Member & Guest Experience Specialist

Position: Member & Guest Experience Specialist

Department: Member & Guest Experience

Position Type: Regular, Full-Time – 37.5 hours per week

Reports To: Member & Guest Experience Manager

Anticipated Start Date: July 2026

Application Closing Date: Sunday, June 28, 2026

Number of positions available: 1

Job Summary

The Member & Guest Experience Specialist plays a key role in delivering an exceptional experience for members and guests at the Richmond Olympic Oval. This position is ideal for a service-focused professional who thrives in a fast-paced environment and brings strong communication, problem-solving, and administrative skills to every interaction. Supporting customers online, in person, and by phone, this full-time role is responsible for leading payment processing, reporting, and day-to-day service support with accuracy, professionalism, and care.

Key Responsibilities

• • Deliver a high-quality member and guest experience across all service channels.
  • Respond to customer inquiries, feedback, and basic technology support requests online, in person, and by phone.
  • Process and provide coordinate payments, registrations, admissions, membership sales, and account collections accurately.
  • Maintain accurate account records and support account maintenance processes.
  • Prepare daily, monthly, and quarterly reports to track performance and trends.
  • Communicate facility, program, event, and service information clearly to members and guests.
  • Complete cash handling and weekly reconciliation duties with a high level of accuracy.
  • Apply sales techniques to promote programs, services, and memberships, including member engagement initiatives such as activations or Oval Skills.
  • Follow safety, security, and emergency procedures and support departmental priorities as assigned.

Examples of Work

• • Use Xplor Recreation/PerfectMind and MindBody Online to support membership sales, registrations, bookings, account updates, and retail transactions.
  • Manage shared email accounts by triaging, tracking, and responding to customer and technical support inquiries in a timely manner.
  • Complete account maintenance tasks including updates, transfers, declined payments, penalties, and cancellations.
  • Support membership holds, cancellations, transfers, and account changes across the department.
  • Assist with departmental reporting, performance metrics, and cash reconciliation.
  • Provide tours, promote services, and respond to member concerns with professionalism and a customer-first mindset.
  • Support emergency response procedures as required.

Qualifications

Education and Experience

• • Grade 12 completion and at least two years of relevant customer service experience.
  • Strong verbal and written communication skills.
  • Proven ability to manage competing priorities, take initiative, and work collaboratively.
  • Experience with database and registration systems, Xplor Recreation/PerfectMind and MindBody Online are preferred.
  • Intermediate to advanced proficiency with Microsoft 365 (ie. Excel, Outlook, Teams, etc.). Preference for knowledge and experience in system efficiency and automation (ie. Power BI, Power Automate, etc.).
  • Experience with cash handling, reconciliation, and record-keeping processes.
  • Strong customer service skills and the ability to resolve concerns professionally and positively.
  • Ability to exercise sound judgment and follow established policies and procedures.
  • Experience with administrative tracking systems and inventory procedures is an asset.
  • Online customer engagement experience and Mandarin or Cantonese are assets.
  • Ability to work a flexible schedule, including some evenings and weekends.
  • Standard First Aid with AED is an asset, and a successful Criminal Record Check is required.
  • Completion and maintenance of clear criminal record check.

Core Competencies

• • Clear, professional communication across in-person, phone, and written channels
  • Strong problem-solving skills and sound judgment when handling member concerns
  • High attention to detail in account maintenance, reporting, and reconciliation
  • Reliable follow-through, accountability, and ability to manage competing priorities
  • Confidence working in a fast-paced, customer-focused environment

Compensation: $46,438 - $58,329 per year (dependent on qualifications and experience. Please note this is the 2025 pay-band)

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!

Availability: Must be flexible, shifts vary due to operational needs but will be 10:00am – 6:00pm

Perks: Our workplace culture embraces People, Excellence, Leadership, Team and Innovation.

• Access to use the Oval's 20,000sq ft fitness centre with top class facilities, over 100 pieces of strength and cardio equipment, 4-storey climbing wall, YYoga studio, endless fitness classes, Olympic sized ice rinks and the Richmond Olympic Experience (ROX) museum (restrictions may apply).
• Collaborative team environment.
• Opportunity to work in various auxiliary positions at the Richmond Olympic Oval to grow your knowledge and experience.

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.

Interested? If you are passionate about athlete development and delivering exceptional customer service, we’d love to hear from you.