Team Lead Sport Partner

7 months ago

Calgary, Canada The University of Calgary Full time

**Position Overview**

The **Olympic Oval** in the **Faculty of Kinesiology **is currently seeking a Full-time Regular **Team Lead Sport Partner & Guest Relations **.

The Olympic Oval is home to the fastest ice in the world, attracting the best athletes from Canada and around the world to train and compete in our world class facility. Every year we welcome thousands of visitors, public skaters, high performance athletes and coaches to our building, located on the University of Calgary campus.

As a member of the team, The Team Lead Sport Partner & Guest Relations reports to the Manager, Partner Development & Guest Relations, the successful incumbent will manage and direct a team of up to 35 hourly and salaried union employees in the Guest Relations department. This full-time position will be responsible for scheduling, supervision, training, leadership and performance management, discipline, full cycle recruitment and termination. The role of Team Lead Sport Partner & Guest Relations includes complex and varied accountabilities, leadership and decision-making requirements. Interpersonal issues require diplomacy and strong communication skills, as the incumbent will be dealing with privileged and confidential information. Judgment requires discretionary decisions with the guidance of the Manager, Partner Development & Guest Relations, and may impact both Olympic Oval and Faculty of Kinesiology operations and services, as well as services to high performance athletes. Flexibility in the work schedule, which will include evening and weekend hours, is required to meet the multiple demands of the position. The role has a very high work volume and stress level. During peak competition season, (October-March) volume of work increases substantially, and the incumbent must manage continuous change and shifting priorities.

This position involves moderate to frequent levels of high volume and stress. The incumbent is an integral contributor to the Olympic Oval management team and will take a pro-active role in initiating and/or contributing to the processes that are critical to the functions of the Olympic Oval Guest Relations department within the Faculty of Kinesiology. The incumbent must also have a clear understanding of the governance processes of the Faculty and University and must have the ability to assess and solve situations as they arise while maintaining good working relationships.

**Position Description**

**Summary of Key Responsibilities** (job functions include but are not limited to):

- Responsible for having a full working knowledge of all aspects of guest relations offered at the Olympic Oval.
- Responsible for full cycle recruitment and management of staff, discipline, learning and development, leadership, termination and succession planning. Ensures Guest Relations staff receive relevant training and that knowledge transfer/cross training occurs in order to continually develop skills and information management across the team.
- Provides appropriate training for all part time Guest Relations staff; including the front office, weight room and ice & facility monitors.
- Works with Manager, Partner Development & Guest Relations in managing time off requests; vacation, overtime and liability in accordance with the AUPE Collective Agreement and University of Calgary Policies and Procedures.
- Responsible for dealing with confidential and sensitive matters pertaining to work related issues for the Guest Relations team as well as confidential and sensitive athlete information.
- Responsible for having a full working knowledge of University of Calgary and the Auditor General's cash handling requirements and works with Olympic Oval Business Operations Coordinator to ensure requirements are strictly adhered to.
- Responsible for ensuring facility schedules are accurate, optimal for all users, and reviewed to minimize scheduling conflicts as much as possible.
- Resolves highly complex tasks using independent judgment.
- Works collaboratively within a team, initiating discussion to resolve issues or conflicts.
- Implements and maintains improved policies and procedures as they relate to Guest Relations.
- Consults with the manager in ensuring and maintaining appropriate statistics, policies and procedures are recorded.
- Ensures services being delivered for ALL user groups are of world class caliber and takes initiative in continually improving services.
- Develops and maintains a positive working relationship with internal and external stakeholders, and co-workers.
- Plans and executes seasonal strategic sessions for upcoming season in the Guest Relations department.
- Approves all payable and exception time for direct reports.
- Motivates staff members and encourages greater professional and personal growth.
- Other duties as assigned.

**Qualifications / Requirements**:

- Post-secondary Degree/Diploma preferable in Business Management, or a related field; and three to five or more years of directly re

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