Position Description

League Convener - 2020
Location Canlan Ice Sports Langley Twin Rinks - Langley, BC
Employment duration Part time
Employment Status: Employee
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Canlan Ice Sports is currently looking for a League Convener

Canlan Ice Sports is the largest private-sector operator and developer of recreational ice sports facilities in North America. The company's success in the recreation-entertainment & hospitality industry is attributed to a combination of innovative programming, service delivery leadership, and world-class facilities. We understand our customers’ need for service excellence and are committed to it. 

Job summary:

Our League Conveners are positive, and team orientated with excellent communication skills. They consistently provide exceptional customer experiences and support the Canlan League operations and are a direct link to the teams from the facility management.

OPERATIONAL RESPONSIBILITIES

Functional

  • Via the nightly Convenor Report, communicate important information to the League Manager
  • Collect League registration fees (for teams and individuals) following established payment policies and best-practices
  • Possess and develop a working knowledge of current hockey league rules (Hockey Canada / USA Hockey)
  • Maintain a working knowledge of online statistics hardware and software, including customer features, administrative tools, and processes
  • Utilize current booking protocols to prepare schedules for timekeepers (draft schedules to be reviewed and approved by the League Manager and Facility Referee-in-Chief)
  • Develop working knowledge of suspension guidelines and processes. Assists with the assessment, communication, and enforcement of suspensions
  • Possess a good knowledge of Canlan brand features and competitive advantages, including online tools and services
  • Develop and maintain proficient computer skills in multiple operating systems
  • Assist with execution of prizing presentation
  • Ensure players complete waiver before participation
  • Liaise with coaches, team reps, referees, timekeepers and spectators as required

Health and Safety

  • Adhere to all Risk Management policies and procedures
  • Report any unsafe Health & Safety conditions
  • Is "WHMIS" and "Workplace Violence" trained
  • Is aware and understands the implementation of the Facility Emergency Plan, Incident Reports and knows the location and how to use the First Aid Kit, Eye Wash Station, and Defibrillator
  • Wear appropriate Personal Protective Equipment (PPE) when required

Energy & Environmental Sensitivity

  • Ensure consideration for best practices in energy use management and environmental impact are employed

CORE COMPETENCIES

Appropriate behaviour

  • Act honestly with integrity, being productive, co-operative, accountable, responsible and flexible
  • Proven work ethic to meet personal commitments
  • Responsible for the safe and secure handling of money
  • Demonstrate a positive and enthusiastic attitude
  • Maintain confidentiality

Maintains Work and Personal Standards

  • Provide a high level of professionalism, accuracy, and detail to exceed expectations
  • Self-aware with a desire for constant self-improvement (goal orientated)
  • Is concerned with personal wellbeing and maintains professional standards of dress and hygiene as detailed in the Canlan Dress Code Guidelines
  • Adhere to and support
    • The Canlan Mission, Vision and Culture Statements
    • Canlan’s policies, procedures and best practices
    • The Customer Service Charter
    • Corporate priorities

Attendance, Punctuality, and Timeliness

  • Achieve expectations with regards to schedules and is sensitive to the timeliness needs of others
  • Adhere to a posted schedule

Customer Service Focus

  • Know & understand the needs of the customer (both internal & external)
  • Assign high priority on Customer Satisfaction
  • Listen and empathize with customers, clarify their needs and confirm customer satisfaction
  • Proactively resolve or escalate any guest, staff member or personal concerns to the manager as required
  • Understand current promotions and takes the initiative to sell products and services actively
  • Build positive relationships with customers and fellow staff
  • Be responsive in dealing with people and display a solid "service attitude"
  • Participate in keeping all areas of the facility neat, tidy and safe at all times

Teamwork

  • Work within and contribute to the effectiveness of the facility/department team
  • Respect differences and work effectively with others and independently
  • Assist in training of new employees and mentor junior staff members
  • Has a desire to excel and succeed as a department and team
  • Assist with the preparation and execution of seasonal Team Representative Meetings and annual Referee Training Clinics
  • Actively participate in the Referee evaluation process and ensures a consistent flow of constructive feedback about on-ice officials to the League Manager and Facility Referee-in- Chief (FRIC)
  • Understand other department’s products, services, and current promotions and take the initiative to sell products and services actively

Communications

  • Adapt and communicate positively and effectively with customers and staff
  • Defuse emotionally charged situations and strives to create a win/win outcome
  • Listen effectively to all concerns and conflicts with an open mind and customer focus
  • Assist with the creation and communication of league (and tournament) playing schedules
  • Exceptional in-person customer communication and decision-making skills, confident and comfortable in one-to-one and group (dressing room) environments
  • Can confidently interpret, communicate, and enforce League rules as required
  • Attend all department meetings when required

Understands Business Goals, Plans & Organizes

  • Effectively plan, prioritize and multi-task
  • Recognize a problem or trend and take the appropriate steps to improve the situation or problem
  • Take steps to resolve/escalate potential difficulties before they happen
  • Protect the integrity of the Brand/Product at all times by ensuring the quality of delivery through the application of established standards and processes

QUALIFICATIONS AND EDUCATION

  • Criminal Record Check and Vulnerable Sector Search may be required
  • Working towards formal education Sports/Leisure Administration field (preferred)
  • Basic First Aid, CPR and AED certification (preferred)

ABILITIES, ATTRIBUTES, AND EXPERIENCE

  • Strong knowledge of hockey rules (essential)
  • At least one year of experience in a multi-task field in an operations capacity
  • Demonstrated strong customer service skills (previous experience preferred)
  • Good understanding of tournament draws
  • Outgoing, positive and team-orientated with great communication skills
  • Willingness and ability to work flexible hours (evenings & weekends)
  • Excellent organizational skills
  • Demonstrated knowledge of Microsoft Office software (particularly Excel and Word)
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