Experience & Standards Manager

About the Company - The Calgary Winter Club is Calgary’s premier private family Club, situated in northwest Calgary on the edge of Nose Hill Park. The CWC offers an outstanding employee experience; we are firm believers that everyone should enjoy their work and have a successful work-life balance.

About the Role - The CWC is looking for an Experience & Standards Manager, who is responsible for driving the CWC’s culture of hospitality, service excellence, and safety. This role ensures every member and guest experience reflects the Club’s values while maintaining a safe, respectful, and welcoming environment. The Manager oversees the Service Excellence Program and the Health & Safety Program, balancing both proactive leadership and responsive action in service, conduct, and safety standards.

Key Accountabilities1.Champion Service Excellence & Member Experience

• Develop, implement, and refine service standards and training that reflect our brand values
• Design and deliver member experience strategies to achieve exceptional satisfaction ratings
• Partner with HR on onboarding, retraining, and performance management related to service delivery
• Mentor and support managers and staff to foster a service-driven culture across all operations

2.Uphold Member Conduct Standards

• Investigate and address member conduct issues with discretion, applying disciplinary actions or recommendations as appropriate
• Lead initiatives that promote and reinforce positive conduct and service standards

3.Lead Health & Safety Program

• Ensure compliance with Alberta OHS legislation; promote a proactive safety culture
• Manage and support the Health & Safety Committee
• Conduct inspections, audits, and investigations of accidents, incidents, and near misses
• Oversee training requirements (e.g., SFA, CPR) and update safety manuals, signage, etc.
• Act as primary contact for incident notification, reporting, and follow-up

4.Develop and manage budgets for training and safety initiativesQualifications & Skills

1. Customer service is an integral part of their character
2. High standard in ethics, honesty, integrity, and diplomacy
3. Outstanding organizational and motivational skills, attention to detail and observation ability
4. Understanding of legal health and safety guidelines and legislation
5. Exceptional communication, writing, public speaking, and training/facilitation skills
6. Hospitality related post secondary education with a minimum of 5 –7 years’ progressive experience
7. Minimum two years direct involvement with health and safety responsibilities in the workplace
8. Understanding/experience working in recreational/sport facilities
9. Red Cross Standard First Aid/CPR instructor certification an asset

Additional Benefits of Working for the CWC

• Comprehensive health, dental, and RRSP program
• Discounts on travel, retail, and service through Perkopolis, Tickets@Work, Telus Partner Program, and more
• Corporate Calm app subscription

Important Information

• We welcome applications from all qualified candidates, including women, Indigenous peoples, persons with disabilities, and members of visible minorities. We value a diverse workforce that reflects the communities we serve.
• We are committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise us during the recruitment process.
• Must be legally eligible to work in Canada and, where applicable, must have a valid work permit or study permit that allows the candidate to fulfill the requirements of the role.
• The successful candidate in this role will be required to complete a clear security clearance.
• We thank all interested applicants; however, only those selected for an interview will be contacted.