About Us

Spray Lake Sawmills Centre (SLSC) is a leading-edge sport and recreational facility encompassing 325,000 square feet, including an aquatic centre, four arenas and a curling centre, fitness & climbing facilities, an indoor turf, track, and gymnasium. SLSC is a not-for-profit organization and a registered charity, governed by a volunteer board of directors. SLSC employs over 240 employees who help make a difference in our community’s physical and social well-being.

We offer a dynamic and fast-paced work environment that promotes excellence in teamwork, community building, and an innovative customer-focus.

About the Position

As the Guest Experience Supervisor, you provide the leadership, accountability, and operational oversight that supports the overall customer experience and membership services at SLS Centre. This role is responsible for the people leadership of the Guest Services team, ensuring consistent and high-quality customer experiences, establishing clear processes and standards, and accountability across front-line service delivery. This role is hands-on, visible on the floor, and trusted as the go-to escalation point when things get complex.

The Supervisor is accountable for staff management, customer service operations, and customer communications. They will play a key role in fostering a welcoming, efficient, and community-centered environment while supporting organizational goals, service standards and policies, and revenue objectives. This position work closely and collaboratively with the Programs, Aquatics, and Marketing departments, and other managers/supervisors, always working towards excellence in internal and external customer experience.

Reports to: Manager, Programs and Guest Experience

Job Type: Full-Time, Benefits-eligible | Evenings & Weekends Required

Specific responsibilities:

Lead & Develop the Guest Services Team

- Recruit, onboard, train, and supervise the Guest Services team, setting clear expectations for service quality, professionalism, and accountability
- Provide regular coaching, feedback, and performance management to support growth, engagement, and continuous improvement
- Accountable for managing staff budgets and schedules that align with service demand, events, and budget requirements, including oversight of timekeeping and payroll
- Foster a positive,



inclusive, and service-driven team culture where staff feel supported, confident, and empowered
- Be a visible, hands-on leader during peak periods and complex situations—modelling calm, confident, and solution-focused leadership

Guest Services Operations & Administration

- Oversee the day-to-day operations of Guest Services, including admissions, registrations, point-of-sale activity, and general guest inquiries - ensuring a warm, welcoming, and efficient guest experience from entry to exit
- Provide leadership and direction to the Guest Experience Coordinator & Membership Coordinator, delegating appropriate operational responsibilities while maintaining overall accountability for frontline service delivery, staff performance, and departmental outcomes
- Accountable for all Guest Experience & Membership administrative processes, ensuring they are documented, communicated, and consistently followed. Provide direction and support to the Membership Coordinator and others who will develop and lead relevant process development
- Ensure accurate cash handling, daily reconciliations, and compliance with financial controls and procedures
- Maintain a strong working knowledge of programs, services, pricing, policies, and facility operations to effectively support both staff and guests
- Responsible for inventory management, and the overall "look and feel" of the guest services desk(s) and lobby areas

Champion Outstanding Guest Experience

- Serve as the primary escalation point for complex or sensitive guest concerns, leading service recovery with empathy, professionalism, and accountability
- Establish and reinforce transparent procedures for handling feedback, complaints, and escalations
- Hold the Guest Services team - and partner departments when needed - accountable to customer service standards




- Support safe operations by working closely with Health & Safety and Security teams during incidents and follow-up (Guest Services plays a critical role in SLSC's Emergency Response Procedures).
- Promote a consistent service culture rooted in respect, inclusion, and community connection

Collaborate Across the Organization

- Work closely with Programs, Aquatics, Marketing, Operations, and other leaders to align guest-facing communication, schedules, and service expectations
- Participate in cross-departmental meetings to support smooth operations and collaborate on special events, promotions, and membership initiatives
- Communicate updates, changes, and priorities to front-line teams so they are informed, prepared, and confident

Drive Continuous Improvement

- Track and analyze guest feedback, service trends, and key performance indicators such as wait times, issue resolution, and guest satisfaction to support data-informed decision making
- Identify inefficiencies or gaps in service delivery and lead process improvements to enhance workflow, accuracy, and experience
- Use data and insights to inform training needs, system enhancements, and operational decisions
- Work with the Membership Coordinator to conduct annual admission pricing reviews, comparative analysis, membership strategy, and support revenue-focused planning initiatives
- Champion organizational and departmental change initiatives, lead change management efforts among the team, and monitor the effectiveness of new initiatives

Qualifications:

- 5+ years of leadership experience in customer service in a public service / recreation / hospitality workplace
- The ideal candidate will have demonstrated success in larger organizations working cross-functionally with other departments
- Proven ability to lead front-line teams with clarity, confidence, and accountability, developing a strong team culture
- Strong communication and problem-solving skills, especially in complex or high-pressure situations
- Experience with CRM or membership systems (e.g., ActiveNet) and strong administrative skills (including MS Office)
- A hands-on leadership style—you’re comfortable being visible, accessible, and decisive
- Flexibility to work evenings and weekends
- Ability to provide a clear Vulnerable Sector Check

This posting will remain open until a successful candidate is found.

📌 Guest Experience Supervisor (Cochrane)
🏢 SLS Centre
📍 Cochrane