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Supervisor Pari Mutuel and Customer Service

Etobicoke, Ontario   |   Full time
Supervisor Pari Mutuel and Customer Service
Etobicoke, Ontario
Full time
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A NEW BREED OF ENTERTAINMENT

With almost 150 years of proud horseracing history, Woodbine Entertainment Group is the founding pioneer and largest operator of professional horseracing in Canada.

Building on our rich past, we are surging ahead to the future with an energized, new vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing — and also among the most exciting and diverse entertainment facilities on the globe.

Job Summary:

The purpose of this position is to supervise a proactive team of pari-mutuel and guest services to ensure the delivery of professional, high quality and friendly assistance and services to all our guests. This role also will help drive and contribute to the successful achievement of business goals in the areas of employee and customer satisfaction. 

Key Accountabilities:

  • Develop, manage and mentor the pari-mutuel and guest service team to ensure the delivery of winning experiences at all time

  • Contribute to the development and implementation of new tools and processes aimed at maximizing effectiveness and efficiency in the provision of pari-mutuel services and live race day experiences

  • Consistently and fairly apply and enforce compliance to all CPMA and AGCO Rules and Regulations and any departmental operational policies developed by Woodbine Entertainment

  • Investigate and resolve guest complaints

  • Assess operational business demands and make recommendations for labour requirements to increase wagering opportunities

  • Distribution and reconciliation of employee floats

  • Assist Cash Operations with onsite cash collection and reconciliation

  • Identify and investigate guest concerns with internal departments when incidents are reported

  • Propose responsible solutions exceeding guest expectations with a low cost / no cost

  • Primary liaison with Player Development to learn and communicate prestige program offerings, events and promotions

  • Liaise with Wagering Operations on all wagering technical malfunctions to ensure repairs/updates are completed in a timely manner

Qualification:

  • Excellent written and verbal communication skills – instructing, advising, guiding and educating team members and guests

  • Exceptional Guest Service and issue resolution skills vital to success in this role

  • General knowledge of horse racing and wagering an asset

  • Working knowledge of POS terminals and financial reporting

  • Secondary School Diploma

  • 2-3 years in a supervisor role

  • Supervision of a unionized environment is an asset

  • Advanced decision and problem solving skills;

  • Identify problems/issues (discrepancy of actual / expected outcome)

  • Investigate alternatives

  • Weigh the alternatives (Impact on organization, legality, ethics, cost, impact on employee/organization)

  • Provide solution and implement solution

  • Evaluate results

  • Strong ability to think outside the box and make recommendations which best fit the operation and guests’ desired outcomes

  • Advanced interpersonal skills necessary to interact effectively and influence cooperation and contribution from internal departments.

  • Advanced oral and written communication skills necessary to provide clarity with guests and staff, ensuring professionalism when representing Woodbine Entertainment.

  • Ability to understand, remember and follow verbal and written instructions

  • Ability to complete assigned tasks without direct supervision.

  • Ability to exercise independent judgment and make decisions.

  • Ability to perform under stress and/or in emergencies.

  • Self-awareness is required for the impact and potential of error in judgement for:

    • overconfidence bias (excessive belief in one’s ability)

    • anchoring bias (relying heavily on one piece of information)

    • hindsight bias (interpretation of past events)

Working Conditions:

  • Sitting, standing and/or walking for periods of time

  • Occasional bending, carrying, climbing, lifting, pulling, pushing and reaching/crouching.

  • Listen, and speak both in person and by telephone or online

  • Will have exposure to all areas of the facility.

  • Regular interruptions, multiple demands and time pressure.

  • Flexible schedule to include evening, weekends and holidays when required

  • Requirement to travel to various WEG locations

Diversity, Equity, Inclusion and Belonging

 

Be Yourself.

 

We believe differences should be valued and celebrated. By building diverse and inclusive teams, we strive to provide a more authentic and empowering work experience that unlocks the potential of our people. Regardless of race, religion, colour, national origin, sex, gender, expression, sexual orientation, age, marital status, veteran status, or disability status, we believe everyone has the right to express their ideas, ambitions, and pursue their goals with confidence and integrity. Diversity breeds innovation. We want people to think differently. Our commitment is to build a culture that welcomes everyone and leverages their unique perspectives to be a great entertainment company that shares the thrill of horseracing experiences with the world.




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