MEMBER SERVICES MANAGER
www.albertatenniscentre.ca
MEMBER SERVICES MANAGER
COMPANY OVERVIEW
OSTEN & VICTOR Alberta Tennis Centre, is a brand new indoor/outdoor tennis facility located in Southeast Calgary. The
tennis centre is scheduled to open in the spring (estimated April/May) of 2016.
A not-for-profit organization, the tennis centre will welcome the local community with year-round access to eight indoor courts,
five outdoor championship courts, multiple court viewing areas, a fitness studio, pro shop products & services, food service area
and onsite parking. The tennis centre will become the heart of Calgary's growing tennis community and will redefine the
standard for major tennis facilities across Canada.
For more information visit: http://www.albertatenniscentre.ca
POSITION OVERVIEW
The OSTEN & VICTOR Alberta Tennis Centre is looking to fill up one (1) full time Member Services Manager position. The
Member Services Manager will have a minimum of 3 – 5 years of demonstrated customer service experience in either a
hospitality, retail or sport facility environment. The successful candidate will have strong computer skills, have the ability to
multi-task and be dependable & punctual. Reporting directly to the Membership & Marketing Manager and General Manager,
the Member Services Manager will be responsible for implementing the tennis centre’s policies and procedures and will work
closely to deliver exceptional customer service to the tennis centre’s members and guests.
The successful candidate will be a dynamic, friendly, customer service oriented individual with exception organizational &
administrative skills. The candidate will have excellent interpersonal skills and a strong working knowledge of computer
systems, handling & processing cash, debit and credit card payments. Previous experience working in sporting facilities as well
as managing a team of employees is considered strong assets for this position. This position requires flexible work hours,
including evenings and weekends, according to program or event needs.
The tennis centre will offer a competitive salary and benefits.
QUALIFICATIONS & SKILL SET
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A university degree or college diploma in Sport Administration or Hospitality Management is preferred;
Minimum 3 – 5 years of customer service experience;
Friendly, personable individual with strong customer service skills is necessary;
Excellent oral and written communication skills;
Problem-solving abilities;
Excellent telephone etiquette and customer service skills;
Maintain highest standard of personal presentation;
Strong computer skills with good working knowledge of Microsoft Office is required;
Strong organizational skills, and willingness to work in a team environment;
Previous experience or knowledge of tennis or health & wellness industry;
Criminal Record Check required;
WORKING CONDITIONS & PHYSICAL CAPABILITIES
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Fact-paced environment
Working under pressure
Tight deadlines
Attention to detail
Combination of sitting, standing, walking
KEY DUTIES
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Opening and/or closing the tennis centre;
Conduct daily cash-outs and/or verify previous nights cash-out; balancing cash;
Preparing & issuing daily sales reports;
Lead or supervise a team of members’ services staff;
Provide exceptional customer service to members and guests at all times; deal with requests, problems and enquires in
a timely and professional manner;
Book courts, lessons and programs for members and non-members;
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Answering club calls and directing calls to appropriate telephone extension; relaying messages promptly;
Process payments for services on the tennis centre’s point of sale system;
Attend management and staff meetings as scheduled;
Assist management in developing and implementing customer service policies for the entire organization;
When applicable, assist in the recruitment of Member Services Attendant staff;
Assist the training of staff to deliver a high standard of customer service;
Keep accurate records and maintain a communications log and correspondence with customers and report to
management any complaints or incidents promptly;
Assist in promoting club programs, activities and services to membership by phone, email and in-person
communication;
Communicate courteously with members and non-members by telephone, email, letter or face-to-face;
Investigate and resolve customer complaints or enquiries;
Issue refunds to members and guests;
Work with the Membership & Marketing Manager to set Members Services Attendants’ schedule and monitor staff
performance;
Assist in conducting Member Services Attendants performance review as required
Implement operational procedures for the Tennis Centre; suggest policy improvements;
Conduct product inventory and order supplies as required;
Other duties as required by the General Manager
APPLICATION PROCESS & FOR MORE INFORMATION:
Potential candidates are asked to submit a cover letter summarizing the candidate’s qualifications, resume and salary
expectations via email to:
Mr. Danny Da Costa
Ms. Cassandra Kennedy
General Manager
Membership & Marketing Manager
OSTEN & VICTOR Alberta Tennis Centre
OSTEN & VICTOR Alberta Tennis Centre
Email: careers@albertatenniscentre.ca
Email: careers@albertatenniscentre.ca
For more details about the tennis centre, visit http://albertatenniscentre.ca
The OSTEN & VICTOR Alberta Tennis Centre will be hiring one (1) full time position (40 hours per week). Evenings and
weekend shifts may be required. A competitive salary is offered with benefits.
While we thank all candidates who apply, only those selected for an interview will be contacte d.
CLOSING DATE
March 1, 2016
START DATE
To be determined