Security & Engagement Team Member ("Duty Manager") - PT

About Us Spray Lake Sawmills Centre (SLSC) is a leading-edge sport and recreational facility encompassing 325,000 square feet, including an aquatic centre, four arenas and a curling centre, fitness & climbing facilities, an indoor turf, track, and gymnasium, and is home to several third-party tenants. SLSC is a not-for-profit organization and a registered charity, governed by a volunteer board of directors. With a team of over 200, we offer a dynamic and fast-paced work environment that promotes excellence in teamwork, community building, and an innovative customer-focus. SLSC is located in Cochrane, Alberta
About the Position The Security & Engagement Team (colloquially referred to as "Duty Managers" at SLSC) is foundational in providing a secure, safe, welcoming, and inclusive environment at SLS Centre. In addition to the critical objective of ensuring security oversight, this role is also accountable for delivering an amazing guest experience for all guests, patrons, and team members by ensuring building security and a safe and engaged community. Accountabilities include building rounds and building lock-up, a service-focused approach to resolving issues with guests, providing support to all front-line staffing teams, acting as “Incident Command” for emergency response procedures, and employing a friendly and approachable demeanor aligned with SLSC’s culture and experience focus. This role directly supports and contributes to Management and Health & Safety initiatives
The ideal candidate is knowledgeable of security best practices, empathetic, and ready to help in all types of situations. They have vast experience in conflict resolution, are motivated to role model professional behaviors with the team, and love to engage with guests and patrons. They are adaptable, professional, resilient, and committed to leading our frontline team in ensuring consistent execution of our policies and procedures and the highest order of operational excellent & accountability. This position is always working toward excellence in internal & external customer experience
Job Type: Part-time, Hourly (10-20+ hours/week)
Schedule: Exclusively evenings and weekends, with daytime crossover

• Mon-Fri evenings - Typically 5:00-9:30pm (or later up to 12:30am if needed for vacation/illness coverage of FT staff)
• Sat/Sun/Holidays - Typically providing coverage between 11:00am-9:30pm (or later up to 12:30am if needed for vacation/illness coverage of FT staff)
• Hours may vary slightly due to variable evening booking schedules & seasonal operational changes.

Specific Responsibilities:

Community & Team Engagement:

• Demonstrates and promotes a personal understanding of, and appreciation for the mission, vision, values and goals of SLS Centre.
• Establish solid working relationships within all departments and external partners to ensure a safe & secure working environment and effective operation of the facility.
• Ensuring building “readiness” for daily operations, including but not limited to: coordination of frontline staff, bookings and programs, cleanliness, set-ups, and customer engagement.
• Employ sound troubleshooting, problem-solving and conflict resolution skills, with a clear understanding of business needs and SLSC policies and guidelines.
• Own the guest experience by assisting both our internal and external customers by providing prompt, sincere, and professional responses to questions or concerns that arise; striving to exceed our guests’ expectations.
• Provide recommendations for process and experience improvements and operational policies that are centered around the customer experience and increased safety and security.
• Cross-train to feel empowered on other functions of SLSC; willing to support these functions at any time as required: i.e., member check-in, customer tours, program & event set-up, operational support i.e., snow removal from emergency exits when required.

Safety, Security, and Risk Management:

• Contribute to our goal of providing a proactive security presence by being approachable, helpful, and visible as an ambassador and an advocate for SLS Centre.
• Understand and apply all Safety and Emergency procedures:
• Confident leadership in the event of emergencies as per the ERP, including first aid, thefts, patron issues, building emergencies, and acting as “Incident Command” as required (i.e. evacuation).
• Ensure accident, incident, maintenance, and theft reporting forms are completed.
• Lead in the handling of difficult customers, using effective de-escalation techniques, and removal from the facility if necessary.
• Support incident follow-up procedures as directed, closely following SOPs, in direct consultation with affected managers, and if required, patrons and/or RCMP, EMS, or Fire Dept.
• Walk-around active monitoring of the facility (“rounds”), indoors and outdoors, monitoring rules and regulations in spaces, and ensuring the building is secure at all times (including end-of-night “lock-up”).
• Investigate, resolve, and report customer issues. Escalate customer concerns to the appropriate Managers when necessary.
• Coach and educate staffing teams in a variety of topics such as proper incident reporting, ERP protocols, and conflict resolution.
• Monitor security camera feeds as required (with a priority emphasis on an active & visible presence).
• Other duties as needed or as delegated such as: Inspections, running ERP drills, staff training, ops/maintenance support, equipment set-up/clean-up, or liaising with external groups.

Qualifications:

• Experience:
• • Previous security experience, with knowledge of related laws and regulations is an asset
  • 2+ years of experience in a recreation or public sector facility; and/or
  • 2+ years of experience in a leadership role; and/or
  • 2+ years of experience in a customer service role.
• Education & Training:
• • A relevant post-secondary diploma or degree (such as recreation, criminology, sport administration, or business) is preferred, or equivalent work experience and a high school diploma.
  • Valid Intermediate First Aid & CPR-C/AED certificate is required.
  • Preference will be given to candidates with additional related training or qualifications such as: Crisis Response, Nonviolent Crisis Intervention, Youth Intervention, Conflict Resolution, De-Escalating Potentially Violent Situations, Safety & Leadership Excellence, Arena Ops / Pool Ops.
  • Alberta Basic Security Training (ABST) or equivalent is considered an asset.
  • ProServe/ProTect certification is an asset.
• Exceptional customer service, communication and interpersonal skills.
• Demonstrated professionalism, diplomacy, tact, and confidentiality.
• Organizational, leadership, problem solving, decision making, and conflict resolution skills.
• Computer skills, and competency with MS Office is required.
• Able to provide a clear Vulnerable Sector Check.
• Ability to perform the physical requirements of the job, including standing for an extended period of time, walking, working alone, lifting (up to ~50 lbs), carrying equipment and performing repetitive motion