Supervisor Guest Experience

1 week ago

Toronto, Canada Woodbine Entertainment Group Full time

**A NEW BREED OF ENTERTAINMENT**:
With almost 150 years of proud horseracing history, Woodbine Entertainment Group is the founding pioneer and largest operator of professional horseracing in Canada.

Building on our rich past, we are surging ahead to the future with an energized, new vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing — and also among the most exciting and diverse entertainment facilities on the globe.

**Job Summary**

The purpose of this position is to supervise a proactive team of Guest Experience, Pari-Mutuel and Retail 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.

**Responsibilities**:

- 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 horse racing wagering.
- Ensure that department service level objectives meet performance expectations.
- Supervise and Support Pari-mutuel Operation services and employee management
- Supervise and support Retail and Cash Operation services
- Ensure that department service level objectives meet performance expectations.
- Assist Managers in development and facilitation of training programs for frontline employees
- Develop and maintain effective relationships with various departments and customers.

**Qualifications**:

- General knowledge of Best Customer Service practices.
- Basic knowledge of money handling procedures.
- General knowledge of Pari-Mutuel Wagering is an asset.
- General knowledge of Customer Services and Operations.
- Secondary school diploma or equivalent experience.
- 1-3 years in a supervisory capacity in a customer service environment

**Working Conditions**:

- Ability to be mobile for extended periods of time
- Occasional bending, carrying, climbing, lifting, pulling, pushing and reaching/crouching.
- Requires continuous physical monitoring of all guest areas, grandstand, dining rooms and apron
- Will have exposure to all areas of the facility.
- Hours of work will vary and be flexible to include days, evenings, weekends and holidays to oversee operational coverage at all Woodbine locations and special events (Transportation Required)

**Diversity, Equity, Inclusion and Belonging**

**Be Yourself.**

**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.

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