Guest Service Representative

Organization Overview

Vivo for Healthier Generations is a charity with a profound purpose to ignite a mindset to LIVE for healthier generations. Our Collaboratory applies practices in social innovation to co-create and measure new kinds of healthy living solutions and our Centre is an inclusive environment for healthy lifestyles. Together, we create meaningful impact and change with individuals, our community and for the planet.

Role

As a Guest Services team member, you are responsible for delivering an amazing client experience to our external and internal customers. You will connect, listen and respond to our clients in a helpful, confident and professional manner. You will display a vast knowledge of our facility and all that it offers.

Hours: 15-32 hours per week – must be available for morning, evening and weekend shifts as needed.

Reports to: Sales & Guest Experience Manager

Responsibilities

1. Build relationships with customers to deliver an amazing customer experience regardless of the channel (in person, phone or email).
2. Be knowledgeable on all aspects of the facility including: pass types, all programs and services including, fitness centre, aquatics, arenas, registered and drop-in programs, camps, school groups, birthday parties, preschool, childcare, as well as facility bookings.
3. Demonstrate knowledge and proficiency of the legend software system or equivalent registration and booking system. Escalate and seek resolution for system issues with legend and communicate same with team.
4. Display a strong understanding of Vivo’s policies and procedures including membership cancelations, program cancelations, and requirements. Provide complete and accurate information to our clients.
5. Ask probing questions to determine our guest’s needs, provide recommendations to our client’s recommendations based on those needs and complete the sale.
6. Display empathy and understanding to the guest for difficult and challenging situations. Provide alternatives or solutions to resolve the situation. Seek advice and guidance as needed.
7. Accurately complete all necessary paperwork related to memberships, cancelations and holds each shift.
8. Demonstrate a full understanding of your role in the emergency response procedures.
9. Participate in leading emergency response procedures for the facility.
10. Perform day-to-day cash transactions.
11. Uphold Vivo’s privacy standards.

Qualifications

1. 2+ years of progressive customer service experience
2. Post-secondary diploma and/or university degree in a related area, or equivalent work experience
3. Clear, concise, and courteous communication skills
4. Current Intermediate (Standard) First Aid and CPR-C/AED certifications
5. A valid police information check with Vulnerable Sector Search completed within two months prior to starting
6. Highly developed organisational and administrative skills, ability to meet deadlines and work autonomously
7. Scheduling flexibility required