Guest Services Coordinator

**About Vivo**

Vivo is a charitable enterprise on a mission to raise healthier generations in Calgary and beyond. We believe that optimal health is possible for Canadians of all ages - at home, school, work, and play.

Through innovative programs, built environments, and evidence-based community initiatives, Vivo supports individuals and communities in making sustainable 10% shifts - small, consistent changes that lead to big impacts in lifestyle, environment, and systemic decision-making.

By co-creating meaningful experiences with our partners and community, we aim to inspire others to pursue lifelong well-being and connection - locally and across the nation.

**The Role**

As the Guest Services Coordinator, you are a pivotal leader and ambassador of Vivo’s commitment to delivering exceptional member and guest experiences. You will coordinate the full lifecycle of member engagement, oversee the operations and frontline delivery at the Guest Services desks, and lead a team of staff to support events, promotions, rentals, and general facility service.

You are a collaborative, solutions-oriented professional who thrives in fast-paced environments, with a strong ability to lead others, manage details, and build relationships. You will bring forward a blend of program coordination, front-line leadership, administrative oversight, and strategic execution.

**Key Responsibilities**

**Guest & Member Experience**
- Serve as a primary point of contact for corporate groups, new and existing members, and event stakeholders, ensuring a responsive and personalized experience.
- Lead the full member journey - onboarding, engagement, retention, and renewal - ensuring seamless planning, execution, and follow-up.
- Coordinate public-facing programs, membership campaigns, and promotional events.
- Navigate and resolve guest concerns with empathy and professionalism, including complex or sensitive customer situations.
- Monitor and evaluate guest feedback and experience surveys, identifying trends and implementing solutions.
- Build authentic and respectful relationships with guests and team members, fostering a welcoming, inclusive environment.

Frontline Leadership & Team Development
- Provide daily on-deck leadership and mentorship to Guest Services staff, including shift supervision, engagement coaching, and service quality assurance.
- Design and facilitate ongoing training and in-service sessions for Guest Services team members, ensuring clarity on service standards, promotions, and emergency response.
- Support recruitment, onboarding, and performance management of Guest Services team members in partnership with the Sales & Guest Experience Manager.
- Hold the team accountable for work plans and service targets through regular follow-ups, coaching, and feedback loops.
- Design and implement tools, materials, and practices that build individual and team capacity, while nurturing a positive and high-performance team culture.
- Oversee team scheduling in alignment with labour standards and cross-departmental needs.
- Complete biweekly payroll submissions for the Guest Services team in accordance with established timelines and procedures.

**Operations & Administration**
- Oversee the cleanliness, safety, maintenance, and functionality of Guest Services desks and lobby areas.
- Maintain and improve front desk processes to ensure operational efficiency, data accuracy, and a seamless guest experience.
- Lead and manage inventory, supplies, and rental equipment for desk operations, ensuring all items meet lifecycle, warranty, and safety standards.
- Coordinate registration systems (e.g., TSG/Avocado) and ensure consistency in membership, booking, and data entry procedures.
- Track and report on key metrics, including guest traffic, pass usage, revenue, and operational trends, to inform business decisions.

**Program, Events & Community Engagement**
- Plan and lead logistics for member-facing events and facility promotions, including staffing, set-up, and evaluation.
- Support community rentals (e.g., schools, birthday parties, sport teams) in collaboration with facility partners and bookings staff.
- Oversee content, communications, and inventory for the Community Board, ensuring external posting requests follow guidelines.
- Ensure all event communications and signage reflect Vivo’s tone, values, and visual identity.
- Collaborate across departments to deliver high-impact experiences that align with Vivo’s strategic goals.

**Health, Safety & Compliance**
- Ensure team and guest compliance with safety standards, emergency protocols, and facility policies.
- Maintain up-to-date knowledge of Alberta Health Services pool safety standards, Intermediate First Aid, and applicable certifications.
- Ensure certification tracking for all Guest Services team members is maintained and monitored proactively.

**Qualifications & Competencies**
- Post-secondary diploma or degree in Recreation, Hospitality, Business, or a related field