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 ResponsibilitiesPositive InteractionsBuild positive relationships with youth in the facilityGreet and talk to all guests and members of WestsideBe accessible and approachableProvide facility information and be able to answer questions or know who to send the customer to get the right answerServe as a positive role model for youth and staff in the facilitySupervisionFacility Ambassadors will frequently walk through the gyms and main facility areas to connect with youth and ensure proper facility usageSupervise youth patrons to ensure proper code of conduct is being followedEnsure users are responsible for using the facility and are aware of the various rules in the facilityAssist and deal with first aid and emergenciesEnsure Westside provides a safe and friendly environment for all who visitProvide youth conflict resolution within the facilityMonitor youth behavior as a preventative service in dealing with conflictSpeak with youth about behavior concerns before they become incidentsCustomer Service and CommunicationGreet, engage and welcome guests in a friendly, professional and courteous manner.Provide superior customer service in the delivery of facility tours and informationProvide 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 opportunitiesAddress the needs of the youth in a positive and respectful mannerHuman ResourcesComplete 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 youthLead 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 areasComplete first aid kit inventory monthlyYouth Orientations and Facility ToursFacilitate and deliver Youth OrientationsGive youth the skills they need to access the building independentlyShow the youth the various facility areas and associated rulesCommunicating information to parentsFacilitate Facility Tours for all patronsAssist in lending out drop-in sports equipment, obtaining customer ID/Information,



ensuring that equipment is returned in good working orderOrganize and supervise badminton rotation during the busier badminton periods when requiredGym Setup (Drop-in & Rentals)Assist in setting up gyms for the scheduled drop-in or rental activity for their scheduled shiftEnsure a secure 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 usersAct as the contact for the rental group if they require assistance during the rentalSkills and CompetenciesEnergetic and welcoming client-facing demeanorExcellent and explicit communication skills both verbal and writtenAbility to work independently, if requiredAbility to develop effective working relationships and participate as an effective member in a team environmentAdaptable and enjoy working in a hands-on team environmentStrong organizational and problem-solving skillsAbility to interact with and relate to patrons of all demographicsNon-Violent conflict resolution skills and risk management awarenessStrong leadership and interpersonal skillsMust have a Vulnerable Sector Search completed within 10 days of the start of employmentMust have current CSA Standard Z1210-17 Intermediate First AidIn addition, the following skills would be an asset:Previous experience in a customer service roleBackground in recreation programs and facilitiesFluent in a second languagePhysical/Psychological DemandsAbility to work in a fast-paced, sometimes noisy environmentAbility to assist in difficult customer interactions and emergency-related incidentsAbility to work flexible hours in a non-traditional schedule including early mornings, evenings, weekends and holidaysAbility to lift 20-50 lbs dailyAbility to remain on feet and/or sit for a period of up to 5 hours at a timeMust hold high ethical standards as position may have access to confidential information.Working ConditionsAbility 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.

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