Gestionnaire, Service à la clientèle / Manager, Customer Service

REAL finds itself in the enviable position of managing one of the most interesting and versatile connected spaces in North America with an opportunity to impact the lives of millions by creating life-long memories and delivering exceptional experiences.
Reporting to the Director, Asset Protection and Deliverables, the Manager, Custodial Services leads the custodial team in delivering a consistent, high-quality custodial program across all facilities operated by Regina Exhibition Association Limited (REAL). This role is responsible for developing, implementing, and maintaining custodial standards that align with industry best practices to ensure clean, safe, and welcoming facilities.
The Manager oversees daily custodial operations, ensuring service standards are met while fostering an exceptional guest experience. This position provides leadership, develops high-performing teams, and collaborates across departments to maintain the presentation of REAL's venues and support world-class events and experiences.

Leads, oversees, and manages custodial operations, programs, and services across all REAL facilities by:
Developing, implementing, and continuously improving a standardized custodial service delivery model that aligns with industry best practices and legislative requirements.
Establishing and maintaining training programs, job standards, and standard operating procedures (SOPs) to ensure consistent service quality, productivity, and compliance.
Monitoring service levels through inspections, audits, and performance reviews to ensure facilities meet cleanliness, maintenance, safety, and customer service standards.
Developing and implementing short- and long-term strategies, policies, procedures, and service standards that support departmental and organizational objectives.
Translating strategic priorities into operational plans and ensuring resources, staffing models, and service delivery programs are aligned to achieve desired outcomes.
Researching industry trends, emerging technologies, and best practices to enhance productivity, service quality, and operational effectiveness.
Developing and implementing workplace health and safety programs, training initiatives, and risk mitigation

Contributing to the development and management of annual operating and capital budgets.
Monitoring expenditures, financial performance, and forecasts while implementing controls to ensure budget compliance.
Reviewing service contracts and vendor performance, making recommendations to optimize service delivery and manage costs.

Recruiting, onboarding, training, coaching, mentoring, and evaluating staff while managing performance, discipline, scheduling, succession planning, and employee development activities.
Providing leadership and guidance to the Assistant Manager, Custodial Services.
Fostering a culture of accountability, collaboration, innovation, safety, and service excellence.
Monitoring employee engagement and implementing initiatives that support retention, productivity, morale, and professional growth.
Permanent Full Time Position.
Monday - Friday; May be required to answer calls outside of regular business hours and provide guidance to evening shift staff
Post-secondary education in a related field or an equivalent combination of education and experience.
Three (3) to five (5) years of progressive leadership experience in custodial, facilities, environmental, or operational services.
Experience managing services in a large, complex, and preferably unionized environment.
Knowledge of custodial operations, cleaning practices, waste management, sustainability initiatives, and industry standards.
Proven ability to lead teams, manage change, improve service delivery, and enhance guest satisfaction.
Experience in workforce planning, scheduling, coaching, and performance management.

Excellent communication, interpersonal, and relationship-building skills with the ability to engage effectively at all levels
Ability to effectively manage competing priorities in a fast-paced environment.
Ability to thrive in a fast-paced, changing environment while managing multiple priorities and meeting deadlines
Make a difference in your own community.
A wide range of employment opportunities to fit your own lifestyle – whether that’s committing to us in a full-time capacity or more of a casual role that is event specific and tailored around your own availability.
We offer competitive wages and industry standard benefits.
For more information visit our website at .