Coordinator, Member and Guest Services

Job Summary

This position is responsible for the front-line management of member and guest related experiences and inquiries across 4 recreation facilities including the Student Recreation Centre (SRC), Recreation Centre North (REC North), the ARC, and Ponderosa Commons studio. The newest addition to these facilities, REC North, is a new building which houses state-of-the-art equipment and recreational opportunities including three full gymnasiums, a 24,000 sq ft Fitness Centre, strength and cardio equipment, functional training, multipurpose spaces, a 3 lane running track, and more. This is a larger, more active student recreational facility which, in addition to fitness and recreation programming, will facilitate drop-in programs, Kinesiology academic classes, Varsity practices, and external and student group bookings.

This individual’s responsibilities include leading on the front-line services of fitness centre memberships and member servicing, overseeing drop-in sports, activities and facility bookings, scheduling requests, and delivering on the facility experience, leading on the sales of lockers, and managing Student Operations & Facility staff. The incumbent should expect to be at their desk only 75% of the time; the shifts for this position will vary depending on season and facility requirements, however, the shifts are primarily afternoon/evenings. The position work week will primarily be Tuesday to Saturday or Sunday to Thursday and will be on-site.

Work Performed

Membership and Drop-In Programs

• Oversees the creation, administration and sales of Fitness Memberships.
• Oversees the creation and fulfillment of member experience including member communication and orientation.
• Plans and delivers drop-in sport and activity programming including programs’ scheduling, set up, and administration.
• Manages the collection and compilation of member and participant feedback.
• Performs analysis of registration and sales trends and makes recommendations to the Manager.
• Responsible for approving refunds, ensuring that all approvals and rejections are based on established policies and procedures.

Facility and Equipment Booking

• Oversees facility schedule and rental contracts in registration and booking system and the collection of rental payments.
• Manages and maintains facility schedules and calendars for the gymnasium, multipurpose rooms, classrooms, and other related spaces. Works with internal programmers and external bookings to ensure maximum profitability, customer service, efficient facility usage and booking accuracy.
• Develops and implements communication protocols and operating procedures for events and bookings through the coordination of event/booking plans, information, vendors, suppliers, and daily run sheets for events.
• Responsible for ensuring bookings are delivered with exceptional service and all requirements are fulfilled.
• Oversees and delivers facility tours for clients seeking to rent the facilities.
• Coordinates private booking requests for rental equipment including overseeing the collection and return of deposits, contracts, insurance, and other requirements.
• Responsible for providing event-related training and orientations for all non-UBC staff working in the facility.

• Liaises with campus security, parking, and all other on-event partners to ensure communication and security for campus events.

Staff Management

• Responsible for recruitment, hiring, training, management, and evaluation of the Front desk and Facility student-staff who act as front-line information officers, cashiers, facility staff, and sales associates.
• Ensures standard operating procedures and work methods maintain consistent, high-quality standards.
• In collaboration with the Coordinator, Frontline Operations and the Senior Manager – Fitness and Recreation supports mentoring student staff and enhancement of professional development opportunities.

General Responsibilities

• In collaboration with the Senior Manager – Fitness and Recreation Services develops, implements, monitors, and evaluates departmental policies and procedures.
• Plays an active role in delivering guest experience communications including updates to relevant website and on-site signage.
• Ensures that all payment processing takes place in a secure environment.
• Plays an active role in furthering A&R's vision and values through facility and staffing initiatives.
• Maintains fiscal accountability, prepares budgets, and reconciles all assigned accounts on a monthly basis.
• Attends meetings, staff training retreats, and completes other tasks and duties as necessary.
• Other duties as required or assigned.

Minimum Qualifications

• Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.

• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.

• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Preferred Qualifications

• Experience in a recreation setting with an emphasis on program, operations, and facility management.
• Working experience with Xplor Recreation software preferred.
• Experience with fitness centres, fitness programs, and recreational programming.
• Previous supervisory experience with part-time staff or student employee management also strongly preferred.
• Demonstrated self-starter.
• Strong customer service orientation and skills are required.
• Strong financial, organizational, and time management skills required.
• Ability to work well as a member of a team and as a leader of a team in a diverse and collegial environment.
• Excellent oral and written communication, interpersonal, and conflict resolution skills required.
• Ability to exercise sound judgment, multi-task, prioritize, and work effectively under pressure to meet deadlines.
• Strong computer skills essential including working knowledge of Microsoft Office Suite.
• Must possess a full Class 5 driver's license.
• Able to lift or move heavy objects of approximately 50lbs.