengthen leadership capability throughout the organization
• Provide service excellence input into leadership hiring processes where appropriate

Recognition & Storytelling

• Administer and champion:
• Monthly Service Excellence Awards
• Service Excellence Spot Awards
• Service Story of the Month Program
• Recognition Nominations
• Partner with Communications and Human Resources to ensure service excellence stories are regularly featured in employee communications and organizational events

Member Experience & Internal Service Culture

• Promote the philosophy that exceptional member experiences begin with exceptional internal service between departments and teams
• Support the development of a culture where employees actively seek opportunities to anticipate needs, build relationships, and create memorable experiences

Measurement & Continuous Improvement

• Identify trends, opportunities, and areas requiring improvement
• Benchmark leading service organizations and hospitality brands to identify best practices and opportunities that can enhance the Glencoe experience
• Recommend improvements that strengthen service consistency, leadership effectiveness, and member satisfaction

RESPONSIBILITIES:

• Develop, implement, and sustain a Club-wide service excellence framework that establishes a common understanding of exceptional hospitality across both Clubs
• Design and facilitate service excellence initiatives that elevate hospitality, professionalism, and member engagement
• Develop and implement service recovery standards and coaching practices through tools, guides, and education that empowers employees and leaders to effectively resolve service failures.
• Translate the Club’s mission, vision, and values into practical service standards by defining service expectations, practices, and protocols at the leader and employee level that can be consistently applied across Clubs and departments
• Coach supervisors and managers in service leadership, recognition, hospitality, communication, accountability, and employee engagement
• Facilitate leadership development programs and learning experiences that support a culture of service excellence
• Partner with Human Resources and department leaders to embed service expectations into onboarding, leadership development, performance conversations, employee training, and team communication practices
• Develop and lead programs that celebrate, reinforce, and share examples of exceptional service throughout the organization
• Identify, document, and communicate exceptional service stories that reinforce desired behaviours and cultural expectations
• Maintain a consistent, visible presence on the floor throughout both Clubs to observe service delivery, identify opportunities, and reinforce service standards
• Build meaningful relationships with members, employees, supervisors, and managers to better understand expectations, challenges, and opportunities
• Enable sustainment through establishing Key Performance Indicators, educating and ensuring consistent alignment with well-established targets and metrics
• Develop and maintain a Member Experience Dashboard that measures progress and organizational performance
• Monitor service excellence metrics, member feedback, service audits, mystery shopping results, and service recovery outcomes, identifying and reporting on timely successes/opportunities

PERSONAL DEVELOPMENT:

• Continuous education and development in the areas of leadership, team development, coaching/training, and supervising teams.
• Maintain a connection to industry through attendance at conferences, education, and continuous learning on recreation as well as private/public clubs
• Continuously identify training, growth and leadership opportunities for yourself and the organization
• Ensure consistent connection to Club operating systems, technology, and updates/revisions/amendments that continue to position the Club at the forefront