Sales & Guest Experience Manager

Organization Overview: 

Vivo for Healthier Generations is a charity with a profound purpose to ignite a mindset to LIVE for healthier generations. Our Collaboratory applies practices in social innovation to co-create and measure new kinds of healthy living solutions and our Centre is an inclusive environment for healthy lifestyles. Together, we create meaningful impact and change with individuals, our community and for the planet.  

Role: 

As Manager of Sales & Guest Experience, you are responsible for ensuring the highest levels of guest satisfaction through strong leadership and evolution of the Guest Services, Member Care, Rentals & Events, Cleaning and Security & Engagement teams.  

You will hold a key role in supporting the strategic development and implementation of the sales strategy for membership, rentals and events to drive and increase sales and revenue streams for the Vivo Centre. 

You will act as a role model for the organization by making meaningful connections with our guests and community, bringing quality Vivo experiences to life through all touchpoints, while ensuring accountability and capacity building in the team to consistently deliver an exceptional service experience. 

Reports to:  General Manager, Vivo Operations

Responsibilities: 

Leadership Impact

• Oversee, build, evolve, and provide hands-on leadership and direction to the Guest Experience, Member Care, Community Events & Bookings, and Cleaning and Security & Engagement teams to ensure they work collaboratively with all departments and keep the guest experience top of mind. 

• Recruit, onboard, train, coach, performance manage, recognize, and reward the team utilizing Culture & People best practices and processes to ensure an engaged, effective and high-performing team.

• Develop, monitor, and evaluate departmental work-plans and performance targets.

• Empower and hold the team accountable for achieving established work-plans and targets through regular follow-up, feedback and coaching.

• Design and run effective training to continuously develop staff to be equipped to deal with all aspects of their role and responsibilities.

• Working with the Guest Service Leads, ensure regular scheduling and payroll for all employees within the department is completed in a timely manner. 

• Review and create all policies and procedures pertaining to the Guest Experience Team and ensure we are benchmarking best practices in these areas with other like organizations.

• Assess, revise, and revamp operational training manuals and website content to ensure they are aligned and support the business operations for the Guest Experience Team.

• Build strong relationships and co-create with our customers, partners and community to determine their needs and what they value.

• Continuously evaluate, evolve and drive shifts to key offerings and operational systems to ensure they remain aligned with and support the departments objectives.

• Participate in re-imagining the guest services experience process through a service design thinking lens with the team and then implement and build capacity in the guest services team to do the same. 

• Present ideas, research, and recommendations to leadership team through strong communication in the form of verbal presentations, business cases, and facilitation of meetings.    

• Implement and integrate learnings and evolutions into team’s work in “real time” as a result of experimentation and testing. 

• Own the Guest Experience Team budgets and understand and monitor key components that influence targets and revenue generation. 

• Co-create, collaborate, and foster healthy teamwork amongst Vivo managers to develop strong experiences for the community. 

• Role model and coach the team how to provide exceptional service, including building customer relationships and loyalty, resolving escalated complaints, managing escalated situations, and acting professionally in all situations.

• Oversee Vivo’s parking strategy implementations.

Guest Service Team (Welcome Desks)

• Work with the Business Technology Solutions Team to explore customer service front end trends, software & technology, practices, new ways of experience delivery, and recommend solutions to ensure continuous improvement of guest experience. 

• In collaboration with the Business Technology Solutions Team ensure the Facility Management Software (FMS) point of sale software Manual is completed to allow for the Manager to effectively train the Guest Experience Team to ensure effective use by employees and seamless transactions for the customer. 

• Participate in the design of our passes, promos, and optimizing the value of spontaneous experiences.

• Oversee the Guest Experience Coordinators to ensure they are supported with training all team members on the point-of-sale software and Product Knowledge on all aspects of the facility.

• Collaborate with the Finance Team to ensure customer account balances and external subsidies are properly accounted for. 

• Support Finance with reconciling and prepare bank deposits from guest service representative’s cash outs.

Sales

• Support with identifying emerging markets and designing and implementing a sales plan that expands Vivo customer base and ensures a strong presence and retention.

• Champion the integration of key practices, KPI’s and processes for the member experience with the Marketing & Communications Team. 

• Drive business targets and objectives through the utilization of statistics generated by marketing for passes and promos weekly, monthly and annually to help drive our business and achieve  targets and objectives.

• Engage with the community to understand their needs and help grow our sales.

• In conjunction with Marketing & Communications, ensure promotion of events through the various platforms. (Newsletters, electronic signs, board packages, etc.)

• Collaborate with the Marketing & Communication Team on their strategies and offerings and educate and train the Guest Experience Team on how to best support and drive these offerings. 

Member Care

• Lead the coordination and execution of all tenant-based meetings – minutes, agendas, and meeting invites.

• Attend the monthly and quarterly community-based meetings to be fully informed on what is taking place in our encatchment area.

• Support the Member Care Coordinator with the account management for all corporate membership relationships and any escalations. 

• Introduce new groups to target corporate sales. 

• Develop annual member event calendar and develop roll out plans to ensure effective execution.

• Analyze member survey outcomes and recommendations and develop and implement plans to address feedback. 

• Working with Marketing & Communications, support the role out of all member benefit offerings and execution of items within the FMS.

Event Management

• Work with all Managers, and the Marketing & Communications team, to create alignment with Vivo member-based events and the annual themed calendar, including, but not limited to holiday experiences, member appreciation weeks and employee events.

• In collaboration with the Event Coordinator, bring all member events to life in alignment with Vivo standards as a place to run events of all kinds. 

• Train the Guest Services team to ensure they are equipped to support all facility-based events. 

• Liaise with Tourism Calgary and supporting events within the City of Calgary.

• Attend various sales opportunities at conferences and local events to promote Vivo. 

Security & Engagement

• Maintain relationships with external groups in the Vivo area to help support overall safety and security of our spaces, including but not limited to our community partners.

• Ensure working knowledge and confidentiality of all security-based aspects pertaining to the job functions of Guest Experience Team including but not limited to, CCTV protocols.

• Act as the main liaison with building community connections with tri services (CPS, CFD, EMS) and leverage Bylaw Services where required. 

• Ensure the facility is in alignment with all applicable Bylaws. 

• Maintain the relationship and communications channels with the cleaning contractor.

• Perform regular audits and provide feedback and recommendations to the cleaning contractor as required.

• Approve all invoices and maintain inventory as it pertains to the cleaning contractor supplies and budget.

Qualifications, Requirement & Skills: 

• Post-Secondary Diploma and/or University Degree in recreation, customer service management, business, or a related field.  

• 7+ years’ experience in customer service delivery

• Minimum 3 years of progressive leadership experience in a related area. 

• Successful previous experience in sales consistently meeting or exceeding targets and proven ability to drive the sales process from plan to close.

• Demonstrated ability to communicate effectively at all levels and audiences of the organization.

• Excellent mentoring and coaching skills.

• Proficiency with Microsoft Outlook, Excel, Word and PowerPoint

• Current Intermediate (Standard) First Aid and CPR-C/AED certifications 

• A valid Police Information Check with Vulnerable Sector Search within the past 2 months

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