Coordinator, Member and Guest Services

Job Category

Job Profile

Job Title

Department

Compensation Range

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

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, 24,000 sq ft Fitness Centre, strength and cardio equipment, functional training, multipurpose spaces, 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, 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.

Organizational Status
Athletics & Recreation (A&R) is a department within the VP Students portfolio, with a strong focus on creating an exceptional UBC student experience. The A&R Department has a team of approximately 125 employees and is led by a strong cross-unit management team. It services over 60,000 students through recreational programming, 26 varsity teams, and 13 competitive clubs along with thousands of members of the UBC community.

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 Coordinator, Frontline Operations and the Senior Manager - Fitness and Recreation supports on 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

Consequence of Error/Judgement
This position is vitally important to the daily operation of one of the most heavily used student facilities on campus. A standard of customer service is vital to ensuring customer satisfaction. Additionally, this person is heavily involved in the cash handling and accounting of all sales that are transacted by this program. This person will be responsible for the hiring and supervision of the retail associates who are dealing with large sales volumes on a daily basis. Their judgment of character and ability to assess the work of others is paramount in ensuring that this program remains sustainable. If any part or portion of this person's duties is neglected, severe consequences will be felt not only by the program itself, but potentially, also by participants and patrons of the facility. The improper execution of details associated with the management of the Fitness Centres could result in a tarnished program and university image.

Supervision Received
The Senior Manager - Fitness and Recreation Services provides guidance and direction to the position, but the execution and decision making of the responsibilities are solely that of the Coordinator, Member and Guest Services. Due to the magnitude of the program, staff are empowered to execute their responsibilities and work independently.

Supervision Given
Responsible for the recruiting, interviewing, selecting, training, supervising, and evaluating the Front desk and Facility student staff.

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 computers 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