Manager Retail & On-Site Experience

Woodbine Entertainment•Etobicoke, ON

1d•CA$70,000 - CA$79,000•Onsite

About The Position

Manager Retail and On-site Experience is responsible to ensure our team delivers exceptional service and an elevated experience to all guests that visit our locations. This position will lead onsite guest experience operations at Woodbine Racetrack and Woodbine Mohawk Park. This position is a hands-on role that actively participates in leadership decision-making, collaboration, and goal setting with cross-departmental managers and directors.

Requirements

5 years experience in a similar environment
2 years leadership experience in Hospitality or Guest services
Post secondary education in a related field (Business Management)
Excellent written and verbal communication skills – instructing, advising, guiding and educating team members and guests
Exceptional Guest Service and issue resolution skills vital to success in this role
Working knowledge of POS terminals and financial reporting
Strong ability to work under pressure and multitask
Advanced decision and problem solving skills

Nice To Haves

General knowledge of horse racing and wagering an asset

Responsibilities

Recruitment of high performing employees
Provide leadership and direction to the team to, manage, assess and monitor overall staff performance and identify areas for improvement development and additional training
Responsible for the scheduling of supervisors and employees to ensure that operational requirements and the onsite guest experience is first-class
Resolve guest complaints in person, by phone or through written message, handling all guest interactions with the highest level of hospitality and professionalism
Proactively contact guests when internal departments report incidents (ie. LOB, Guest Claims, etc)
Propose responsible solutions exceeding guest expectations with a low cost / no cost
Represents guests concerns with internal legal department to mitigate risk by presenting solutions before matters escalate to legal pursuit
Leads weekly operations meetings to ensure a race ready culture with a focus on preparing and providing the best customer experience when visiting the site
Summarizes daily racing schedule and onsite events
Communicates guest feedback
Proposes resolutions and improved practices to elevate the racing experience
Effectively lead a team of Guest Service Supervisors and Employees and the delivery of face-to-face service and assistance to the organization's customers by providing motivation and direction such as assigning, prioritizing work, monitoring work performed, dealing with routine issues
Monitors and ensures the guest service team is delivering communication and engagement for corporate initiatives (wagering, loyalty initiatives, etc)