Head Instructor

Canlan Sports is the largest private sector owner and operator of recreational sports complexes in North America. The company's success in the recreation-entertainment & hospitality industry is attributed to a combination of innovative programming, service delivery leadership and world-class sports complexes. We understand our customers’ need for service excellence and are committed to it.

Canlan Sports is currently looking for a **Head Instructor**

**Job Summary**:
Working with the sports complex General Manager, and the Youth League and Programs Manager, the **Head Instructor** is responsible for the execution of designated youth and adult programming and camps, including: (1) on-surface instruction, (2) managing customer communication, (3) recruitment, training, and management of instructors, and (4) ensuring that programs are delivered in-line with expectations to deliver the best possible customer experience.

**Responsibilities**:

- Collaborating with the Manager, Adult Programs and Instructor Development, the Head Instructor shall understand the purpose of each Program and Camp offering, the needs of the participant, and ensure that that delivery of programming is consistent with established Canlan Sports curriculums and standard operating procedures.
- Leadership role in the delivery of programming, spending a minimum of 50% of their scheduled hours being on-surface as a facilitator and instructor for Canlan Sports programming.
- Takes total ownership over the delivery of all programming, ensuring that standardized lesson plans and Canlan Sports curriculums are used, setting a positive example for other instructors, and crafting a fun and interactive environment for participants of all ages and skill levels.
- Ability to effectively leverage technology and use Canlan’s CRM platform to view program bookings, ice allocations, and identify and utilize relevant participation lists.
- Provide exceptional customer service by being attentive to their needs, listening and empathizing, and proactively resolve disputes or escalate them as required. Is also available to answer questions in-person before and after scheduled programming.
- Collaborates with the sports complex General Manager, and Manager, Adult Programs and Instructor Development to provide relevant feedback on program successes, challenges, and opportunities for future growth.
- Understands the progression pathway and onus to identify and recommend customers towards additional programming, relevant to their skillset. Where appropriate, understands current promotions and initiatives, and works within the sports complex to cross-promote products and services as applicable.
- As required, assists with the delivery and execution of the Canlan Sports Youth Hockey League (YHL), including operational support and product awareness.
- In collaboration with the Manager, Adult Programs and Instructor Development, effectively recruit, train, and develop part-time instructors to support the complexes’ programming needs.
- Develops a staff schedule for instructors, commensurate with the programming needs of the sports complex, ensuring that staff strengths align with the programs that they are scheduled for, while trying to maintain as much in-session continuity as possible.
- Manage instructor performance in-line with internal policies by communicating goals and objectives; conducting performance reviews; measuring, reviewing established KPI’s; and implementing corrective action where necessary.
- Ensure that Canlan Sports standardized curriculum material - including the Play Forward Pathway - are accessible and that all instructors have been appropriately trained to execute the curriculum.
- Motivates and leads the team through weekly training sessions to implement best practices, streamline execution, and to create a positive customer service experience and an engaging and fun environment for participants.
- Upholds and ensures that all team members adhere to The Canlan Sports Mission, Vision, and Culture Statements, The Customer Service Charter, company policies, standard operating procedures, best practices, and reporting systems.
- Demonstrates execution and delivery of programming during scheduled operational support visits, including an adherence to all applicable standard operating procedures.
- Understands the goals of the department and how they contribute to the overall success of the sports complex, and Canlan Sports.
- Compiles and submits instructor payroll and associated expense reports to the complex General Manager within established deadlines.
- Collaborates and shares best practices with other Head Instructors and Program Managers at Canlan Sports.

**Qualifications and Education**:

- Graduation from post-secondary institution in kinesiology, sport administration or sports management or equivalent experience
- Possess or be willing and able to attain USA Hockey Masters Level Coaching Certification within a two-year period.
- USA Hocke