Facility Ambassador

Position Summary

The Facility Ambassador is a motivated and enthusiastic member of the Guest Relations team. This position is responsible for providing superior customer service by leading facility tours, sharing information, and driving engagement in our drop-in activities and events. This role model fosters positive experiences for staff, youth, and patrons alike. This position reports to the Services and Events Coordinator.

Specific End Results and Responsibilities

Positive Interactions

• Build positive relationships with youth in the facility
• Greet and talk to all guests and members of Westside
• Be accessible and approachable
• Provide facility information and be able to answer questions or know who to send the customer to get the right answer
• Serve as a positive role model for youth and staff in the facility

Supervision

• Facility Ambassadors will frequently walk through the gyms and main facility areas to connect with youth and ensure proper facility usage
• Supervise youth patrons to ensure proper code of conduct is being followed
• Ensure users are responsible for using the facility and are aware of the various rules in the facility
• Assist and deal with first aid and emergencies
• Ensure Westside provides a safe and friendly environment for all who visit
• Provide youth conflict resolution within the facility
• Monitor youth behavior as a preventative service in dealing with conflict
• Speak with youth about behavior concerns before they become incidents

Customer Service and Communication

• Greet, engage and welcome guests in a friendly, professional and courteous manner.
• Provide superior customer service in the delivery of facility tours and information
• Provide exceptional customer service when handling all necessary public enquiries, customer concerns and customer relations.
• Respect the customer’s viewpoint and perception, even when dealing with difficult patrons, and treat them with respect.
• Actively engage and build positive relationships with all guests and staff.
• Be friendly, positive and smile. Maintain a posture and body language that is inviting to patrons.
• Educating youth on the potential opportunities in the facility, including programs, activities, and volunteer opportunities
• Address the needs of the youth in a positive and respectful manner

Human Resources

• Complete payroll records in UKG system on an accurate and timely basis.
• As Facility Ambassadors mature in their role, they will assist in providing informal training, coaching and mentoring to junior or entry-level staff.
• Attend and participate in all mandatory staff meetings.
• Build and maintain effective relations with co-workers and supervisors in a positive team environment.

Risk Management

• Maintain current certification in all First Aid, CPR and AED training.
• Attend and complete all emergency procedure training and update sessions.
• Assist and respond appropriately to emergency situations. Provide clear, accurate and immediate communication to supervisors and other departments, if required.
• Ensure accurate and complete preparation of all incident reports.
• Document and communicate all behavior issues or incidents with youth
• Lead by example to ensure all general facility rules related to supervision, behavior, use and care of facility area are adhered to.
• Assist in ensuring cleanliness, safety and security of activity areas
• Maintain equipment in good working order
• Complete first aid kit inventory monthly

Youth Orientations and Facility Tours

• Facilitate and deliver Youth Orientations
• Give youth the skills they need to access the building independently
• Show the youth the various facility areas and associated rules
• Communicating information to parents
• Facilitate Facility Tours for all patrons

Equipment Lending

• Assist in lending out drop-in sports equipment, obtaining customer ID/Information, ensuring that equipment is returned in good working order
• Organize and supervise badminton rotation during the busier badminton periods when required

Gym Setup (Drop-in & Rentals)

• Assist in setting up gyms for the scheduled drop-in or rental activity for their scheduled shift
• Ensure a safe space by making sure there are no floor plates left on the floor, uncovered post holes, or other obstacles present that may cause injury to users
• Act as the contact for the rental group if they require assistance during the rental

Skills and Competencies

• Superior customer service skills
• Energetic and welcoming client-facing demeanor
• Excellent and clear communication skills both verbal and written
• Ability to work independently, if required
• Ability to develop effective working relationships and participate as an effective member in a team environment
• Adaptable and enjoy working in a hands-on team environment
• Strong organizational and problem-solving skills
• Ability to interact with and relate to patrons of all demographics
• Non-Violent conflict resolution skills and risk management awareness
• Strong leadership and interpersonal skills
• Must have a Vulnerable Sector Search completed within 10 days of the start of employment
• Must have current CSA Standard Z1210-17 Intermediate First Aid

In addition, the following skills would be an asset:

• Previous experience in a customer service role
• Background in recreation programs and facilities
• Fluent in a second language

Physical/Psychological Demands

• Ability to work in a fast-paced, sometimes noisy environment
• Ability to assist in difficult customer interactions and emergency-related incidents
• Ability to work flexible hours in a non-traditional schedule including early mornings, evenings, weekends and holidays
• Ability to lift 20-50 lbs daily
• Ability to remain on feet and/or sit for a period of up to 5 hours at a time
• Must hold high ethical standards as position may have access to confidential information.

Working Conditions

• Ability to manage stress related to dealing with difficult customer issues or emergency-related incidents.
• Ability to manage frequent increases in volume of customers or workload.
• Ability to work independently and problem-solve.
• Remote working not available for this position.
• Evening and weekend work required.