Manager, Kitchener Indoor Recreation Complex
- Kitchener, ON
- 124.418-155.522 $ par an
- Permanent
- Temps-plein
- Provides oversight of the operations of the Kitchener Indoor Recreation Complex (7 days a week, 7AM-12:AM) through leadership, innovation, collaboration, and an ability to problem-solve in a fast-paced environment
- Directly supervises three facility supervisors; Supervisor of Aquatics, Supervisor, Customer Experience, and Supervisor, Programs and Events
- Provides leadership in the commitment to customer service excellence through the prioritization of providing a positive user experience for all customers and user groups of the facility
- Serves as the primary contact and spokesperson for the facility
- Builds and maintains positive relationships with key community partners
- Takes immediate and decisive action, or supports team members in taking swift action, to address customer concerns, complaints, or incidents, ensuring resolution with a high level of empathy, professionalism, and a commitment to customer satisfaction
- Creates and fosters a positive, inclusive, and collaborative workplace culture grounded in respect, teamwork, accountability, and continuous improvement
- Provides inclusive leadership to staff through emotional intelligence, curiosity, openness, collaboration, adaptability, and courage, building trust across all staff teams
- Establishes and maintains relationships with a variety of sport user groups and organizations to enhance facility use and support the diversity of community-based priorities
- Works closely with major sport event and tournament organizers
- Serves as the facility's ambassador, building relationships with community organizations, sports user groups, and community members
- Oversees the attraction, planning and implementation of local, provincial and national tournaments and community events
- Serves as the facility's primary negotiator when attracting and securing bookings for potential tournaments and sports events
- Develops, in collaboration with Facility Supervisors, annual strategic plans for tournament and event planning
- Establishes and monitors partnerships with sports user groups and associations who use the facility
- Oversees the logistics and coordination of staffing, vendor management, and on-site operations for events and tournaments taking place at the facility
- Provides oversight of all capital and operating budgets and financial requirements for the facility
- Responsible for developing and monitoring the annual operating budget for the facility by forecasting expenditures, revenues, and future community needs
- Provides oversight, in collaboration with the Supervisor, Programs and Events, for all contract agreements with user groups and vendors for programs, events and tournaments taking place at the facility
- Prepares and presents reports to City Council and the City's Corporate Leadership Team as required
- Minimum 4-year bachelor's degree in Recreation Management, Recreation/Sport Administration, Venue Management, Event Management, or related discipline
- 7-10 years' experience in sport, recreation or venue management in a community facility
- 4+ years' experience in a sport/recreation management or venue management role, Municipal or broader public sector experience preferred
- Will be expected to work flexible hours (outside of Mon-Fri, 9 to 5), including evenings, weekends, and holidays through a rotating schedule with the facility management team.
- Will be scheduled on rotation with facility management team to respond to emergencies outside of working hours
- Demonstrated experience managing teams in a unionized environment, including mentoring, performance management, and ensuring exceptional customer service
- Proven experience creating and implementing a customer-focused vision and culture within a multi-sport venue and aligning staff performance to support that vision
- Experience in successful coordination and collaboration with other departments, divisions, and units to support integrated service delivery in a multi-sport venue
- Proven experience attracting, planning and managing large sporting events/tournaments
- Excellent interpersonal and communication skills, both written and verbal
- Ability to handle difficult situations with diplomacy and professionalism
- 3-Year Degree/Diploma with minimum 10 years related and relevant experience, or
- 3-Year Degree, Diploma/4-Year Honours Degree and a master's degree with minimum 4 years of related and relevant experience