Manager Retail & On-Site Experience

• Ensure our team delivers exceptional service and an elevated experience to all guests
• Lead onsite guest experience operations at Woodbine Racetrack and Woodbine Mohawk Park
• Actively participate in leadership decision-making, collaboration, and goal setting with cross-departmental managers and directors
• Recruitment of high performing employees
• Provide leadership and direction to the team to manage, assess and monitor overall staff performance and identify areas for improvement and additional training
• Responsible for the scheduling of supervisors and employees to ensure operational requirements and first-class onsite guest experience
• Resolve guest complaints in person, by phone or through written message
• Proactively contact guests when internal departments report incidents
• Propose responsible solutions exceeding guest expectations with low cost / no cost
• Represent guests concerns with internal legal department to mitigate risk
• Lead weekly operations meetings to ensure a race ready culture
• Summarize daily racing schedule and onsite events
• Communicate guest feedback
• Propose resolutions and improved practices to elevate the racing experience
• Effectively lead a team of Guest Service Supervisors and Employees
• Monitor and ensure the guest service team delivers communication and engagement for corporate initiatives

• 5 years experience in a similar environment
• 2 years leadership experience in Hospitality or Guest services
• Post secondary education in a related field (Business Management)
• Excellent written and verbal communication skills – instructing, advising, guiding and educating team members and guests
• Exceptional Guest Service and issue resolution skills vital to success in this role
• General knowledge of horse racing and wagering an asset
• Working knowledge of POS terminals and financial reporting
• Strong ability to work under pressure and multitask
• Advanced decision and problem solving skills

General knowledge of horse racing and wagering