Facility Booking Specialist

ABOUT US

The City of Spruce Grove is a fast growing, dynamic city committed to building and maintaining a fiscally responsible community that serves our residents, attracts visitors, and promotes future growth.

The “Values, We Live By” are accountability, communication, leadership, integrity, and respect while we work towards maintaining a work/play balance.

We are an organization that cares, an organization that is committed to our city and committed to you. The City of Spruce Grove is committed to public service, where everyone feels empowered to contribute their best work. We believe that by working together in a spirit of collaboration and respect, we can achieve great things.

THE OPPORTUNITY

The Facility Booking Specialist facilitates, manages and processes all rental agreements, and user relationships for facility-related revenue in the Recreation and Culture department. They coordinate and enforce rental permits, user guidelines and scheduling for City-owned/operated recreation, culture, and sport facilities to optimize usage and customer experience and access. They act as the liaison between all users and the respective schools related to the implementation and access of school and City facilities outlined in the Joint Use Agreement. Responsibilities include drafting policies, managing booking software, reporting on facility use and rental revenues, and monitoring accounts payable. They also provide excellent customer service through effective communication and problem-solving with users, facility operations and other partners, often managing Booking-related conflicts in a politically sensitive environment.

This is a permanent part-time position reporting to the Supervisor of Customer Experience. The hourly range for this position is $33.49 - $39.81.

RESPONSIBILITIES

1. Leadership and Coordination
- Translates ideas, concepts, and information into effective and efficient strategies.
- Facilitates and leads user group meetings, ensuring information is timely and accurate.
- Resolves allocation issues, conflicts, and requests by making critical judgments and decisions that consider policies, procedures, and political sensitivities; escalates issues to the Supervisor when necessary.
- Stays informed about City of Spruce Grove policies regarding facility use and applicable legislation.
- Participates in Joint Use Operational Committee meetings to address issues and opportunities.
- Collaborates with various departments, including Communications, Economic Development, and Recreation, to optimize facility provision.
- Works closely with Finance on accounts receivable, outstanding accounts, and reporting.
- Responds to inquiries from senior management and Council regarding facility bookings and fee concerns.
- Represents user group interests in corporate discussions as needed.
- Researches and compiles best practices, trends, and rates in facility bookings.
- Engages with the greater Edmonton-region bookings network to ensure the adoption of best practices.

2. System and Process Administration
- Maximizes use of facility booking system in order to provide information to decision-makers regarding current and future direction.
- Responsible for setting up and inputting all facility and equipment booking information in the software system.
- Allocates time across all City-owned facilities, parks, community billboards, and schools, ensuring equitable allocations, maximized facility operation efficiencies and revenue, and minimized conflicts.
- Trains and supports Customer Experience Representatives and facility operations staff on the booking software and reporting.
- Serves as the facility bookings module owner, collaborating with Information Services (IS) staff to troubleshoot issues, identify efficiencies, and support upgrades.
- Identifies and implements necessary processes, templates, and reporting requirements based on recommendations to the Supervisor.
- Monitors compliance with processes and guidelines, communicates with non-compliant users, and applies additional fees if necessary.

3. Fees and Charges and Allocation Implementation and Updates
- Following policy and procedure, consistently applies all fees and charges to City and Joint Use facilities and spaces.
- Following policy and procedure, allocates use of all recreation, culture and park facilities and spaces ensuring efficient use of facilities and staff and meeting user needs.
- Recommends revisions to user fees and rates based on demand analysis, budget needs, regional comparisons, and contracts.
- Completes required user fee updates as per policy and procedure and communicates these updates to user groups.
- Creates and maintains all fee documents, including updates and formulas.
- Updates software systems to reflect fee changes.
- Provides budget and variance projections based on fees and facility usage.

4. Customer Experience
- Responds promptly and accurately to inquiries, cancellations, changes, and additions.
- Maintains posi