Supervisor, Guest Services & Business Development

About Spark

TELUS Spark Science Centre (Spark), a registered educational charity, exists to entertain and inspire people of all ages through creative encounters with science, engineering, technology, math and art. Spark exists to lift people up with the power of curiosity through creative encounters with science!    

Calgary’s science centre is a pioneer in science entertainment and programming, with roots dating back to 1967. Home to one of Western Canada’s largest dome theatre, the Digital Immersion Gallery, VR experiences, and innovative spaces like Steven’s Lab, where interactive experiments unfold before your eyes. From the robot-dog Flint to Canada’s first robot-coa5ter, R05iE, and a 15-acre park surrounding the science of the developing brain, Spark is a hub for creative encounters.   

Position Overview:
The Guest Service and Development Supervisor reports directly to the Business Development and Retail Manager. In this role, you are the on-the-floor leader, actively overseeing and supporting the daily operations of the guest services desk and team. Your primary focus is delivering an exceptional guest experience throughout the building, optimizing guest-facing processes, and driving team performance. You will execute strategies that enhance customer engagement and retention, maintain financial compliance, oversee technology, and find strategic ways to boost sales. You will also oversee the membership lifecycle, from acquisition to retention, ensuring exceptional member experiences while driving growth and satisfaction. Leading by example, you will foster a welcoming, high-performing environment that prioritizes guest engagement and satisfaction.

Key Responsibilities:

• On-the-Floor Leadership: Actively supervise and support the guest services desk and team during daily operations, ensuring a seamless and welcoming experience for all guests throughout the building. Partner with the Gallery Science Supervisor to ensure optimal guest experience and floor coverage.
• Team Leadership: Lead, coach, and support team leads to ensure smooth operations, high team performance, and adherence to customer service standards. Foster a culture of excellence and accountability.
• Staff Scheduling and Management: Create and manage schedules for hourly staff, ensuring adequate coverage during peak hours and operational efficiency. Collaborate with team leads to ensure proper staffing and support for day-to-day operations.
• Guest Service Optimization: Improve guest-facing processes to maintain consistent service standards and proactively address customer needs, ensuring a superior customer experience.
• Service Strategy Development: Develop and implement service strategies, policies, and processes to improve guest/member engagement, retention, and renewals, contributing to overall business success.
• Membership Lifecycle Management: Oversee all stages of the membership process—from acquisition to retention—ensuring that members have a positive experience while achieving growth and satisfaction goals.
• Financial Oversight: Oversee cash handling and safe procedures, ensuring compliance with financial policies and maintaining operational integrity.
• Performance Management: Drive team performance through regular feedback, coaching, and performance evaluations. Ensure a customer-focused, high-performance culture by providing ongoing support and motivation.
• Technology Oversight: Manage technology and troubleshoot issues to ensure seamless operations and an optimal guest experience.
• Recruitment and Hiring Support: Assist in hiring and recruitment to build a skilled and customer-focused team that aligns with company values and goals.
• Sales and Marketing Execution: Lead the execution of marketing signage campaigns and promotions to drive sales, increase customer visits, and strengthen the brand presence.
• Guest Feedback Monitoring: Track and analyze guest feedback through surveys and Net Promoter Scores (NPS), using insights to drive service improvements and customer satisfaction initiatives.

Qualifications & Knowledge  

• Proven experience in business development, membership management, or a related field
• Minimum 3 years of experience in customer service and people leadership
• Strong leadership and management skills, with the ability to coach, motivate, and develop high-performing teams
• Demonstrated expertise in financial management, operational compliance, and cash handling
• Proficiency in troubleshooting and managing technology to support day-to-day operations
• Experience implementing new strategies and/or campaigns that drive sales and customer engagement
• Skilled in monitoring and analyzing customer feedback to enhance service offerings
• Excellent communication, problem-solving, and organizational abilities
• Proven ability to influence and collaborate with colleagues at all levels, including those outside direct reporting lines
• Skilled at leading up by influencing leadership through clear communication, data-driven insights, and strategic recommendations.
• Adept at handling guest complaints quickly and professionally
• Strong attention to detail combined with creativity and adaptability
• Comfortable with flexible schedules, including evenings and weekends
• Experience with Galaxy is an asset; fluency in Microsoft Office and other common platforms required
• A compassionate, inspiring leader who fosters a culture of high performance, continuous improvement, and collaboration
• Positive, resilient attitude with the willingness to learn, adapt, and contribute to organizational culture and initiatives
• Ability to balance creativity with humility, leaving ego at the door
• Clear criminal background check required

We thank all applicants for their interest. Only those selected for an interview will be contacted.

Don’t meet every single requirement? Studies have shown that women, people of colour, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At Spark, we are dedicated to building a diverse and inclusive workplace so if you are excited about this role, please apply! Excitement and passion for science can go a long way here so you may be just the right candidate for this or other roles at Spark.

Please visit our careers page to see more job opportunities.