Service Excellence Manager 

The Glencoe Club is a private, family-oriented sports and social club located in the Elbow Park neighbourhood of Calgary, Alberta. Our members can train and play in our leading edge sports and recreation facilities; grow and excel in our vast array of programs; enjoy our specialist services; dine in our first-class restaurants; and create life long memories with family and friends.   

If you are genuinely passionate about our vision to be our members’ second home, providing excellence in all that we do, have a proven track record for creating exceptional experiences through your interactions and champion our values of respect, wellness, integrity, relationships, caring and innovation we want to hear from you. 

We are seeking an energetic, relationship-driven, and passionate Service Excellence Manager to join our Senior Leadership Team at the Club.  

This is not a traditional training role. We are looking for a culture builder and leadership coach who can help create a common understanding of what exceptional hospitality looks like at The Glencoe. Through influence, coaching, collaboration, and leadership rather than direct authority, the successful candidate will equip leaders to build, recognize, reinforce, and sustain service standards that elevate both the employee and member experience across our organization. 

As the Service Excellence Manager, you will develop and implement service standards, coaching frameworks, training programs, recognition initiatives, service recovery practices, and measurement systems that elevate both the employee and member experience across all areas of the organization. Working closely with the Senior Leadership Team, department leaders, and Human Resources, you will help ensure that every interaction reflects the Club’s mission, vision, and values. 

Responsibilities: 

• Develop and sustain a Club-wide service excellence framework that defines and promotes exceptional hospitality standards across all Clubs and departments

• Design and deliver service excellence initiatives that enhance member experience, employee professionalism, and engagement

• Establish service standards, recovery processes, and coaching tools that empower leaders and employees to consistently resolve service issues and exceed expectations

• Coach and develop supervisors and managers in service leadership, communication, accountability, recognition, and employee engagement 

• Spearhead leadership development programs and partner with HR to integrate service expectations into onboarding, training, performance management, and team communications 

• Create and manage programs that recognize, celebrate, and share examples of outstanding service and desired cultural behaviours

• Maintain a visible presence throughout Club operations, building relationships with members and employees while identifying opportunities to improve service delivery

• Develop and monitor KPIs, dashboards, audits, feedback, and reporting processes to measure member experience, track performance, and drive continuous improvement

Qualifications: 

• Completed post-secondary education (Degree/Diploma) in Hospitality, Business, Leadership, Adult Education, or a related field 

• Minimum seven (7) years of progressive leadership experience within hospitality, luxury service, premium retail, private clubs, restaurants, hotels, or other service-focused environments 

• Demonstrated success creating, implementing, strengthening, or sustaining high-performing service cultures. 

• Proven experience coaching supervisors, managers, and emerging leaders to build organization-wide competencies/capabilities and proactively manage change 

• Exceptional facilitation, communication, presentation, and relationship-building skills. 

• Demonstrated ability to influence organizational change without direct authority 

• Experience developing service standards, service recovery programs, leadership development initiatives, or customer experience frameworks 

• Strong emotional intelligence, interpersonal awareness, and coaching capability matched with relentless passion, enthusiasm, and contagious energy 

• Private club experience is considered an asset but is not required 

Why choose us: 

• An inclusive and diverse working environment highlighted by creativity and collaboration, featuring top industry leaders 

• Numerous opportunities for personal and professional growth including training and development 

• Delicious, fulsome employee meals prepared daily 

• Employee referral program that rewards the additional talent you bring 

• Numerous employee recognition programs to reward you for your incredible efforts 

• Comprehensive health and dental benefits available for you and your family 

• An Employee/Employer contributed to RRSP plan  

Additional Details: 

This is a full-time salaried position that reports to the Chief Executive Officer. The successful candidate may be required to work a variety of shifts including weekdays, evenings, weekends and holidays, so a flexible schedule is required. 

Additional information about The Glencoe Club and offerings can be found on our website: www.glencoe.org or at www.glencoejobs.org. 

The successful applicant will be required to complete a background check as well as Respect in the Workplace and Respect in Sport online certifications prior to commencing employment. 

Qualified applicants are invited to submit their cover letter and resume to [email protected] by Sunday, July 12th. 

We thank all applicants for their interest in working for the Glencoe, although only short-listed candidates will be contacted directly.