ABOUT VIVO

Vivo is a charitable enterprise on a mission to raise healthier generations in Calgary and beyond. We believe that optimal health is possible for Canadians of all ages - at home, school, work, and play.
Through innovative programs, built environments, and evidence-based community initiatives, Vivo supports individuals and communities in making sustainable 10% shifts - small, consistent changes that lead to big impacts in lifestyle, environment, and systemic decision-making.
By co-creating meaningful experiences with our partners and community, we aim to inspire others to pursue lifelong well-being and connection - locally and across the nation.

GUEST & MEMBER EXPERIENCE

• Serve as a primary point of contact for corporate groups, new and existing members, and event stakeholders, ensuring a responsive and personalized experience.
• Lead the full member journey – onboarding, engagement, retention, and renewal – ensuring seamless planning, execution, and follow-up.
• Coordinate public-facing programs, membership campaigns, and promotional events.
• Navigate and resolve guest concerns with empathy and professionalism, including complex or sensitive customer situations.
• Monitor and evaluate guest feedback and experience surveys, identifying trends and implementing solutions.
• Build authentic and respectful relationships with guests and team members, fostering a welcoming, inclusive environment.

Frontline Leadership & Team Development

• Provide daily on-deck leadership and mentorship to Guest Services staff, including shift supervision, engagement coaching, and service quality assurance.
• Design and facilitate ongoing training and in-service sessions for Guest Services team members, ensuring clarity on service standards, promotions, and emergency response.
• Support recruitment, onboarding, and performance management of Guest Services team members in partnership with the Sales & Guest Experience Manager.
• Hold the team accountable for work plans and service targets through regular follow-ups, coaching, and feedback loops.
• Design and implement tools, materials, and practices that build individual and team capacity, while nurturing a positive and high-performance team culture.
• Oversee team scheduling in alignment with labour standards and cross-departmental needs.
• Complete biweekly payroll submissions for the Guest Services team in accordance with established timelines and procedures.

QUALIFICATIONS & COMPETENCIES

• Post-secondary diploma or degree in Recreation, Hospitality, Business, or a related field.
• 5+ years of progressive experience in sales, guest experience, or member services, with a minimum of 2 years in a leadership role.
• Demonstrated ability to build and lead high-performing teams in customer-facing environments.
• Strong interpersonal, conflict resolution, and communication skills.
• Effective organizational and analytical capabilities; comfortable with CRM systems, event platforms, and Microsoft Office.
• Current Standard First Aid and CPR-C/AED certification (or willingness to obtain).
• Knowledge of scheduling systems and registration platforms is considered an asset.

THE ROLE

As the Guest Services Coordinator, you are a pivotal leader and ambassador of Vivo’s commitment to delivering exceptional member and guest experiences. You will coordinate the full lifecycle of member engagement, oversee the operations and frontline delivery at the Guest Services desks, and lead a team of staff to support events, promotions, rentals, and general facility service.
You are a collaborative, solutions-oriented professional who thrives in fast-paced environments, with a strong ability to lead others, manage details, and build relationships. You will bring forward a blend of program coordination, front-line leadership, administrative oversight, and strategic execution.