Manager, Ritchie Center Events & Operations

University of Denver•Quinte West, ON

2d•Onsite

About The Position

The Manager of Ritchie Center Events & Operations is a visible, hands-on operational manager responsible for delivering exceptional safety, service quality, and operational excellence across the Ritchie Center’s diverse portfolio of venues, including parking facilities, fitness and aquatic centers, ice and field venues, satellite facilities, and support spaces. This role sets and sustains high performance standards for daily operations, staff performance, and customer experience, ensuring each venue operates safely, efficiently, and in alignment with divisional and department priorities. The position provides direct management and oversight of core operating units, including facility operations, event and rental supervision, front-line staffing, food and beverage inventory, locker room operations, and service delivery systems. The Manager leads the recruitment, training, scheduling, and performance management of service and facility associates, fostering a culture of accountability, continuous improvement, teamwork, and pride in service. In addition to primary responsibility for operational venues, this position provides management and operational support for Ritchie Center spectator venues—such as Magness Arena, Hamilton Gymnasium, Barton Lacrosse Stadium, and Soccer Stadium—when utilized by the Department of Kennedy Mountain Campus, Wellness & Recreation. The Manager serves as a key operational partner during events and peak activity periods, ensuring seamless coordination, policy compliance, and consistent standards across all spaces. Serving as a Manager on Duty, the position requires the ability to make sound, real-time decisions, manage competing priorities, and lead during high-traffic, high-expectation environments. Working hours will include evenings, nights, and weekends based on facility activity and divisional needs. The Manager is expected to model flexibility, reliability, and professionalism while maintaining a strong on-site management presence. This role is central to delivering a distinctive and personalized customer experience at every point of interaction. Through intentional supervision of front-line operations, the Manager ensures excellence in parking and access, facility entry, transactions, communication, facility condition, safety, and customer engagement – creating environments where participants, spectators, and guests feel welcomed, supported, and valued. This position summary is not designed to capture all activities, duties, or responsibilities required for this position. Responsibilities may change or new ones may be assigned at any time.

Requirements

Bachelor’s Degree
1+ year of related experience
CPR; First Aid; AED; Blood Borne Pathogen; Concussion Training

Nice To Haves

Bachelor’s Degree in recreation management or related degree
2+ years experience managing in a sports or recreation facility.

Responsibilities

Provide direct leadership for approximately 50 part-time employees, setting clear expectations for professionalism, safety, service excellence, and accountability.
Recruit, hire, train, schedule, and deploy staff to ensure consistent, high-quality facility operations across multiple venues.
Foster a performance-driven team culture through proactive communication, recognition, and corrective action, ensuring staff are engaged, prepared, and aligned with divisional and department standards and customer service priorities.
Establish and maintain rigorous performance standards through ongoing training, coaching, and evaluation of part-time staff.
Ensure required certifications, compliance training, and in-services are completed, documented, and current.
Administer bi-weekly payroll accurately and on time within approved budgets.
Address performance issues promptly and consistently, using data, feedback, and coaching to drive improvement, mitigate risk, and reinforce a culture of accountability and operational excellence.
Ensure all assigned facilities are operated at a high standard of safety, cleanliness, functionality, and customer readiness.
Oversee regular facility inspections, work-order identification and coordination, inventory control, locker room operations, and point-of-sale (POS) inventory, ordering, and sales processes.
Translate operational standards into daily execution, ensuring issues are identified early, resolved efficiently, and communicated effectively to maintain a consistently positive member and guest experience.
Serve as Manager on Duty across multiple venues, providing on-site management, decision-making, and real-time problem resolution.
Ensure adherence to all facility policies, procedures, and safety protocols while supervising staff performance during peak usage and high-impact periods.
Proactively balance competing demands, respond to emergent issues, and maintain operational continuity to enhance participant satisfaction, risk management, and overall facility effectiveness.
Support the planning and execution of internal programs and external events by ensuring appropriate staffing, facility readiness, and operational coordination.
Partner with event stakeholders to translate event requirements into efficient operational plans, adjusting staffing and resources as needed to ensure safe, seamless, and high-quality event delivery that reflects positively on the Ritchie Center and the division.
Ensure accurate, consistent, and effective use of the Connect2 system to support inspections, task management, standard operating procedures (SOPs), and daily staff communication.
Leverage systems and documentation to reinforce expectations, improve consistency, increase efficiency, and support transparency across operations.
Continuously evaluate workflows and information flow to identify opportunities for process improvement and stronger operational alignment.