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Manager, Guest Services- Customer care


Etobicoke  |  Full-time (Non-union)  |  Guest Experience
Manager, Guest Services- Customer care
Full-time (Non-union)
Guest Experience Woodbine
Etobicoke
Our rich history is a big part of who we are.  With historic roots dating back over 135 years, Woodbine is steeped in tradition. We have been the engine that drives the Ontario horse racing industry, creating winning experiences for all our guests.

We are also currently on an amazing 20-year journey to ‘build a city within a city’ and transform the largest privately held land in Toronto into one of Canada’s premiere entertainment destinations.  This journey will unlock the value of approximately 700 acres of land, leading to job creation and the revitalization of our communities, while enhancing our ability to share the thrill of horse-racing and cementing our place as an entertainment powerhouse. 

We also take care of our PEOPLE. Here are some of the things we offer:

Full Group Benefits Plan
Pension
Paid Vacation
Discounts on Food
Ontario Attractions Discount
Free Parking
Opportunities for Advancement
Social Responsibility Initiatives
 
We need dedicated people to join our cause. Be part of Woodbine Entertainment and get inspired to make work awesome!

Our Values & Beliefs
 
| WOW EVERY GUEST | OWN IT! | LISTEN & CONNECT – PEOPLE MATTER | FUEL THE FUN & PASS IT ON | TRUST IN OUR TEAM | #WE CARE | PURSUE YOUR POTENTIAL |BE BOLD| BE ALL IN | 

Reporting to the Director of Guest Services, the Manager of Guest Services – Customer Care is responsible to ensure our guests are satisfied with all Woodbine product sales, services and experiences while leading the overall guest management including inquiries, requests, guest feedback and issue resolution.  This position will support 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 managers and directors. 
 
The Manager is expected to provide operational, stakeholder, and site leadership by implementing best practices, structure, and rigor into the business, while demonstrating Woodbine’s Values and Beliefs for our people.  The ideal candidate is a passionate, experience-focused leader with impeccable issue-resolution skills and great internal and external communication skills who can adapt to and lead change. The primary responsibility for this position is guest management including service coordination, recovery, recognition and response. 


KEY RESPONSIBILITIES:

  • Develop, manage and mentor the Customer Care Team to ensure effective support for guest inquiries, concerns and services
  • Builds and maintains good communications and working relationships with all department managers and directors
  • Participates in developing departmental goals and strategies
  • Participates in developing, training and implementing policies and procedures which impact the guest experience and operational efficiencies
  • Actively participates in operations meetings; summarizes daily racing and cash operations, communicates guest feedback, proposes resolutions and improved practices to elevate the racing experience
  • Provide leadership and direction to the team, manage, assess and monitor overall staff performance and identify areas for improvement, development and additional training, conduct Performance Management reviews.
  • Engage guests to complete reviews and respond privately and on public channels as required
  • Regularly monitors online reviews and guest comments, relaying feedback to the appropriate department leaders in a timely manner
  • ·Ensures online reputation scores are continually monitored for all properties and strive to increase the results by providing coaching and mentorship to each team on response requirements and initiates to generate positive comments to drive satisfaction scores.
  • 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
  • Actively participates in operations meetings; summarizes guest feedback, communicates resolutions and proposes improvement solutions
  • Supports Corporate Strategic Initiatives which contribute to our onsite and product guest experience (ie. CRM, Player Development, Loyalty, Customer Experience, Etc)
  • Accountable for understanding and disseminating guest and service metrics (CRM, PressNXpress, Qualtrics)
  • Provides cross-departmental service support (reservations {regular and group}, rentals, memberships, rewards, etc.)
  • Supports Guest Experience Operations as required

JOB SPECIFICATIONS:

  • Knowledge and Qualifications

  • Advanced knowledge of cross-functional operations
  • Projects an approachable and professional image in personal appearance, manner, and demeanor
  • General business knowledge is required to understand budgeting and effective business practices
  • General to advanced knowledge operating in a union environment.
  • Exceptional Guest Service and issue resolution skills vital to success in this role
  • Proven record of people leadership skills, with an empathetic and caring approach
  • Excellent planning and organizing skills
  • Clear verbal and written English communication skills
  • AGCO License Required (application to be submitted upon hire)
  • Valid First Aid and CPR – ability to obtain within 3 months of employment
  • Experience/Knowledge of Horse Racing considered an asset.

  • Skills    

  • Advanced leadership skills necessary to motivate, coach, develop, evaluate employees, as well as facilitate and resolve conflicts
  • Proficiency in Microsoft Office (Outlook, Word, Excel)
  • Excellent oral and written communication skill: ability to establish effective working relationships in a team environment and provide exceptional customer service.
  • Excellent leadership, planning, organizational, problem solving and team building skills required.
  • Planning skills required to develop standard operating procedures which are aligned with the needs of the organization
  • Strong interpersonal, communication, organization and management skills
  • Ability to multi-task in a fast paced and ever changing environment
  • Ability to make sound decisions on non-routine issues while considering multiple variables and outcomes
  • Must be flexible and innovative
  • Ability to maintain and influence internal relationships

  • Education and Experience

  • Post secondary education incorporating hospitality, hotel/restaurant management, guest services, event planning or sports management
  • Minimum 3 years leadership experience in hospitality or guest services in an operations or gaming environment

  • Working Conditions

  • Both office and race track environment where there is little physical discomfort, due to temperature, dust, noise etc.
  • Will have exposure to all areas of the facility.
  • Transportation, travel between properties and other corporate initiatives is required
  • Occasional bending, carrying, climbing, lifting, pulling, pushing and reaching/crouching.
  • Regular interruptions, multiple demands and time pressures.
  • Hours of work will vary and be flexible to including evening, weekends and holidays to oversee special events and operational coverage at Woodbine Racetrack and Woodbine Mohawk Park.