The Glencoe Club is a private, family-oriented sports and social club located in the Elbow Park neighborhood 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.
Leading the Member Experience and Duty Manager teams, this role champions operational excellence and continuous improvement through cross departmental collaboration and the meaningful implementation of member feedback to enhance service delivery. The Member Services Supervisor will be instrumental in unifying the two teams to ensure seamless service experience for our members. By leading collaboration, setting service expectations, and ensuring accountability across both teams, the Member Services Supervisor is responsible for creating a seamless member experience where members feel welcomed upon arrival, supported throughout their visit, and eager to return for their next visit as they leave the Club.
Responsibilities:
- Proactively identify opportunities to enhance the member journey and overall Club experience by analyzing member feedback, observing daily operations, and collaborating with teams to implement improvements
- Recruit, onboard, schedule and develop member services team leads and supervisors through training, coaching, feedback, and performance management
- Oversee daily front-of-house operations including member check-in, access control, and information flow, while stepping in to assist staff as needed to maintain smooth service
- Review, implement, and continuously improve procedures related to member check-in, access control, and information flow, ensuring consistency, efficiency, and accountability across the team
- Facilitate the coordination, accuracy, and distribution of Club Recreation and Athletic Program Brochures (Spring & Summer, Fall, Winter) and similar materials, working closely with the Athletics and Recreation team to ensure alignment
- Establish and reinforce clear expectations, service standards, and accountability across front-line teams to ensure an exceptional and consistent member experience
- Support the Club during events, peak periods, and high-volume operations by being a visible, hands-on leader who steps in where needed to assist teams, address challenges, and help ensure a seamless member experience
Qualifications:
- Minimum 3-5 years of progressive leadership experience in private clubs or multi-site service environments
- An undergraduate degree or diploma in recreation, kinesiology, sport administration, or a related field is preferred. Applicants currently pursuing a related credential, or those with 4 – 6 years of relevant experience in a comparable role and environment, will also be considered
- Effectively manages high pressure or sensitive situations with confidence, tact, and a commitment to respectful communication
- Demonstrates financial acumen by translating operational data and labor metrics into informed decisions that enhance both efficiency and the member experience
- Exceptional interpersonal and relationship building skills, with the ability to influence outcomes through collaboration, facilitation, and conflict resolution
- Leads with accountability, empowering staff to meet performance standards while promoting ownership, growth, and operational excellence
- Excellent communication and organizational skills, with the ability to manage multiple priorities and adapt to change with ease
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 Operations Manager. The successful candidate must be flexible, as this role requires availability to work evenings and weekends.
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 April 10th. Please state your salary expectations in your cover letter.
Applicants must be legally eligible to work in Canada. The Club does not provide assistance with obtaining Canadian work authorization.
Additional information about The Glencoe Club and offerings can be found at our website: www.glencoe.org or at www.glencoejobs.org.
We thank all applicants for their interest in working for the Glencoe, although only short-listed candidates will be contacted directly.
