Team Member, Guest Experience

**What the role is all about**:
WinSport’s Guest Services Team is vital to the smooth operation and overall experience of our guests. Your primary objective will be to provide exceptional guest service to our guests in a front facing role at the Guest Services desk, Call Centre, and Rental Shop.

We are **Safe**

We are **Welcoming**

We are **Inspiring**

And we are **Creative**

**NOTE: this is a seasonal/temporary position, with a planned end date of September 2, 2025.**

**Responsibilities**:
**_ Operational Execution_**
- Support operational delivery by completing critical duties that directly contribute to team and organizational success:

- Complete time-sensitive administrative tasks that require daily monitoring, providing ongoing updates to leadership Team Members.- Conduct a diverse range of sales transactions in person or over the phone. Such duties may include the responsibility of handling cash and administering waivers.
- Maintain a robust knowledge of programs/products offered during all seasons ensuring you’re well-equipped to communicate with guests effectively.
- Uphold and drive forward high standards of safety within the rental shop whilst providing a seamless experience for guests:
- Thoroughly inspect rental equipment before and after each use, ensuring it is in proper working condition, removing it from our accessible inventory if not before escalating the concerns through defined channels.
- Actively engage with guests educating them on equipment usage, safety protocols, and best practices before providing them with equipment.
- Manage guest flow within to minimize congestion, reduce waiting times, and ensure a safe/efficient experience.
- Assist in maintaining the cleanliness, organization, and functionality of Guest Experience areas, ensuring a welcoming environment for guests and Team Members:
- Monitoring supplies
- Maintain a well-organized and clean workspace preventing/identifying hazards through appropriate channels allowing for a smooth workflow for guests and Team Members.
- Ensure uninterrupted services during breaks and busy periods by proactively coordinating with fellow Team Members to maintain coverage, assist with guest flow management, and step into key roles as needed to help with service delays.

**_Providing Exceptional Guest Experiences _**
- Act as a role model for guests and Team Members always demonstrating WinSports core values and four key behaviors:

- Lead by example, consistently following safety protocols, upholding service standards, and demonstrating a positive attitude in all interactions with guests or Team Members.
- Greet everyone with enthusiasm, respect, and kindness, helping them to feel valued whilst also approaching challenges with a ‘can-do’ attitude, motivating Team Members, and contributing to memorable guest experiences.
- Suggest and implement new ways to enhance guest experiences through improving processes or innovatively solving problems.
- Respond to guest concerns professionally and authentically with a solution-focused approach:

- Mitigate conflicts and work to de-escalate guest frustrations through being an active listener, remaining calm, and displaying empathy in language choice.
- Provide accurate details about policies, services, or solutions in a way that is concise and easy to understand for guests.
- Close the loop on guest concerns by following up when needed to ensure issues were resolved to their satisfaction, leveraging feedback as an opportunity to improve.
- Collect, respond to, and share feedback to continuously enhance guest experience ensuring insights are acknowledged, acted upon, and used to drive improvement:

- Engage with guests to understand their experiences, asking open-ended questions to gather insights on how services can be improved.
- Show genuine interest in guest feedback by actively listening, validating their experiences, and expressing appreciation for their input.
- Liaise with leadership Team Members when concerns are brought forward maintaining a solution-focused approach to drive improvements and enhance guest/team member experience.

**_Active Contributor to Our Culture_**
- Work collaboratively with colleagues to meet goals and maintain a supportive/inclusive environment:

- Adapt to shifting priorities by taking on different tasks as needed, ensuring all areas of the operation remain well supported.
- Offer guidance, knowledge, and support to Team Members, helping them develop a well-rounded skillset and building confidence in their role.
- Recognize/celebrate team achievements helping foster an inclusive, welcoming, and supportive environment.
- Demonstrate safe work practices by always adhering to organizational policies:

- Acknowledge and complete all required documentation/training before your first scheduled shift.
- Demonstrating alignment between your actions and our organizational values. Examples include but are not limited to - wearing the correct uniform, arriving on time for sh