Facility Ambassador

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. Build positive relationships with youth in the facility 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 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 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. 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 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. Maintain current certification in all First Aid, CPR and AED training. Attend and complete all emergency procedure training and update sessions. Provide clear, accurate and immediate communication to supervisors and other departments, if required. 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. 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 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 Assist in setting up gyms for the scheduled drop-in or rental activity for their scheduled shift Non-Violent conflict resolution skills and risk management awareness 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 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 manage stress related to dealing with difficult customer issues or emergency-related incidents. Ability to manage frequent increases in volume of customers or workload. Remote working not available for this position.