Venue Services Coordinator

The Canada Games Centre (CGC) is a vibrant multi-sport community and recreation centre in Halifax, Nova Scotia. We are a 176,000 sqft facility operated by a non-profit society committed to promoting physical literacy, fitness and wellness, and to supporting the needs of high performance sport & athlete development. The Centre runs sport and recreation programs, camps, fitness classes and so much more in an inclusive environment. Located in Mi’kma’ki, the ancestral and traditional lands of the Mi’kmaq people, the CGC acknowledges the Peace & Friendship Treaties signed in this Territory and recognizes that we are all Treaty People. Together, we inspire healthy active living.

Position Summary

Reporting to the Manager, Service Operations, the Venue Services Coordinator supports the organization by providing supervisory leadership and exceptional customer service to internal and external clients of the Canada Games Centre. This position is responsible for the supervision of the Field House mainly during evenings and weekends, assisting the customer service team and facilities & rentals teams with service delivery throughout the building, and requires flexibility for hours and days of the week worked. The Venue Services Coordinator has direct supervisory responsibility for the team of Field House Attendants who supervise the Field House area.

This role provides administrative support with items such as payroll submission, staff schedule creation, interviewing, training, uniform inventory, helping users uphold the user code of conduct, and reporting. The successful candidate will be passionate about working in a recreation environment and want to help staff be focused on providing customer service excellence to our members and guests. Additionally, this individual will develop rapport with members and guests to help improve their overall experience at the Canada Games Centre. Strong problem-solving skills and exceptional attention to detail are pivotal to success in this role.

Responsibilities

• Ensure buildings physical readiness for regular operations including but not limited to, proper coordination of frontline staff, set-up for facility bookings, facility cleanliness, set-ups for events and rentals, customer engagement, and other day-to-day operations tasks

• Supervise team of approximately 12 Field House Attendants who oversee the Field House for set-ups of daily bookings and special events • Walk-through facility and check in with staff working in each area on an hourly basis when on-site

• Audit the facility function areas during each shift and prepare daily summary reports to speak to staffing levels appropriateness and gaps that may exist

• Assist and support staff with customer interactions and issues that may occur as well as provide feedback for taking corrective action and/or disciplinary action as required

• Ensure standards of customer engagement and job performance are being met

• Re-allocate employees and facility space as necessary based on need • Represent the organization in a professional demeanor that inspires fellow team members to present themselves in a positive and inclusive way

• Lead the Lost & Found duties for the facility

• Organize and assist with distribution of the uniform inventory for the facility. Including providing a monthly report for reconciliation to Finance Team • Always carry facility keys and radio during your shift

• Assist in the screening, hiring, and on-boarding process for new employees in the Field House

• Coordinate the non-medical incident reporting processes for the facility. Involves working closely with all staff who serve on the Person on Duty schedule, following up with persons involved in incidents, and coordinating facility suspensions if deemed necessary by nature of incident

• Prepare end-of-shift reports and distribute as necessary to departments impacted

• Work on special projects that contribute to the operations of the Canada Games Centre

• Collaborate closely with all Canada Games Centre business units in delivery of services across the facility

• Other projects and duties as assigned by the Manager, Service Operations

Safety & Security

• Taking a leadership role in the event of a major emergency in the facility

• Ensure accident, incident, and theft report forms are completed and provide necessary follow-up as required with departments and managers

• Guarantee a safe and enjoyable experience for staff and users by ensuring adherence to the Canada Games Centre User Code of Conduct

Risk Management

• Recommending policy and procedures to ensure efficiency and safety of daily operations in your area

• Identify risk areas and take corrective action Qualifications Required

Qualifications

• Minimum of 2 years of experience in a recreation/fitness/sport facility in a similar role or combination of school and work experience

• Customer service training and exceptional customer service skills

• Excellent problem-solving skills, attention to detail, and a focus on collaboration and teamwork

• Conflict resolution skills and experience dealing with conflict successfully

• Ability to confidently, professionally, and strategically manage the logistics associated with running a multisport facility with a diverse clientele. Including but not limited to, members, spectators, rental groups, and athletes

• Proven track record of building strong staff culture and engagement

• Demonstrated ability to multi-task • General working knowledge of OH&S and other relevant provincial legislation

• Experience with computer applications and programs such as Microsoft Office Suite

• This position includes heavy lifting of supplies and equipment and may be exposed to loud noises and will require an individual to be able to concentrate in a busy environment

• Strong written and verbal communication skills

Desired Qualifications

• AED Certification and Current CPR certification (can be completed upon hiring)

• Experience with Legend Customer Management software is considered an asset

• Experience scheduling staff

Education & Experience

• Degree/Diploma in Recreation Management, Business Administration, Community Recreation, or related discipline and combination of experience

• Experience supervising and coaching successful teams

• Strong analytical, leadership, and problem-solving skills

• Exceptional attention to detail • Excellent logistical ability to manage multiple projects daily

• Good decision-making skills • Ability to coach, train and guide peers, volunteers and participants

• Compassion, patience, and understanding

Competencies

Service Orientation, Communication, Customer Service, Problem Solving, Flexibility, Initiative, Relationship Building, Teamwork & Cooperation, Valuing Diversity

Working Conditions

• This position requires full-time, 35 hours per week, work. Specifically, the Venue Services Coordinator is scheduled within the hours of 2:30pm-10:30pm Wednesday to Friday and 1:30pm-9:30pm Saturdays and Sundays. Flexibility for working a schedule between the building hours of 5:30am-10:00pm, Monday through Sunday, mornings, evenings, and weekends to meet the needs of our business is a requirement

.• Additional flexibility will be required with schedule when required by facility operations and demands. This includes the potential to be on call when required by facility operations and schedule demands and to serve as the Person on Duty (POD) on our duty schedule with other facility Coordinators / Supervisors / Assistants Working conditions in general, subject to seasonal programs, evening shifts, budgetary planning exercises or individual projects or events

• Psychological Demands: Potentially high stress environment due to multi-task requirement and customer expectations

• Safe lifting, carrying and first aid techniques must be adhered to

• Exposure to loud noises and ability to concentrate in a busy environment

Notes • Criminal Record & Child Abuse Registry checks will be required as part of the hiring process

What’s in it for you?

• Group benefits and RRSP plan

• Education allowance

• Free facility membership

• Free parking and proximity to Halifax Transit

• Amazing team environment

• Organization committed to extraordinary staff and customer experience

Compensation

Salary will be based on a range from $42,840-$59,160 commensurate with education and level of experience. Hiring band is from $42,840-$50,500.

Applications Instructions To apply, please submit a cover letter and resume, outlining how you meet the specific qualifications listed in the job posting to Wasan Nayfeh at careers@canadagamescentre.ca by Wednesday September 11, 2024.

Please include your full name and the position you are applying for in the subject line. Failure to properly identify your application or attach working documents may result in your application being omitted.

We are a welcoming and supportive environment whose goal is to be a diverse workplace representative of the citizens we serve. Indigenous people, persons with disabilities, African Nova Scotians, racially visible persons, women in occupations where they are under-represented, and the LGBTQIA2S community are encouraged to self-identify on your application

Canada Games Centre Halifax