Recreation & Culture Supervisor

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Reporting to the Parks, Recreation & Culture Manager, this position is primarily responsible for effective leadership and direction to encourage a customer-focused operation at the Hinton Recreation Centre as delivered at the front line by the Customer Service Clerks. This position works closely with the Aquatic Supervisor and Arena & Parks Supervisor to ensure all areas of the facility are supported and managed consistently. This position also works closely with other municipal staff, contractors, school representatives, government agencies, non-profit community organizations, user groups, volunteers, and the public.

**WORK RESPONSIBILITIES**

**Personnel**
- Oversee and supervise the activities of the Event Coordinator, Office Services Coordinator Lead Hand, and the Customer Service Clerks
- Review and approve the Customer Service Clerk Schedule
- Ensure timesheets are submitted, accurate, and approved on time
- Provide recommendations and assist with the maintenance of up-to-date job descriptions
- Hire, train, and set up new front line employees for success
- Establish two-way communication with staff regarding plans, priorities, and objectives for the Service Area
- Conduct performance reviews and provide frequent feedback to staff
- Address performance improvement requirements in a timely and consistent manner
- Perform employee relations duties to address complaints and collaborate with Human Resources on problem-solving, while adhering to the terms of the Collective Bargaining Agreement
- Monitor the training and certification requirements of staff and ensure that appropriate levels of training and certifications are maintained
- Provide supervision to other staff in the Service Branch in the absence of the Aquatics Supervisor and Arena and Parks Supervisor

**Customer Service**
- Support and maintain a high degree of customer service satisfaction by providing general information or assistance, direct or indirect, to the customer
- Investigate and respond to complaints or enquiries from customer groups and the public, working to resolve problems through personal contact, active listening, and conflict resolution
- Assist in resolving scheduling conflicts and ensure customer requests and concerns are addressed in a timely manner
- Answer inquires concerning recreation and municipal services
- Ensure there are opportunities for feedback on programs and facility operations
- Establish and maintain a positive working relationship with all community and

customer groups
- Act as liaison between recreation user groups and the Town, assisting the customer with defining needs, determining options, and hosting safe and sustainable programming, including for tenants and lease holders of the facility

**Events**
- Coordinate with community and customer groups in the Recreation Centre to ensure event success
- Support the Event Coordinator in their duties
- Oversee the development and implementation of Town special events through the Event Coordinator in collaboration with other Departments
- Find creative solutions to ensure events are accessible, inviting opportunities to celebrate community diversity through a culturally intelligent lens

**Operational Direction**
- Responsible to stay current with recreation trends by undertaking research and presenting initiatives and options to the Parks, Recreation & Culture Manager to maximize use of the facility
- Leads the creation of recreation and culture programs and facilitates delivery within the facility and in other Town of Hinton facilities an community locations in collaboration with the operating groups.
- Supports the implementation of recreation and culture programs
- Develop and implement procedures for recreation service delivery including administration and customer service
- Ensure that program and event evaluations are carried out
- Conduct market studies, surveys, and investigate community recreation needs and make recommendations based on the evaluations
- Assist Communications with implementing an annual marketing strategy for the promotion of recreation programs and community events
- Assist Communications by promoting and marketing the use of all Town parks and recreation facilities to maximize revenues and service provision to the community
- Coordinate community special event rental agreements for the facility
- Accurately complete documentation, records, and reports
- Responsible for overall administration of facility booking and program registration software
- Create and manage PRC community and user group contracts and agreements in accordance with applicable legislation and Town Policies.
- Coordinate with the Infrastructure and Development Services Department as applicable to ensure efficient facility operation
- Maintain frequent communication and collaborate with the Arena and Parks Supervisor for the delivery of scheduled programming and rentals
- Oversee the development and coordination of bookings and associated rental agreement