Manager, Recreation

The Community

High River provides the warmth and familiarity of a small town, featuring countless outdoor trails and parks that await your next adventure. Our downtown offers a variety of unique stores and businesses who take pride in fostering connection in our community. High River is a people-first community where families put down roots for generations. Nestled within Foothills County with the Rocky Mountains framing the view to your west, our community of 14,000 is rooted in people and promotes an environment to help you build lasting relationships.

The Organization

Through the dedication and passion of our 150 employees, we deliver important services to the community. Our purpose, or why we do what we do, is because we want to make a difference in our community now and for generations to come (our ‘why’). To achieve this, we inspire and respect one another, we can be counted on, we are better together, and we dare to be different (our ‘how’).

We’ve embarked on a workplace culture journey that has enhanced our commitment to people; both our employees and the community we serve. We have identified three pillars to achieve our workplace culture: Accountable, Excellence and Connected (ACE).

General Accountability:

The Manager, Recreation provides management, planning, direction, and operational oversight of the Bob Snodgrass Recreation Complex (arenas, field house, and concession). This position requires a strong and creative leader with expertise in recreation programming, facility operations, and customer service delivery. The incumbent works with a high degree of independence in an environment that requires ongoing initiative and proactive leadership to ensure that recreation offerings (facilities and programs) and customer service experiences are accessible. responsive and aligned to community needs.

Duties:

• Cultivates and leads a positive culture and respectful work environment which aligns to the organizational values and workplace culture

• Develops short and long-range strategies and direction for the division that aligns with the Town’s strategic vision

• Provides leadership, coaching, and guidance to the recreation teams (Community Outreach, Adult and Child Programs, User Groups, Customer Service and Facilities)
• Hires, trains, and supervises the recreation, program and facility staff
• Establishes and sets employee performance expectations for the division, and provides mentorship and direction to keep the team motivated, focused and encouraged to identify innovative approaches to enhance and continuously improve performance and service delivery

• Instills cooperative and collaborative teamwork as the leader of a diverse recreation group
• Establishes and implements the service delivery model for the division ensuring excellent customer service

• Monitors customer feedback and satisfaction levels, identifying opportunities to enhance service delivery and improve the overall customer experience
• Responds to and resolves complex customer concerns and escalated service issues in a professional and timely manner
• Develops and maintains effective working relationships with key internal and external stakeholders
• Coordinates closely with the Manager, Aquatics to support integrated recreation service delivery and facility operations
• Liaises with community groups, user groups, boards, agencies and industry partners to foster positive relationships and advance recreation activities

• Monitors industry and community trends and develops strategic recommendations to address emerging needs and opportunities
• Develops and maintains effective working relationships with internal and external stakeholders
• Establishes, monitors, and evaluates operational performance measures for recreation facilities and programs, including participation levels, facility utilization rates, revenues, customer satisfaction, service levels, and other key performance indicators. Uses data, trends, and customer feedback to support decision-making, identify improvement opportunities, and recommend operational changes
• Coordinates and directs the preparation of long-range operational and capital budgets and business plans for the division. Monitors and analyzes revenues, expenditures, cost recovery targets, and operational performance, identifying opportunities to improve financial sustainability, operational efficiency, and service delivery. Develops financial forecasts and recommends adjustments to fees, charges, programs, and facility utilization strategies as required
• Provides strategic and operational oversight for recreation facilities, programs, customer service operations, and associated services

• Ensures the development, implementation and administration of bylaws, policies, procedures, and standards, for effective and efficient operation and maintenance
• Maintains accurate operational records, reports, and statistics as required by the Town and regulatory authorities
• Oversees facility operations to ensure buildings, amenities, and services are safe, accessible, well-maintained, and responsive to community needs

• Coordinates the development and administration of operating budgets, capital budgets, business plans, and long-term financial strategies for the division

• Monitors and analyzes revenues, expenditures, cost recovery targets, and operational performance to support sound financial management and sustainability
• Develops financial forecasts and identifies opportunities to improve revenue generation, cost recovery, operational efficiency, and service delivery
• Recommends and implements strategies related to fees, charges, facility utilization, programs, and services to optimize performance and community benefit
• Establishes, monitors, and evaluates key performance indicators for recreation facilities and programs, including participation levels, facility utilization, revenues, customer satisfaction, service levels, and operational effectiveness

• Uses operational data, trends, and customer feedback to measure performance, identify improvement opportunities, and recommend changes to programs, services, and operations.
• Supports evidence-based decision-making through the analysis and reporting of operational and financial performance
• Keeps current on applicable federal, provincial, and municipal legislation, regulations, and industry standards related to recreation services and facilities

• Ensures compliance with all applicable legislation, regulations, policies, standards, and operating requirements
• Oversees facility-specific risk management programs and mitigation strategies to protect employees, patrons, assets, and operations
• Supports incident investigations and ensures appropriate emergency response procedures, operational controls, and regulatory requirements are implemented and maintained
• Provides professional advice, recommendations, reports and presentations to Council, senior leadership boards, committees, community organizations and the public)

• Participation in Council, committee and board meetings as required
• Contributes as a member of the Town's leadership team by supporting corporate initiatives, strategic priorities, and organizational change
• Keeps current on all federal, provincial, and municipal legislation and regulations pertaining to Recreation to ensure the Town’s services are in adherence. Ensures all applicable laws and regulations applying to the provision of service are always followed
• Oversees facility-specific risk management programs and ensures recreation facilities operate in compliance with applicable legislation, regulations, industry standards, and Town policies. Identifies operational risks, develops mitigation strategies, supports incident investigations, and ensures appropriate emergency response procedures are established, maintained, and communicated
• Champions and actively promotes the Town’s Health and Safety program and supports the development of a respectful, healthy, and safe work environment
• Ensures employee and user safety through the implementation of appropriate policies, procedures, training and safe operating practices
• Participates in the Town’s Emergency Management Program, including activation of the Emergency Operations Centre
• Leads the response and recovery efforts related to facility-specific emergencies and operational disruptions, including utility outages, flooding, equipment failures, refrigeration system issues, facility closures, and other incidents that may impact service delivery. Develops and maintains business continuity and contingency plans to minimize disruptions and ensure continuity of operations
• Demonstrated experience overseeing the operational and financial performance of recreation facilities, including revenue generation, cost recovery, performance measurement, risk management, and service delivery optimization

Qualifications:

• Post-secondary education in Recreation, Physical Education, Business Administration, Hospitality, Public Relations, or similar fields

• Ten years of progressively responsible work experience in a related field

• Experience working within the recreation industry and/or facility management

• Five years’ managerial experience preference will be given to candidates with previous public sector experience
• Experience in change management, adept at navigating fluid priorities and dynamic activities

• Proven experience in team building, leadership, and supervision with a commitment for continuous improvement
• Experience with community liaison, partnership, and sponsorship development
• Experience with operational and capital budget development and implementation
• Knowledge of pool operations and arenas is an asset
• Strong customer service relationship skills
• Proven business administration skills related to financial management, leadership, project planning, and strategic thinking and analysis
• Tact, diplomacy with strong political and professional acumen
• Excellent customer service skills with the ability to handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Ability to remain calm under difficult and stressful circumstances
• Excellent time management with the ability to work under pressure and to meet deadlines
• Demonstrated expertise in effectively leading and managing a diverse team ranging from seasoned staff to newcomers taking on their first role
• Proven verbal and written communication skills to influence decision makers and manages complex staff issues and customer complaints
• Strong presentation skills
• Technological proficiency (including a minimum intermediate skill level with MS Office)
• Ability and willingness to work irregular hours, including in the evening and on the weekends on a regular and frequent basis