Guest Experience Manager

5 months ago

West Vancouver, Canada Hollyburn Country Club Full time

***:
**KEY RESPONSIBILITIES**:

- Ensure timely and effective two-way communication between Members, Management and staff
- Act as the lead the “Manager on Duty” and manage the MOD program, where the Guest Experience Manager, along with other qualified individuals, are the active floor Manager from 1pm-9pm on weekdays, and 9am-9pm on weekends
- Ensure that all Members and guests receive courteous, prompt and professional attention to their needs; utilize Member feedback to improve operations and Member satisfaction
- Go above and beyond to demonstrate awareness and understanding of Hollyburn’s aim to deliver exceptional service to its Members
- Communicate and encourage staff to consistently live the Club’s values as well as meet and exceed the Club’s service goals
- Anticipate, react and introduce new programs to meet service needs
- Oversee the Safety Manager and the Member Services Supervisor to monitor department operations
- Assume overall responsibility for the selection, recruitment, direction and discipline of staff in Member Services and Health & Safety departments
- Develop and manage operating budgets for the Health & Safety and Member Services departments
- Ensure that all Member Services and Health and Safety systems and programs are operational, well maintained, and that staff are trained in their operation
- Maintain high visibility throughout the Club monitoring first impressions of Club facilities and facility safety
- Act as the liaison with the Engineering department to ensure that all facilities and equipment are safe and clean
- Ensure the safe enjoyment of the Club by Members and guests by maintaining and enforcing the Club’s House Rules and Bylaws
- Oversee the Joint Occupational Health and Safety Committee (JOHSC) and ensure compliance with the Workers Compensation Act and British Columbia’s Occupational Health and Safety Regulations
- Effectively address Member and staff safety concerns
- Conduct regular safety audits and prepare reports, taking action where appropriate
- Other duties as assigned

**COMPETENCIES (Knowledge, Skills, Abilities)**:

- The ability to foster relationships with Members, guests and staff of all ages
- Exceptional interpersonal, organization and communication skills
- Adept at resolving conflict and diffusing tension in a variety of potential scenarios
- Extraordinary and effective leadership skills with high standards of ethics, honesty, and integrity
- Good utilization of time management and the ability to manage multiple concurrent tasks
- Proven ability to make concise, informed decisions in a variety of high-pressure situations
- Good understanding of the Workers Compensation Act, British Columbia’s Occupational Health and Safety Regulations

**REQUIRED RESPONSIBILITES**:

- You agree to get a Police Information Check with a vulnerable sector search at your local Police Department immediately upon being hired --- you will be reimbursed for this expense in full
- You currently live the values of the HCC Staff team: Community, Respect, Hospitality, Evolve and Magic

**QUALIFICATIONS REQUIRED**:

- Committed to working a varied schedule including evenings and weekends
- A proven track record of exceptional service in the hospitality industry
- A minimum of 10 years of supervisory or management experience in a hotel or private club environment
- Undergraduate degree or diploma in Hotel Management, Hospitality, Health and Safety or a relevant field would be considered an asset
- Experience in the oversight and delivery of a health & safety program will be considered an asset
- Ability to exercise good judgment in the composition and distribution of critical and highly sensitive and confidential correspondence
- Advanced skills with MS Office and Adobe, strong communication skills (written and verbal) and exceptional attention to detail
- Previous knowledge of Microsoft Teams is an asset
- Able to work autonomously and be a self-starter
- Own transportation is a strong asset as public transportation is limited

**STAFF BENEFITS**:

- Work with an awesome team We love to work hard but we have fun doing it
- Competitive wages & access to one of the best extended health benefits packages for full-time employees
- Employee Assistance Program (EAP)
- On-duty staff meals (taxable benefit)
- Free on-site parking
- Development and educational opportunities
- Career advancement opportunities
- Quarterly staff events, generous recognition and much more
- Staff discount in the Sports Boutique

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Company pension
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care

Schedule:

- Day shift
- Evening shift
- Weekend availability

Application question(s):

- Are you able to work evenings and weekends?

**Experience**:

- Hospitalit

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