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Manager, Guest Experience and Team Leader

2 weeks ago

Winnipeg, Canada True North Sports + Entertainment Full time

**True North Sports + Entertainment is looking for a guest-focused leader with a passion for hospitality and leading a high-performing team.**

As a **Manager, Guest Experience and Team Leader**, you will be at the forefront of creating unforgettable moments for our guests. More than just a hospitality expert, you will be a strategic leader dedicated to cultivating a welcoming, engaging, and service-driven environment. You will lead a dynamic team, oversee recruitment, training, recognition, and performance management to build a high-performing culture that delivers top-notch guest experience at every event.

**What to be excited for in this role**:

- Leadership & People Management_
- Lead, inspire, and empower a high-performing team by fostering a culture of growth, motivation, and accountability that drives exceptional results.
- Create an engaging work environment where employees feel valued, supported, positive and driven to deliver outstanding guest experiences.
- Collaborate with internal teams and stakeholders, providing expert guidance on performance management, team development, and workplace policies.
- Recruitment, Onboarding & Training_
- Drive recruitment efforts, identifying and hiring top talent to strengthen the team.
- Oversee onboarding and training programs that set team members up for success from day one.
- Design and execute career development initiatives to help employees grow within the organization.
- Performance Management & Team Engagement_
- Champion a culture of continuous improvement by coaching and mentoring employees to reach their full potential.
- Partner with the Guest Experience Administrator to manage scheduling, maintain employee documentation, and track essential employment details.
- Develop and implement training programs that reinforce our True North Service Principles (SCORE) to enhance the guest experience across venues.
- Driving Top-Notch Guest Experience_
- Lead efforts to enhance fan and guest satisfaction by proactively identifying opportunities for improvement.
- Be visible, engaged, and provide support and leadership to all True North casual team members on site throughout games and events to ensure smooth operations and outstanding guest interactions.
- Support ad-hoc reporting and other finance-related projects as needed.

**What we need from you**:

- At least 2-3 years of experience leading teams in guest-focused or event-driven settings, with a strong ability to manage, motivate, and sustain high performance.
- Skilled in leading large, diverse front-line teams while fostering a culture of collaboration, excellence, and service.
- Background in hospitality, event management, or human resources administration.
- Strong verbal and written communication skills, with active listening and the ability to engage effectively with diverse personalities and stakeholders.
- Solid organizational and time management skills to effectively balance competing demands and multiple priorities in a fast-paced environment.
- Ability to adapt quickly, think proactively, and solve challenges efficiently.
- Committed to professionalism, integrity, and ethical leadership.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and a willingness to learn new technologies as needed.
- A natural passion for hospitality, with empathy, a welcoming approach, and a dedication to creating exceptional guest experiences.
- Thrive in collaborative environments, demonstrating adaptability, reliability, and a positive attitude.
- Comfortable working evenings and weekends in a dynamic, event-driven environment.
- Valid Class 5 driver’s license and access to a vehicle, as duties may extend to multiple venues.

**Why you should join us**

We are True North At True North Sports + Entertainment, we have developed a culture where our employees are engaged, challenged, and motivated. We are intentional in ensuring our employees personal values, match our organizational values of Team, Trust & Respect, Integrity, Excellence and Community.

Included as one of Manitoba’s Top Employers since 2008, our work environment is dynamic and fast-paced, offering diverse opportunities that allow you to encounter a variety of situations and develop new skills.

We are Venues | We are People | We are Community

**WE ARE TRUE NORTH**

**Submission Requirements**
- Closing date: _**_February 4, 2025_**Work Location: In person