Fitness & Customer Experience Supervisor
Permanent (for any group)
Position End Date (if applicable)
MRU Main Campus - Calgary, AB T3E 6K6 CA (Primary)
Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. Mount Royal has carved out a distinct niche by offering smaller class sizes, a robust liberal education and unique undergraduate programs. Currently, more than 14,000 credit students choose from 12 bachelor degrees and 36 majors.
Mount Royal University is located in the traditional territories of the Niitsitapi (Blackfoot) and the people of the Treaty 7 region in southern Alberta, which includes the Siksika, the Piikani, the Kainai, the Tsuut'ina and the Iyarhe Nakoda. We are situated on land where the Bow River meets the Elbow River. The traditional Blackfoot name of this place is "Mohkinstsis," which we now call the city of Calgary. The city of Calgary is also home to the Métis Nation.
About the Department of Cougars Athletics and Recreation
Mount Royal University Cougars Athletics and Recreation takes an inclusive, student-centered approach in offering groups and individuals opportunities to bolster their health and wellness through a wide range of programming and activities ranging from beginner sports enthusiast to our eight Cougars varsity athletic programs.
About the Role
The Fitness and Customer Experience Supervisor is a member of the Recreation team of Cougars Athletics and Recreation which actively creates, promotes, and sustains an environment in which the Mount Royal University community is challenged and supported in pursuit of personal growth in the areas of Athletics and Recreation. The recreation team is driven by it's goal to be leaders in Recreation and to inspire our community to live well.
Reporting to the Manager of Recreation, the incumbent is responsible for one full-time staff member and a large network of casual staff and student leaders who provide inviting and inclusive recreation experiences for the campus community. This position also leads the delivery of Fitness and Customer Service operations ensuring systems, policies, and procedures which maximize safe and equitable use.
Direct the hiring, and supervision of all casual staff for the Fitness and Customer Service Centers and the Fitness and Customer Experience Coordinator.
Create and conduct training and development for full-time staff members to enhance professional development and job performance.
Reinforce the effectiveness and success of the organization through leading, motivating, coaching, mentoring, and inspiring.
Direct the day to day and on-going functions of member services including competitor and environmental analysis; development and review of membership conditions, packages and retention strategies.
Establish membership revenue strategies that meet or exceed targets.
Monitor and review budgets.
Identify, build rapport and communicate with key internal and external stakeholders.
Assist in identifying key performance indicators and metrics, including evaluating technology systems.
Direct the delivery of operations including development and implementation of guidelines, policies and procedures for overall business functions.
Establish inclusive and welcoming activity spaces to increase the sense of belonging of the campus community.
Develop innovative customer service initiatives that significantly improve quality and enhance customer satisfaction.
Collaborate with the Risk Management Committee to implement safety and risk management plans throughout the recreation centre.
Advise the Finance Officer and Equipment Coordinator on the inventory, life cycle, and purchasing of equipment.
Direct the planning, development, and coordination of Personal Training Services to achieve revenue strategies.
Collaborate with internal stakeholders to provide experiential learning opportunities for MRU students.
Determine potential new resources and initiate continuous improvement in program delivery.
Passion and energy for increasing a sense of belonging through inclusive service initiatives.
Bachelor’s degree or equivalent, preferably in physical literacy, recreation, physical education, sport management, or related field.
Minimum 3 to 5 years of previous work experience in recreation, sport management, or service/sales, with supervisory experience.
Current Alberta Fitness Leader (AFLCA) Personal Trainer and Specialty Exercise Leadership Certifications (Group Exercise, Resistance Training, Aquatic Exercise, Fitness for Older Adults), or equivalent.
Experience training, supervising, and leading casual/student staff, including coordinating and scheduling a casual employee base.
A high degree of familiarity with fitness and recreation operations, programs, and services is necessary.
Excellent communication, organizational and interpersonal skills.
Demonstrated innovation, creativity, and informed risk-taking.
Proficiency in computer software applications, including all Google suite applications, and experience with Recreation software (ActiveNet, Innosoft Fusion, CLASS, etc)
Knowledge of theories and practices in promoting student development and learning.
Standard First Aid & Basic Rescuer CPR
Ability to work flexible hours including evenings and weekends as needed.
Master’s degree in exercise science, recreation, physical education, sport management, or related field.
CSEP CPT and/or CEP certification.
Relevant experience in a comparable university or similar recreation setting.
Experience delivering programming that maximizes the student learning experience.
Experience with ActiveNet or similar recreation registration and facility management software.
Membership and active involvement in relevant professional organizations such as ARPA, NIRSA, CSEP and/or other higher education associations.
What We Offer
Talented and committed employees are the driving force behind student success. We strive to be an employer of choice among Canadian post-secondary institutions.
At Mount Royal University, we recognize that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person, and harnesses the strength that is available in our diversity, creating a rich and inclusive workplace.
Investing in the learning and development of our employees benefits the individual and the University. A variety of services, resources and programs encourage a healthy, productive workplace. Mount Royal University offers a competitive total compensation package including health and dental benefits, pension, health and personal spending accounts, paid vacation, winter holiday closure, personal days and a free membership in our fully equipped recreation centre.
Our campus offers the convenience of a full medical clinic, dentist and pharmacy, as well as a variety of wellness services such as physiotherapists and massage therapists. Campus Recreation offers many activities, including personal training, fitness classes, climbing, aquatics, sports, tournaments and certifications for students, employees and the public.
Salary: $2,655.63 Semi-monthly
Closing Date: July 10, 2020
A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: [Last Name], [Requisition Number].pdf (ex. Smith, 999999.pdf).
We thank all applicants for their interest. Only applicants selected for an interview will be contacted. After the close date, you can check on the status of your application through your Career Centre. New career opportunities arise frequently and are posted as they become available. Please check back often to view our latest postings on our Career Opportunities page. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Mount Royal University hires on the basis of merit and is strongly committed to fostering diversity as a source of excellence, intellectual and cultural enrichment, and social strength. We welcome applications from those who would contribute to the further diversification of our staff, faculty and their scholarship including but not limited to Indigenous Peoples, women, persons with disabilities and persons of any sexual or gender identity, ethnic, national or socio-economic background, religion or age.