Guest Services Representative - On Call
Calgary, AB
Organization Overview:
Vivo means "live" and embraces and celebrates diversity, community and the common thread that unites us all - life. Vivo is a charity on a mission to inspire a wholistic mindset for healthy living. Our Centre for Community Wellbeing and our Innovation Collaboratory are platforms where individuals and communities ignite change to shape healthier generations.
Our roots began as a regional recreation centre in North Central Calgary. Over 18 years Vivo has grown into a well-utilized and beloved community hub with underpinnings in research and innovation to support individuals and whole communities to live a healthy life. In 2023, we are launching 262,000 square feet of new and renovated spaces which will include a signature indoor park, aquatics upgrade, expanded boutique-style fitness, vital community spaces and a social innovation lab.
As a registered charity, Vivo is responsible for generating annual revenues of $7 million+ and undertaking fundraising and sponsorships to enhance accessibility, fund capital maintenance and equipment, investments in research and community development initiatives like the Vivo Play Project, and any other special projects that advance our charitable purposes, including the $60 million capital campaign for our current expansion.
Role:
As a Guest Services team member, you are responsible for delivering an amazing client experience to our external and internal customers. You will connect, listen and respond to our clients in a helpful, confident and professional manner. You will display a vast knowledge of our facility and all that it offers.
Required Schedule:
- Available on-call weekdays to fill in for holidays or illness from 4:00 pm - 11:00 pm
- Available on-call weekends to fill in for holidays or illness from 11:00 am - 7:00 pm
Reports to: Sales & Guest Experience Manager
Responsibilities:
- Build relationships with customers to deliver an amazing customer experience regardless of the channel (in person, phone or email).
- Be knowledgeable on all aspects of the facility including: pass types, all programs and services including, fitness centre, aquatics, arenas, registered and drop-in programs, camps, school groups, birthday parties, preschool, childcare, as well as facility bookings.
- Demonstrate knowledge and proficiency of the legend software system or equivalent registration and booking system. Escalate and seek resolution for system issues with legend and communicate same with team.
- Display a strong understanding of Vivo's policies and procedures including membership cancelations, program cancelations, and requirements. Provide complete and accurate information to our clients.
- Ask probing questions to determine our guests' needs, provide recommendations to our clients' recommendations based on those needs and complete the sale.
- Display empathy and understanding to the guest for difficult and challenging situations. Provide alternatives or solutions to resolve the situation. Seek advice and guidance as needed.
- Accurately complete all necessary paperwork related to memberships, cancelations and holds each shift.
- Demonstrate a full understanding of your role in the emergency response procedures.
- Participate in leading emergency response procedures for the facility.
- Perform day-to-day cash transactions.
- Uphold Vivo's privacy standards.
Qualifications:
- 2+ years of progressive customer service experience
- Post-Secondary Diploma and/or University Degree in a related area or equivalent work experience
- Clear, concise, and courteous communication skills
- Current Intermediate (Standard) First Aid and CPR-C/AED certifications
- A valid police information check with Vulnerable Sector Search within the past 2 months
- Highly developed organisational and administrative skills, ability to meet deadlines and work autonomously
- Scheduling flexibility required
Please visit our careers page to see more job opportunities.
Apply for this Position
OR