Guest Services Supervisor

GUEST SERVICES SUPERVISOR

The Trico Centre for Family Wellness is currently looking to add a Guest Services Supervisor to our team. The Guest Services manager plays a central role in creating a positive, efficient, and service‑driven experience for all members and visitors at the Trico Centre for Family Wellness. Reporting directly to the Membership and Sales Director, this position is responsible for upholding high standards of customer care within the Guest Services Department and ensuring the consistent delivery of quality services to members and patrons. The Supervisor provides direct supervision to front‑line Guest Services staff, ensuring service expectations are clearly defined, consistently met, and aligned with organizational values.

This role oversees a wide range of operational and administrative functions, including membership administration, cash‑handling procedures, and daily reconciliation of floats. The Supervisor also supports departmental communication, staff training, and the smooth execution of front‑desk operations. By maintaining strong team leadership, operational accuracy, and a welcoming environment, the Guest Services Supervisor contributes directly to member satisfaction, retention, and the overall success of the facility.

Responsibilities:

Supervision/Leadership

• Demonstrates and promotes a clear understanding of Trico Centre for Family Wellness’s mission, vision and values.
• Works cooperatively with all levels in the organization.
• Assists the Membership and Sales Director with the development and delivery of strategic plans for the Guest Services department.
• Leads the direct supervision of Guest Services staff including hiring, training, scheduling, and performance evaluations.
• Works with the Membership and Sales Director and HR on employee performance and disciplinary issues.
• Responsible for performance reviews, updating hiring packages and manuals.
• Responsible for the coordination, scheduling and running of regular staff meetings, training, and updates to employees on work related information.
• Oversees daily operations and supervision of front-line Guest Services employees including scheduling within our scheduling software (When to Work).
• Assists with the completion of Guest Services wage reviews on an annual basis.
• Trains and develops Guest Services employees on technical job requirements (i.e., cash handling, registration system, customer queries, program information, etc.) and edits/develops training manuals to support training.
• Delivers and shares information on the new employee orientation training (i.e., HR, OHS and Emergency plan).
• Assists with Guest Services Mentorship program.
• Responsible for employee payroll reports and timesheets.
• Responsible for tracking employee certifications.

Memberships/Sales and Registration

• Provides input to support membership and program initiatives for the organization.
• Helps with the generation of reports within the registration software system for managers as required.
• Tracks and reports on special marketing campaign outcomes to assess performance success.
• Provides updates, assessments, and reports on membership cancellations as needed.
• Helps troubleshoot registration system and/or IT related issues (i.e. performs backend support and frontline training of employees).
• Responsible for ensuring all member pauses, adjustments and cancellations are completed with the assistance of Team/Shift Lead, Membership. Delegating duties to the appropriate guest services staff member.
• Assist the Aquatic department in swimming lesson registrations, withdrawals, and transfers. Delegating duties to the appropriate guest services staff member.
• Review and investigate account issues and/or issue refunds with the approval of the Membership and Sales Director.

Customer Service

• Delivers high levels of customer service to all members and patrons reflecting the operational policies, practices and philosophies of the organization.
• Supports Guest Services employees with elevated customer services related issues and concerns.
• Assists with the development and delivery of customer service training to Guest Services employees and other department staff related to handling patron concerns and technical.
• Works frontline Guest Services duties monthly and provides back-up for the Guest Services employees on regularly scheduled daytime, evening and weekend shifts.
• Provides input for the development and delivery of a customer engagement strategy for the organization.
• Works collaboratively with the Facility Operations team to ensure member facility concerns are addressed.
• Works in conjunction with the Membership and Sales Director and HR to ensure that our customer service culture is integrated into our practices.

Accounts Processing and Budget and Financial

• Supports overseeing cash handling policies and ensures adherence to standards set for the Guest Services Department.
• Assists with the development of the Guest Services Annual Operating and Capital Budgets.
• Assists with the development, implementation, and evaluation of the facility ProShop system.

ActiveNet and Account Issues

• Liaises with ActiveNet as required to solve ActiveNet concerns/issues.
• Provides support for any Guest Services ActiveNet issues.
• Performs work on Account issues and investigates problems regarding ActiveNet.
• Takes responsibility for the processing of membership referral plan, membership cancellation, upgrade/downgrade and pauses of membership accounts with the help of Team Lead, Memberships. Delegating duties to the appropriate guest services staff member.
• Performs refund processing for registration and memberships (Card X & other) with the assistance of Team Lead, Memberships.
• Sets-up and supports new promotions, programs and memberships in ActiveNet with the assistance of the Membership and Sales Director.
• Supports registration system as a primary contact for input on memberships, fees and maintenance.
• Supports registration system as a primary contact for input on memberships and fees and maintenance.
• Helps troubleshoot registration system and/or IT related issues (i.e. performs backend support and frontline training of employees).
• Responsible for monthly audits on our Wellness Program, Corporate and other discounts, and promotions with the assistance of Team Lead, Memberships. Delegating duties to the appropriate guest services staff member.

Qualifications/Experience Required:

• Business Administration, Hospitality, Recreation Diploma or directly related Customer Service experience.
• Basic Accounting experience/background.
• Minimum three years’ experience working in a Customer Service/Retail environment OR combination of education and work experience in a business, recreation or customer service environment will be considered.
• Minimum three years Supervisory experience.
• Current Standard First Aid and CPR/AED Level C Certification.
• Trico Centre will initiate a comprehensive criminal background check for all new hires. A previous check will be accepted provided it is dated within the past 6 months.
• Computer Experience in Word and Excel is essential.
• Recreation Software System experience is a definite asset.
• Able to work flexible daytime, evening, weekend and general holiday shifts.

Schedule:

Full-time hours per week. This position will be scheduled for forty hours per week in total, 8 consecutive hours per day of which 7.5 hours are considered work time and .5 hours (30 minutes) is a paid break, in keeping with the needs of department and Trico Centre. The role works a flexible rotating shift schedule including daytime, evening, weekend and general holidays.

What we offer:

• Free facility membership and discounted registration on programs.
• Competitive wage based on experience, benefits.
• Advancement opportunities and cross-training.
• Opportunity to use your creativity and develop new skills.
• A fun, positive and respectful work environment.

Closing Date: Open until filled

Location:11150 Bonaventure Drive SE

Thank you for your interest in Trico Centre for Family Wellness. Please include your salary expectations with your application. Only those individuals selected for an interview will be contacted. We are an equal opportunity employer.

Please send applications to:

Trico Centre for Family Wellness

11150 Bonaventure Dr. SE

Calgary, AB T2J 6R9

Attention: Membership and Sales Director