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Manager, Guest Services – Retail Sales and Services


Etobicoke  |  Full-time (Non-union)  |  Guest Experience
Manager, Guest Services – Retail Sales and Services
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 | 

JOB SUMMARY

Reporting to the Director of Guest Services, the Manager of Guest Services Retail Sales and Services is responsible for the oversight and leadership of the day-to-day retail sales and services while supporting 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. . This position is accountable for ensuring team members always deliver winning experiences through Retail Sales and Operations (Retail, Lottery, Cash Advance and Valet Operations) and  Racing Operations (Onsite guest engagement, race day experiences and wagering services)


KEY RESPONSIBILITIES:

  • Develop, manage and mentor the Retail Sales and Service Team to ensure the delivery of winning experiences at all times
  • 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.
  • Ensures the adherence of all OLG / AGCO rules and regulations
  • Retail ordering, receiving and inventory control of retail and lottery products
  • Partners with 3rd Party Valet Company for Woodbine Valet Services (monitors business demands and labour scheduling, manages online services and reporting, controls supply inventory and manages guest satisfaction)
  • Prepares and reviews annual / periodical budgets for retail operations, cash services and valet operations
  • Manages costed labour schedule
  • Oversees cash shortage procedures
  • Supports Guest Experience Operations as required

JOB SPECIFICATIONS:

  • Knowledge and Qualifications

  • Advanced knowledge of cross-functional operations
  • 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 everchanging 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
  • Projects an approachable and professional image in personal appearance, manner, and demeanor

  • 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 racetrack environment where there is little physical discomfort, due to temperature, dust, noise etc.
  • Will have exposure to all areas of the facility.
  • 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.
  • Ability to travel to Woodbine Racetrack (Etobicoke) and Woodbine Mohawk Park (Campbellville) as required