Guest Service Security Lead

2 weeks ago

Calgary, Canada Vivo for Healthier Generations Society Full time

**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 key member of the Vivo team, the Guest Services Security Lead is responsible for overseeing the safety, security and daily operations of the facility. The role provides consistent leadership support to the frontline team, ensuring the highest order of operational excellence and accountability and acts as a champion of exceptional customer experiences supporting organizational sustainability. You will create and connect with our customers, community and employees in ways that are impactful in driving and advancing our cause.

**Hours**:This is a full time role for 40 hours per week. Will be willing to work all rotations of shifts on Weekdays and Weekends, including afternoons, evenings and nights.

Example schedule:
Shift #1 Saturday, Sunday, Monday, Tuesday, and Wednesday Evenings (approximately 40 hours/ week)

Shift #2 Wednesday, Thursday, Friday, Saturday & Sunday Evenings (approximately 40 hours/ week)

**Reportsto**:Guest Experience Manager

**Responsibilities**:

- Monitor and ensure Vivo’s rules and regulations are being followed.
- Conduct investigations regarding thefts and disturbances and complete daily reporting.
- Vivo practice a zero-tolerance policy for our staff and members. Prepare and issue documents of Suspension, Banning and Trespassing for facility & membership violations.
- Build capacity and act as an enabler to strengthen employees’ judgement, thinking, problem solving, decision making and conflict resolution skills.
- Provide advice and counsel to strengthen the members/guest experience and business operations.
- Assist with implementation of Emergency Response Procedures and evacuation plans.
- Issue Vivo parking tickets and/or contact Calgary Parking Authority when required.
- Checks the building to ensure it is secured, lights and alarms are working and temperature is set appropriately.
- Respond to customer inquiries and concerns.
- Interface with public and Sport and Community groups.
- Engage with the youth and community positively and professionally that encourage their growth, confidence, independence, belonging and social skills
- Create a “safe community” network by working with community partners such as Notre Dame, Calgary Police Services, Superstore, Landmark Theatres, other businesses and recreational venues to decrease incidents of crime and work “upstream” to prevent crime.
- Collaborate and build effective relationships with peers to enhance their experience and environments to consistently and effectively deliver on our offerings
- Conduct patrolling of the building as required.
- Assist with organizing and cleaning equipment storage areas.
- Conduct on-site deliveries.
- Assist Guest Services Team as required. Provide relief to other teams as required.
- Assist with special projects and undertake other duties as directed.
- Reinforce the organization’s vision values, purpose, strategic priorities results/outcomes in all dealings with customers and staff across the organization.
- Continuously assess, revise, and revamp operational policies and procedures to ensure they are aligned and support the core business
- Be a positive ambassador for Vivo and facilitating a safe, respectful and inclusive space for people to enjoy

Health & Safety:

- Contribute to a safe working environment by modeling and enforcing all Vivo Health and Safety requirements.
- Participate in leading emergency response procedures for the facility and ensure team members fully understand their role in the emergency response procedures.
- Manage safety and security guidelines and policies including leading and following up on investigations
- Facilitate team debriefs after an emerg

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