Facility Ambassador

The Facility Ambassador is a motivated and enthusiastic member of the Guest Relations team. This position is responsible for providing superior customer service by leading facility tours, sharing information, and driving engagement in our drop-in activities and events. This role model fosters positive experiences for staff, youth, and patrons alike. This position reports to the Services and Events Coordinator.

Build positive relationships with youth in the facility

Greet and talk to all guests and members of Westside

Be accessible and approachable

Provide facility information and be able to answer questions or know who to send the customer to get the right answer

Serve as a positive role model for youth and staff in the facility

Facility Ambassadors will frequently walk through the gyms and main facility areas to connect with youth and ensure proper facility usage

Supervise youth patrons to ensure proper code of conduct is being followed

Ensure users are responsible for using the facility and are aware of the various rules in the facility

Assist and deal with first aid and emergencies

Ensure Westside provides a safe and friendly environment for all who visit

Provide youth conflict resolution within the facility

Monitor youth behavior as a preventative service in dealing with conflict

Speak with youth about behavior concerns before they become incidents

Customer Service and Communication

Greet, engage and welcome guests in a friendly, professional and courteous manner.

Provide superior customer service in the delivery of facility tours and information

Provide exceptional customer service when handling all necessary public enquiries, customer concerns and customer relations.

Respect the customer’s viewpoint and perception, even when dealing with difficult patrons, and treat them with respect.

Actively engage and build positive relationships with all guests and staff.

Be friendly, positive and smile. Maintain a posture and body language that is inviting to patrons.

Educating youth on the potential opportunities in the facility, including programs, activities, and volunteer opportunities

Address the needs of the youth in a positive and respectful manner

Complete payroll records in UKG system on an accurate and timely basis.

As Facility Ambassadors mature in their role, they will assist in providing informal training, coaching and mentoring to junior or entry-level staff.

Attend and participate in all mandatory staff meetings.

Build and maintain effective relations with co-workers and supervisors in a positive team environment.

Maintain current certification in all First Aid, CPR and AED training.

Attend and complete all emergency procedure training and update sessions.

Assist and respond appropriately to emergency situations. Provide clear, accurate and immediate communication to supervisors and other departments, if required.

Ensure accurate and complete preparation of all incident reports.

Document and communicate all behavior issues or incidents with youth

Lead by example to ensure all general facility rules related to supervision, behavior, use and care of facility area are adhered to.

Assist in ensuring cleanliness, safety and security of activity areas

Maintain equipment in good working order

Complete first aid kit inventory monthly

Facilitate and deliver Youth Orientations

Give youth the skills they need to access the building independently

Show the youth the various facility areas and associated rules

Communicating information to parents

Facilitate Facility Tours for all patrons

Assist in lending out drop-in sports equipment, obtaining customer ID/Information, ensuring that equipment is returned in good working order

Organize and supervise badminton rotation during the busier badminton periods when required

Assist in setting up gyms for the scheduled drop-in or rental activity for their scheduled shift

Ensure a safe space by making sure there are no floor plates left on the floor, uncovered post holes, or other obstacles present that may cause injury to users

Act as the contact for the rental group if they require assistance during the rental

Ability to work in a fast-paced, sometimes noisy environment

Ability to assist in difficult customer interactions and emergency-related incidents

Ability to work flexible hours in a non-traditional schedule including early mornings, evenings, weekends and holidays

Ability to lift 20-50 lbs daily

Ability to remain on feet and/or sit for a period of up to 5 hours at a time

Must hold high ethical standards as position may have access to confidential information.

Ability to manage stress related to dealing with difficult customer issues or emergency-related incidents.

Ability to manage frequent increases in volume of customers or workload.

Ability to work independently and problem-solve.

Remote working not available for this position.

Evening and weekend work required.