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.
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
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
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 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
Robust 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.

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📌 Facility Ambassador (Alberta)
🏢 Westside Regional Recreation Society
📍 Alberta