Department: Member & Guest Experience
Reports To: Member & Guest Experience Manager
Type: Regular Full-time (37.5 hours per week)
Application Deadline: July 20, 2025 @ 11:59PM
Positions Available: 1

Are you passionate about creating exceptional guest experiences and thrive in a fast-paced, customer-focused environment? The Richmond Olympic Oval is seeking a dedicated Member & Guest Experience Specialist to be a key part of our Member & Guest Experience team. This role is essential in supporting our members and guests through in-person, online, and phone interactions—ensuring every touchpoint reflects our Gold Medal Standard of service.

Key Responsiblities:

• Customer Service Excellence
  • Deliver outstanding front-line customer service across all channels, responding to inquiries, providing support, and resolving concerns.
• Account Management
  • Maintain accurate member and guest accounts using registration and database software; process updates, cancellations, penalties, and payments.
• Cash Handling & Transactions
  • Conduct daily and weekly cash outs, reconcile transactions, and process sales for programs, services, and retail items.
• Tech & Admin Support
  • Provide basic tech support, manage general and support inboxes, and delegate inquiries for timely resolution.
• Sales & Promotion
  • Use consultative sales techniques to promote memberships, programs, and facility services. Conduct tours for prospective members and guests.
• Data & Reporting
  • Compile and track department performance metrics to help identify trends and support service improvements.
• Emergency Response
  • Be prepared to activate emergency protocols and follow Oval safety and security procedures.

Qualifications:

• Education and Experience:
  • Completion of Grade 12 and a minimum of 2 years of experience in a front-line customer service role.
  • Intermediate to advanced proficiency with Microsoft 365.
  • Experience with database and registration software (Xplor Recreation/PerfectMind and MindBody Online an asset).
  • Experience with handling cash, credit card transactions, and account reconciliation.
  • Valid Standard First Aid and CPR certification is an asset.
  • Must successfully complete a criminal record check.
• Skills and Abilities:
  • Positive, energetic, and personable with a solutions-focused mindset.
  • Strong written and verbal communication skills; multilingual abilities (Mandarin or Cantonese) are an asset.
  • Ability to multitask, prioritize effectively, and stay organized in a dynamic environment.
  • Confidence in technology use including computers, apps, and peripheral devices.
  • Proven ability to work both independently and as part of a collaborative team.
  • Comfortable working evenings and weekends as needed.

Salary and Benefits: $44,867 - $56,085 (dependent on experience and qualifications). 

We provide a comprehensive extended health and dental plan, in addition to an individual and dependent/s, Health Spending Account, Paid Sick Leave, Vacation, Municipal Pension Plan (MPP) and awesome Oval Perks including access to fitness, ice, courts, Metro Vancouver’s tallest climbing wall and other Oval amenities!

Employment Type: Regular Full-time (37.5 hours per week) 

Hours of Work: The regular schedule for this role is Sunday to Thursday, 10AM-6PM, with the occassional need to work some evenings and weekends. 

Our Values make us who we are: Our workplace values are the guiding principles that are most important to us about the way that we work.  Aligning with the City of Richmond, the Richmond Olympic Oval is an incredibly diverse and high performing values-based organization. Our values (People, Excellence, Leadership, Team and Innovation) are at the core of what we do; they define our culture, represent our collective conscience, and define the basic principles by which we operate. Our values govern the way we make decisions, guide us as we interact with our community, and shape our unique workplace culture and environment. 

The Richmond Olympic Oval is an equal opportunity employer and welcomes applications from all groups.  This includes women, visible minorities, Indigenous Peoples, persons with disabilities, persons of diverse sexual orientation, gender identity or expression (LGBTQ2S+), and others who may contribute to diversity.  We also recognize unique styles, perspectives, beliefs and creativity that support a diverse, respectful, inclusive and collaborative work environment. 

If you believe this is the role for you, have a great attitude, and are passionate about delivering exceptional customer service and have a genuine interest in contributing to the greater good of our company and our community, we want to hear from you!