Lead Ambassador

**Company Overview**:
The Rockland Park Homeowners Association (RPHOA) is a not-for-profit corporation whose purpose is to manage, maintain, and operate the HOA amenities. The RPHOA will own, operate, and maintain the Rockland Park Lodge, a 4,750 sq. ft. exclusive community lifestyle centre that is situated on a 4-acre site. The main building will be the primary entrance into the park and will include multi-use rooms, a kitchenette, gathering spaces, and family-friendly change rooms and showers. The exclusive park will provide activities for all seasons with an outdoor swimming pool that includes a 25-meter lap pool and family-friendly zero entry area, pool side cabanas, a year-round hot tub, playground, central fire pit and gathering area, casual skate/adventure trail, hockey rink/basketball/modular skateboard area, pickleball courts, and amphitheatre.

The RPHOA fosters a unique environment characterized by a dedicated and highly skilled workforce, grounded in mutual respect. Every employee contributes essential and measurable skills that help achieve the organization's strategic goals. Prioritizing safety, employees are committed to consistently meeting and surpassing quality standards in all their activities to exceed the expectations of RPHOA's customers.

**Position Summary**:
Are you passionate about delivering an exceptional customer experience to everyone who walks through the door? Do you thrive on exceeding expectations and building genuine connections? If so, we want YOU to be our Lead Ambassador As the first point of contact at our ambassador desk, you’ll play a vital role in creating a welcoming environment for our residents. On a daily basis you will have the opportunity to engage with residents by validating their membership for entry, assisting to book facility rentals, processing annual encumbrance fee payments, assisting with general inquiries, and completing program registrations. Reporting directly to the General Manager, this is a full-time permanent hourly paid position of 40 hours a week, Monday through Friday from 9:30am - 6:00pm. Weekend and evening shifts will also be required from time to time for assistance with special events, and to attend team meetings.

**Key Responsibilities**:

- Provide RPHOA patrons with an exceptional customer experience in the following capacities: registering for programs, issuing new cards, processing annual encumbrance payments, administering point of sales, answering facility rental questions and completing bookings, event registration and other requests
- Facilitate the RPHOA entrance gate by scanning all membership cards for entrance upon their arrival, to ensure accurate records of facility usage
- Be an effective ambassador for the RPHOA by actively promoting program, club, activity, and event participation
- Effectively participate in the RPHOA Safety Program, including paperwork for incidents, accidents, first aid, and the working alone policy
- Answer the RPHOA main phone line during the day shift and direct calls to the appropriate team member
- Assist residents to complete the appropriate forms in regards to park usage, equipment rentals, membership, etc.
- Enforce all Rockland Park Homeowner Association rules
- Maintain computerized membership/financial records; including the receipt of contributions of annual encumbrance fees and process them according to designated procedures
- Maintain office services by controlling correspondence; designing filing systems; and creating office supply orders within budget guidelines
- Prepare and facilitate the distribution of promotional materials, including bulk and other mailings
- Assist the General Manager to coordinate annual encumbrance fee invoicing and monthly statements using the database system
- Read and respond to all communications provided in the “ambassador communication book”, reporting all important messages to the General Manager
- Assist the General Manager in creating a daily task list for evening/weekend ambassador shifts
- Obtain and distributed the mail received by the RPHOA on a regular basis
- Any other duties as assigned by the General Manager

**Qualifications & Requirements**:

- Minimum 3 years of administration experience in a fast-paced environment
- Outstanding customer service, written and oral communications skills
- Genuine connection builder
- Excellent organization and time management skills
- Strong attention to detail with accuracy and efficiency
- Working knowledge of Microsoft Office
- Experience working with Canva considered an asset
- Ability to work independently, and as part of a team
- CPR and First Aid Certification (or willing to obtain)

**Compensation Package**:

- Paid vacation
- Cost Share Group Benefits Plan
- RRSP Matching Plan
- RPHOA Employee Recognition Program
- Training and Development Opportunities

**To Apply**:

- What measures would you implement at the RPHOA ambassador desk to ensure a top-notch customer experience for visitors?