Experience & Standards Manager

**Company Overview**

The Calgary Winter Club is Calgary's premier private family Club, dedicated to providing an outstanding employee experience. We believe in the importance of work-life balance and offer a supportive environment that values diversity and equity.
**Summary**

We are looking for an Experience & Standards Manager, who is responsible for driving the CWC’s culture of hospitality, service excellence, and safety. This role ensures every member and guest experience reflects the Club’s values while maintaining a safe, respectful, and welcoming environment. The Manager oversees the Service Excellence Program and the Health & Safety Program, balancing both proactive leadership and responsive action in service, conduct, and safety standards.

**Responsibilities**

**1. Champion Service Excellence & Member Experience**
- Develop, implement, and refine service standards and training that reflect our brand values
- Design and deliver member experience strategies to achieve exceptional satisfaction ratings
- Partner with HR on onboarding, retraining, and performance management related to service delivery
- Mentor and support managers and staff to foster a service-driven culture across all operations

**2. Uphold Member Conduct Standards**
- Lead initiatives that promote and reinforce positive conduct and service standards

**3. Lead Health & Safety Program**
- Ensure compliance with Alberta OHS legislation; promote a proactive safety culture
- Manage and support the Health & Safety Committee
- Conduct inspections, audits, and investigations of accidents, incidents, and near misses
- Oversee training requirements (e.g., SFA, CPR) and update safety manuals, signage, etc.
- Act as primary contact for incident notification, reporting, and follow-up

**4. Develop and manage budgets for training and safety initiatives**
- Design and deliver member experience strategies to achieve exceptional satisfaction ratings
- Partner with HR on onboarding, retraining, and performance management related to service delivery
- Mentor and support managers and staff to foster a service-driven culture across all operations

**Qualifications**
- Customer service is an integral part of their character
- High standard in ethics, honesty, integrity, and diplomacy
- Outstanding organizational and motivational skills, attention to detail and observation ability
- Understanding of legal health and safety guidelines and legislation
- Exceptional communication, writing, public speaking, and training/facilitation skills
- Hospitality related post secondary education with a minimum of 5 -7 years’ progressive experience
- Minimum two years direct involvement with health and safety responsibilities in the workplace
- Understanding/experience working in recreational/sport facilities
- Red Cross Standard First Aid/CPR instructor certification an asset

**Important Information**
- We are committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise us during the recruitment process.
- We thank all interested applicants; however, only those selected for an interview will be contacted.

**Job Types**: Full-time, Permanent

Pay: From $80,000.00 per year

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care
- Wellness program

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Hospitality: 5 years (required)

Work Location: In person