Supervisor, Guest Experience

Our rich history is a big part of who we are. With historic roots dating back over 135 years, Woodbine is steeped in tradition. We have been the engine that drives the Ontario horse racing industry, creating winning experiences for all our guests.

We are also currently on an amazing 20-year journey to ‘build a city within a city’ and transform the largest privately held land in Toronto into one of Canada’s premiere entertainment destinations. This journey will unlock the value of approximately 700 acres of land, leading to job creation and the revitalization of our communities, while enhancing our ability to share the thrill of horse-racing and cementing our place as an entertainment powerhouse.

We also take care of our PEOPLE. Here are some of the things we offer:
**Full Group Benefits Plan**

**Pension**

**Paid Vacation**

**Discounts on Food**

**Ontario Attractions Discount**

**Free Parking**

**Opportunities for Advancement**

**Social Responsibility Initiatives**

We need dedicated people to join our cause. Be part of Woodbine Entertainment and get inspired to make work awesome

JOB SUMMARY:
The purpose of this position is to supervise a proactive team of Guest Experience and Pari-Mutuel associates to ensure the delivery of professional, high quality and friendly assistance and services to all our guests. This role also will help drive and contribute to the successful achievement of business goals in the areas of employee and customer satisfaction.

**JOB RESPONSIBILITES**:

- Effectively lead a team of Guest Experience staff and the delivery of face-to-face service and assistance to the organization's customers by providing motivation and direction such as assigning, prioritizing work, monitoring work performed, dealing with routine issues and assist with scheduling of staff.
- Introduce new and inexperienced customers to wagering.
- Supervise and support Retail and Cash Operation services (retail and lottery sales, cash advance transactions and reporting, valet services)
- Identify, gather and assess information to resolve various routine customer inquires/complaints.
- Develop and maintain effective relationships with various departments and customers.
- Ensure that department service level objectives meet performance expectations.
- Create and maintain an environment that promotes positive communication within the department and the organization.
- Assist Managers in development and facilitation of training programs for frontline employees

**KEY SUCCESS FACTORS**:

- 1-3 years in a supervisory capacity in a customer service environment****:

- General knowledge of Best Customer Service practices
- Basic knowledge of money handling procedures
- General knowledge of Customer Services and Operations
- Calm, organized work ethic with the ability to prioritize and meet deadlines
- Excellent supervisory, inter-personal, and communication skills
- A passion for delivering exceptional levels of guest service
- Cash handling experience
- Computer skills required

**Diversity, Equity, Inclusion and Belonging**

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**Be Yourself.**

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**We believe differences should be valued and celebrated. By building diverse and inclusive teams, we strive to provide a more authentic and empowering work experience that unlocks the potential of our people. Regardless of race, religion, colour, national origin, sex, gender, expression, sexual orientation, age, marital status, veteran status, or disability status, we believe everyone has the right to express their ideas, ambitions, and pursue their goals with confidence and integrity. Diversity breeds innovation. We want people to think differently. Our commitment is to build a culture that welcomes everyone and leverages their unique perspectives to be a great entertainment company that shares the thrill of horseracing experiences with the world.