Supervisor Pari Mutuel and Customer Service at Woodbine… · Etobicoke

The purpose of this position is to supervise a proactive team of pari-mutuel and guest services to ensure the delivery of professional, high quality and friendly assistance and services to all our guests. This role also will help drive and contribute to the successful achievement of business goals in the areas of employee and customer satisfaction. 

Key Accountabilities:

• Develop, manage and mentor the pari-mutuel and guest service team to ensure the delivery of winning experiences at all time

• Contribute to the development and implementation of new tools and processes aimed at maximizing effectiveness and efficiency in the provision of pari-mutuel services and live race day experiences

• Consistently and fairly apply and enforce compliance to all CPMA and AGCO Rules and Regulations and any departmental operational policies developed by Woodbine Entertainment

• Investigate and resolve guest complaints

• Assess operational business demands and make recommendations for labour requirements to increase wagering opportunities

• Distribution and reconciliation of employee floats

• Assist Cash Operations with onsite cash collection and reconciliation

• Identify and investigate guest concerns with internal departments when incidents are reported

• Propose responsible solutions exceeding guest expectations with a low cost / no cost

• Primary liaison with Player Development to learn and communicate prestige program offerings, events and promotions

• Liaise with Wagering Operations on all wagering technical malfunctions to ensure repairs/updates are completed in a timely manner

Qualification:

• 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

• Secondary School Diploma

• 2-3 years in a supervisor role

• Supervision of a unionized environment is an asset

• Advanced decision and problem solving skills;

• Identify problems/issues (discrepancy of actual / expected outcome)

• Investigate alternatives

• Weigh the alternatives (Impact on organization, legality, ethics, cost, impact on employee/organization)

• Provide solution and implement solution

• Evaluate results

• Strong ability to think outside the box and make recommendations which best fit the operation and guests’ desired outcomes

• Advanced interpersonal skills necessary to interact effectively and influence cooperation and contribution from internal departments.

• Advanced oral and written communication skills necessary to provide clarity with guests and staff, ensuring professionalism when representing Woodbine Entertainment.

• Ability to understand, remember and follow verbal and written instructions

• Ability to complete assigned tasks without direct supervision.

• Ability to exercise independent judgment and make decisions.

• Ability to perform under stress and/or in emergencies.

• Self-awareness is required for the impact and potential of error in judgement for:

  • overconfidence bias (excessive belief in one’s ability)

  • anchoring bias (relying heavily on one piece of information)

  • hindsight bias (interpretation of past events)

Working Conditions:

• Sitting, standing and/or walking for periods of time

• Occasional bending, carrying, climbing, lifting, pulling, pushing and reaching/crouching.

• Listen, and speak both in person and by telephone or online

• Will have exposure to all areas of the facility.

• Regular interruptions, multiple demands and time pressure.

• Flexible schedule to include evening, weekends and holidays when required

• Requirement to travel to various WEG locations

Reason for vacancy: replacement

Pay Rate  $20 to $26 per hour. This range is not a guarantee of compensation. Final placement within the range depends on factors such as internal equity, market conditions, and the candidate’s experience, skills, and qualifications relevant to the role.

We use AI-powered resume screening software to help identify qualified candidates based on the criteria in this job posting. All applications prioritized by the system are subsequently reviewed by our hiring team to ensure a fair and human-centered selection process.